Returns, Refunds & Replacements
We want every order to feel straightforward, including when something is not right. This policy explains how returns, replacements, cancellations and refunds work.
14-day returns
You may request a return within 14 days of delivery. Contact us before sending anything so we can provide the correct return instructions and return address.
- The item must be returned in its original condition, with all accessories and original packaging.
- A physical return is required for change-of-mind refunds.
- Return postage is the customer's responsibility for change-of-mind returns.
- We cover the appropriate return or replacement costs when an item is confirmed as damaged, faulty, incorrect or incomplete.
Returns sent without contacting us first may be delayed or may not reach the correct return location.
Damaged, faulty, incorrect or missing items
Please contact us as soon as possible and within 30 days of delivery. Include your order number and clear photo or video evidence so we can verify the issue quickly.
- For damage or a fault, show the product and how the issue affects its condition or function.
- For an incorrect or missing item, include clear images of the item received, the original packaging and the shipping label.
- Damage to packaging alone does not qualify when the product itself is intact and functioning correctly.
Once the issue is verified, we will offer a replacement or a refund, as appropriate. We may require the item to be returned and will provide instructions when needed.
Delivery problems
If your order has not arrived within 9 days, please contact us with your order number and tracking details. We will investigate the shipment and arrange an appropriate replacement or refund when delivery failure is confirmed.
If tracking shows the parcel as delivered but you have not received it, the carrier may require a non-delivery confirmation. We will explain what evidence is needed and help with the investigation.
Cancellations
A full refund is available when an order is cancelled before it enters processing or ships. Once fulfilment has started, please follow the return process above.
How to make a request
Use our contact page and provide:
- Your order number
- A short description of the issue
- Tracking details, when relevant
- Clear photos or video for damaged, faulty, incorrect or missing items
Refund timing
Approved refunds are sent to the original payment method. After we issue the refund, it normally takes 5 to 10 business days to appear, depending on your bank or payment provider. If it has not appeared after 10 business days, contact your bank first, then contact us so we can help trace it.
This policy is in addition to your statutory consumer rights.