1. General Policy
We aim to handle return and refund enquiries fairly and reasonably. If you believe that a product-related issue has occurred, or if you would like to request a return, please contact our support team as soon as possible using the contact details published on this website.
Each request may be reviewed individually, depending on the product type, order status, delivery status, condition of the item, and the reason for the return or refund enquiry.
2. Return Eligibility
A return request may be considered where the product is unused, remains in an appropriate condition, and the enquiry is submitted within a reasonable period after delivery.
To help us assess eligibility, you may be asked to provide:
- Your full name;
- Your email address;
- Your phone number, where applicable;
- Your order number or request reference;
- The product name;
- The delivery date;
- A brief explanation of the reason for the return request;
- Photographs or additional information where relevant.
3. Non-Returnable Situations
A return or refund request may be refused where this is permitted by applicable law, including in situations such as:
- The product has been visibly used, altered, or damaged after delivery;
- The request is incomplete or does not contain sufficient order information;
- The return is requested after an unreasonable delay;
- The issue described cannot be reasonably verified;
- The item is excluded from return for hygiene, safety, customisation, or other lawful reasons.
Nothing in this Policy limits any mandatory consumer rights that may apply under applicable law.
4. How to Request a Return
To request a return, please contact our support team before sending any item back. Include all relevant order and product details so that your request can be reviewed efficiently.
Recommended information to include
- Your full name;
- Order number or request number;
- Email address used for the order or enquiry;
- Product name;
- Date of delivery;
- Reason for the return request;
- Any supporting photos or additional explanation, where relevant.
5. Refund Process
If a refund is approved, it will generally be issued using the original payment method, unless another method is required or agreed where permitted.
Refund approval may depend on the outcome of the review process, return verification, the condition of the returned item, and confirmation that the request satisfies the applicable return conditions.
In some cases, a partial refund, replacement, or alternative resolution may be offered where appropriate.
6. Damaged, Incorrect, or Delivery-Related Issues
If you receive a damaged item, an incorrect product, or experience a delivery-related issue, please contact support as soon as reasonably possible after receipt.
To help us investigate the issue, include your order number, a short description of the problem, and photographs where relevant. This helps reduce delays and improves the handling of your case.
7. Processing Times
Return and refund processing times may vary depending on the nature of the request, delivery circumstances, product verification, weekends, public holidays, seasonal demand, and whether further information is required from the customer.
We aim to review requests within a reasonable timeframe, but exact processing times cannot always be guaranteed.
8. Contact for Returns Support
For any return or refund enquiry, please contact our support team using the details below.