Refund policy
We want to ensure you have a satisfactory shopping experience, and we understand that returns may occasionally be necessary. Please find our return policy below for your reference:
1. Return Period
We offer a 14-day return window from the date of delivery. If 14 days have passed since your purchase, we regret that we are unable to offer a refund or exchange.
2. Eligibility Criteria
To be eligible for a return, the item must meet the following conditions:
a. Unused and Undamaged: The item must be unused and in an undamaged condition, with no signs of wear, tear, or alteration.
b. Original Packaging: The item must be returned in its original packaging, or suitable protective packaging, to prevent damage during transit.
c. Specific Product Eligibility: Certain items may have specific eligibility requirements due to their nature, such as hygiene products, perishable goods, or personalised items. For further details, please contact our customer support team.
3. Return Process
If you wish to initiate a return, please follow these steps:
a. Contact Customer Support: Within the 14-day return period, contact our customer support team via email or telephone. Please provide your order details and the reason for the return.
b. Approval and Instructions: Once your return request is approved, you will receive a Return Merchandise Authorisation (RMA) number along with detailed instructions.
c. Secure Packaging: Please ensure the item is securely packaged in its original packaging or suitable protective packaging. Include the RMA number clearly on the parcel.
d. Shipping: You will be responsible for return shipping costs unless the return is due to our error or a faulty product. We recommend using a tracked delivery service.
4. Inspection and Refund Process
Once we receive your returned item, it will be inspected to ensure it meets the eligibility criteria.
a. Refund Method: Refunds will be issued using the original payment method.
b. Refund Coverage: Refunds cover the cost of the returned item(s) only and do not include any original shipping or handling charges.
c. Processing Time: Please allow time for the refund to be processed, depending on your payment provider.
5. Exchanges
If you wish to exchange an item, please follow the return process above and place a new order for the desired item. This ensures a quicker turnaround.
6. Non-Returnable Items
Certain items are non-returnable, including but not limited to gift cards, downloadable software, and items marked as final sale or clearance. Please review the product descriptions or contact our customer support team for clarification.
7. Damaged or Faulty Items
If you receive a damaged or faulty item, please contact our customer support team immediately. We will resolve the issue by offering a replacement, refund, or another appropriate solution.
We are committed to providing excellent customer service and will do our best to accommodate your return requests within these guidelines. If you have any questions or concerns, please do not hesitate to contact our customer support team.