Refund and Returns Policy

This policy explains how cancellation, return, damage, delivery, and refund requests are reviewed. It does not limit any mandatory rights you have under applicable consumer law.

Before dispatch

Contact support as soon as possible if you need to change or cancel an order. A change or cancellation may not be possible after processing or dispatch has started. Do not place a replacement order or send a second payment unless support confirms that it is necessary.

Return eligibility

Return eligibility depends on the product condition, applicable law, and the reason for the request. For hygiene and safety reasons, opened, used, damaged-by-customer, or unsealed consumable products may not be returnable unless the law requires otherwise.

Keep products unused, securely sealed, and in their original packaging while a request is reviewed. Proof of purchase and the order reference may be required.

Do not send a product to the manufacturer or to an address found elsewhere. Contact support first and wait for return authorization and the correct return instructions.

Damaged, defective, or incorrect items

If an item arrives damaged, appears defective, or does not match the order, keep the item and all packaging and contact support promptly. Provide the order reference, a clear description, and photographs or video where relevant.

After review, the available remedy may include replacement, refund, price reduction, or another remedy required by applicable law. Do not discard the item before receiving instructions.

Delivery and customs issues

A delay, customs hold, refused import, incorrect address, missed delivery, or uncollected parcel does not automatically create a fixed refund entitlement. Each request is reviewed using the tracking record, carrier information, order details, local requirements, and applicable law.

Customers are responsible for checking local age, import, possession, and product rules before ordering. Duties, taxes, clearance fees, return charges, or carrier charges may apply unless the official checkout or applicable law states otherwise.

Return shipping costs

Responsibility for return shipping depends on the reason for the return and applicable law. Support will explain the approved method and who is responsible for the cost. Unapproved, incorrectly addressed, or untracked returns may be difficult to identify or recover.

Refund review and payment

Approved refunds are normally sent to the original payment method unless another method is required by law or agreed in writing. Bank and payment-provider processing times vary, so no universal number of business days can be guaranteed.

Shipping, customs, banking, currency-conversion, or third-party fees are refundable only when required by applicable law or expressly confirmed as part of the approved resolution.

How to make a request

Contact support with the order reference, the affected item, the reason for the request, and supporting evidence where relevant. Do not send passwords, complete payment-card details, or online-banking credentials.

Policy updates

This policy may be updated to reflect operational or legal changes. The version published when a request is reviewed will be applied together with any mandatory rights that arose when the order was placed.