RETURNS & REFUNDS
A clear process when an order needs review.
This policy explains cancellation timing, the 14-day return-request window, item-condition requirements and how approved refunds are processed.
Request a return within 14 days of receipt. Items must be unused, in the condition received and in the original packaging. Proof of purchase is required before a return can be authorized.
ELIGIBILITY
Before sending anything back
Contact Support first
Start the request within 14 days of receipt and wait for return instructions.
Unused and complete
The item must remain unused, in the condition received and in its original packaging.
Proof of purchase
Include the order number or other proof of purchase so the order can be matched.
ISSUE DOCUMENTATION
What helps us review a problem
Different return reasons require different evidence. Keep the item and packaging until Support has reviewed the request and supplied instructions.
Show the package condition
Provide photos of the outer package, shipping label and affected item along with the order number and delivery date.
Show what was received
Include a clear image of the label and package contents so the received item can be compared with the order record.
Preserve original condition
Keep the item unused, complete and in its original packaging while the return request is being reviewed.
Cancellations
An order may be cancelled before it has been dispatched. Once carrier processing has started, cancellation may no longer be available.
Contact Support promptly with the order number when requesting a cancellation.
REFUND WORKFLOW
How an approved return is processed
Request
Contact Support within the return window.
Authorize
Receive return instructions and the confirmed address.
Inspect
The returned item is reviewed after receipt.
Refund
An approved refund is issued to the original payment method.
After an approved refund is issued, the time required for the credit to appear depends on the bank or payment provider. No restocking fee is charged for an accepted return.
RETURN FAQ
Common return questions
Can I cancel before dispatch?
Contact Support promptly with the order number. Cancellation may be available before the order has entered dispatch or carrier processing.
When does the 14-day window begin?
The return-request window begins when the order is received. Contact Support within 14 days and wait for authorization before sending anything back.
What if I receive an incorrect or damaged item?
Keep the item and packaging, then contact Support with the order number and clear photos for review.
Where do I send a return?
Support will provide the confirmed return instructions and address. Do not send a return without authorization.
How will an approved refund be issued?
An approved refund is sent to the original payment method after the returned item is received and inspected. Provider processing time determines when the credit appears.
Start a return request
Send the order number and a short explanation of the issue.