Cancellation, Return & Refund Policy

01 Order Cancellation

If you wish to cancel an order, please contact our support team as soon as possible and provide your order number.

• Cancellation requests are easier to process before an order is packed or dispatched.
• Once an order has been shipped, cancellation may no longer be possible through the normal order process.
• If an eligible prepaid order is cancelled, any applicable refund will be processed according to the refund procedure and applicable law.

We will communicate the available options based on the status of your order. Your statutory consumer rights remain unaffected.

02 Return Eligibility

Return requests are reviewed according to the product, reason for return, condition of the item and applicable consumer protection requirements.

Depending on the circumstances, a return may be considered for issues such as:

• A product received in a damaged condition.
• An incorrect item delivered against the order.
• A missing item or a significant discrepancy from the product ordered.
• A manufacturing defect or another issue covered by applicable law or our published policy.

Please check the product-specific return conditions displayed on our website, if any, before purchasing. Nothing in this policy removes rights available to customers under applicable law.

03 Items and Conditions for Returns

To help us review a return request, please keep the product and its packaging in reasonable condition until our team provides instructions.

• Keep the product unused, where possible, with its original tags, labels and packaging.
• Include accessories or other items supplied with the product, where applicable.
• Share clear photographs or videos if the product arrived damaged, defective or incorrect.
• Provide your order number and a brief explanation of the issue.

If a product is damaged, defective, incorrect or otherwise covered by a legal remedy, we will assess the request in accordance with applicable law. Original packaging or tags will not be used to deny a remedy where doing so would violate your statutory rights.

04 How to Request a Return

To submit a return or replacement request, follow these steps:

05 Return Shipping

Return shipping arrangements and responsibility for shipping costs depend on the reason for the return and applicable law.

If you receive a damaged, defective or incorrect product, please contact us before arranging a return. We will communicate the appropriate next steps and any applicable shipping arrangements.

Please do not send a product to an address other than the one confirmed by our team for your return.

06 Refund Eligibility

Refunds may be available for eligible cancellations, approved returns, products that cannot be supplied, or other circumstances requiring a refund under applicable law.

Once the relevant request has been reviewed and approved, we will initiate the applicable refund using the original payment method where feasible, or another lawful method agreed with the customer.

The final outcome depends on the nature of the request, order status, payment status and applicable legal requirements.

07 Refund Processing Time

After a refund is approved, the time taken for the amount to appear in your account may depend on the payment provider, bank and payment method.

We will communicate the refund status or relevant reference details where available. If the amount does not appear within the timeframe communicated to you, please contact us so we can help you check the status.

Any applicable statutory refund deadlines will be followed.

08 Refunds for Prepaid Orders

For eligible orders paid online, refunds will generally be initiated to the original payment method where feasible. The payment provider or bank may require additional processing time.

Please retain your order confirmation and any refund reference shared by our team until the refund is completed.

09 Cash on Delivery Orders

If Cash on Delivery is offered for an order, the refund process may differ because no online payment was collected at checkout.

For eligible refunds, our team will explain the available refund method and any information reasonably required to complete the payment. Refunds will be handled in accordance with applicable law.

10 Exchanges and Replacements

Exchanges or replacements may be offered for eligible products, subject to stock availability, the nature of the issue and applicable law.

If the requested replacement is unavailable, we will discuss the available resolution, which may include a refund where appropriate.

11 Incorrect or Damaged Deliveries

Please inspect your delivery when it arrives. If the package contains a damaged, defective, incorrect or missing item, contact us promptly with your order number and supporting details.

We will review the issue and inform you of the next steps. Any request will be handled under this policy, the relevant product terms and applicable consumer protection laws.

12 Contact for Returns and Refunds

For cancellation requests, return approvals, replacement enquiries or refund updates, contact our support team using the details below. Please include your order number to help us assist you more efficiently.