Returns & Refunds

1. Introduction

We are committed to providing customers with quality products and a satisfying shopping experience.

If you are not satisfied with your purchase or experience an issue with a product, we aim to provide a convenient and transparent process for addressing your concerns.

This Returns & Refunds Policy explains the procedures and conditions applicable to product returns, exchanges, replacements, cancellations, and refunds.

2. Return Eligibility

Customers may request a return for eligible products within the applicable return period.

The return period and any product-specific conditions should be reviewed before placing an order.

For a standard return, the following conditions generally apply:

• The return request must be submitted within the applicable return period.
• The product should be in its original condition, subject to any applicable rights to inspect or test the product.
• All relevant accessories, components, and accompanying items should be included.
• Proof of purchase, such as an order number or invoice, should be provided.
• The product must meet any additional return conditions communicated at the time of purchase.

Eligibility may vary depending on the product category, reason for the return, and applicable consumer rights.

3. Non-Returnable Products

Certain products may not be eligible for standard returns due to their nature, hygiene requirements, customization, or other specified conditions.

Depending on the products offered by our store, these may include:

• Personalized or customized products.
• Perishable goods.
• Products subject to hygiene restrictions after opening or use.
• Digital products that have already been delivered or accessed.
• Other products specifically identified as non-returnable at the time of purchase.

These exclusions do not affect mandatory consumer rights relating to defective, damaged, incorrectly described, or incorrectly supplied products.

4. Damaged, Defective, or Incorrect Products

If you receive a damaged, defective, or incorrect product, please contact our customer support team as soon as reasonably possible.

Please provide your order details and a description of the issue.

Photographs of the product and packaging may be requested to assist with the review.

After reviewing the issue, we will communicate an appropriate resolution, which may include a repair, replacement, refund, or another applicable remedy depending on the circumstances and relevant consumer laws.

5. How to Request a Return

To initiate a return request, please follow the steps below:

1. Contact Customer Support: Submit your return request through the contact details provided on our website.
2. Provide Order Information: Share your order number, product details, and reason for requesting the return.
3. Submit Supporting Details: Provide photographs or other relevant information if requested.
4. Return Request Review: Our customer support team will review your request and communicate the applicable next steps.
5. Return the Product: If a physical return is required, follow the collection or shipping instructions provided by our team.
6. Inspection and Resolution: Once the returned product has been received, we will review its condition and communicate the applicable resolution.

Please do not send products to our business address without confirming the appropriate return procedure.

6. Return Shipping Charges

Return shipping charges may vary depending on the reason for the return and the applicable return conditions.

• For damaged, defective, or incorrect products, return shipping costs will be handled in accordance with applicable law and our policy.
• For standard returns requested due to a change of mind, customers may be responsible for return shipping charges where permitted and communicated.
• Any applicable charges will be communicated before the return is processed.

7. Product Inspection

Returned products may be inspected to verify their condition and assess the reason for the return.

The inspection may involve checking the product, accompanying accessories, and relevant order information.

If additional information is required, our customer support team may contact you before completing the review.

8. Refund Processing

Once an eligible return has been reviewed, we will communicate the status of the refund request.

Approved refunds will be processed in accordance with the applicable refund procedure and relevant legal requirements.

Refunds will ordinarily be issued through the original payment method, unless another method is agreed upon or required by law.

The time required for a refund to appear in your account may depend on your bank, payment provider, and selected refund method.

9. Refund Amount

The refundable amount will be determined according to the amount paid, the nature of the return request, the applicable purchase conditions, and relevant consumer laws.

Any applicable adjustments, such as previously communicated shipping charges or promotional discounts, will be considered where permitted by law.

Customers will be informed of the approved refund amount before the refund is completed.

10. Exchanges and Replacements

Eligible products may qualify for an exchange or replacement depending on the reason for the request and product availability.

Exchange requests may arise due to:

• An incorrect product size or variant.
• A damaged or defective product.
• An incorrect product received.
• Other eligible product-related issues.

If the requested replacement product is unavailable, we will communicate the available alternatives, including any applicable refund options.

11. Order Cancellation

Customers may request cancellation of an order by contacting our customer support team.

Cancellation requests are subject to the processing status of the order and applicable cancellation conditions.

Orders that have already been dispatched may need to follow the applicable return procedure after delivery.

Eligible prepaid orders that are successfully cancelled will be refunded in accordance with the applicable refund procedure.

12. Missing Products

If your order contains missing items, please contact our customer support team with your order number and details of the missing products.

We will review the relevant order and delivery information to determine an appropriate resolution.

Depending on the circumstances, this may include arranging delivery of the missing product or issuing an applicable refund.

13. Refund Delays

If your refund has been approved but the amount has not appeared in your account within the communicated timeframe, please check with your bank or payment provider.

If you require additional assistance, please contact our customer support team with your order and refund details.

14. Customer Support

We aim to address customer concerns fairly and transparently.

If you have questions about return eligibility, exchange requests, order cancellations, or refund processing, please contact our customer support team through the contact details provided on our website.

When contacting us, please keep your order number and relevant purchase information available to help us assist you efficiently.