Returns, Refunds, Cancellations and Replacements

Before requesting a return, cancellation, refund, exchange, or replacement, please review the conditions below. These guidelines explain which purchases may qualify, how to submit a request, the deadlines involved, and what happens during the review and refund process.

When a Return May Be Accepted

Customers should generally submit return requests no later than 30 days after confirmed delivery. To qualify under our standard return policy, merchandise must ordinarily remain unopened, unused, and in the same condition as received. All original packaging and accompanying materials, including components, accessories, documentation, and instructions, should be preserved and returned with the item.

Order information: When submitting your request, provide your order number or sufficient purchase information for our team to identify the transaction.

Prior approval: Returns must be reviewed before products are shipped back. Please follow the instructions issued after your request has been assessed rather than sending an item without authorization.

Tracked shipping: We recommend selecting a shipping method that provides tracking for authorized returns. This helps establish the parcel’s progress and arrival at the designated return location.

Items Normally Not Eligible for Return

Opened or used consumables: Consumable products that have been unsealed, tried, consumed, altered, or otherwise used after receipt are excluded from ordinary return eligibility.

Digital products: Items supplied electronically, including downloadable materials, digital content, electronic products, and digital gift cards, are generally excluded from returns.

Customized products: The standard return process does not cover merchandise manufactured, personalized, assembled, or prepared specifically for an individual order.

Final Sale products: Merchandise clearly identified as Final Sale before the purchase is completed is not eligible for return.

Damage after delivery: Standard returns exclude items affected by accidental damage, improper handling, misuse, inadequate storage, neglect, unauthorized modifications, incorrect maintenance, or use contrary to their intended purpose.

Return Review and Refund Timing

Once an authorized return has been delivered to the assigned destination, we may inspect the contents to verify compliance with the applicable return conditions. Following approval, we generally initiate the refund through the payment method originally used for the purchase within 7-10 business days. The date the credit becomes visible in your account may differ because banks, card networks, and payment service providers can require additional time to complete their processing.

Delivery and Return Costs

Initial delivery charge: Shipping fees paid for the original order are normally not refunded. An exception may apply when we establish that the delivered item was defective, arrived damaged, or was not the product ordered.

Return shipping: The cost of shipping an approved return is ordinarily paid by the customer, except where our support team explicitly confirms an alternative arrangement.

Restocking charges: Where a qualifying return involves a restocking fee, we will communicate the relevant charge and its conditions before finalizing the return.

Cancelling an Order

Cancellation requests should be submitted promptly after an order is placed. Our ability to stop a purchase depends on how far the order has progressed through preparation and fulfillment. Generally, an order can only be cancelled if its shipment can still reasonably be prevented. For personalized, custom-manufactured, made-to-order, or specially prepared merchandise, cancellation may become unavailable once work on the item has started.

Orders Already Sent

After a parcel has entered the shipping process, stopping or cancelling the order may no longer be feasible. In such circumstances, the usual procedure is to receive the shipment and subsequently submit a return request if the merchandise satisfies our return criteria. Any applicable return postage expenses may be payable by the customer.

Damaged, Defective, or Incorrect Products

Should you receive an item that is damaged, appears to have a manufacturing defect, or does not materially match what you purchased, notify customer support within 7 days after confirmed delivery. Your message should identify the order and include clear images or other supporting documentation showing the reported problem.

Keep the product and included materials: Until your enquiry has been assessed, retain the merchandise along with its packaging, components, accessories, manuals, and other supplied contents whenever reasonably possible.

Replacement availability: Whether the identical item can be supplied again depends on inventory at the time of review. If a matching replacement cannot be provided, we may examine other appropriate ways to resolve the issue.

Return instructions: Depending on the circumstances and the outcome of our assessment, we may issue specific shipping directions or arrange a prepaid return label when appropriate.

Contacting Support

To submit an enquiry regarding an order cancellation, product return, refund, exchange, or replacement, visit our Contact Us page. Include the purchase reference and an explanation of your request to help our customer service team locate the order and evaluate the circumstances.