Refunds PolicyUpdated 10 months ago
Refunds Policy
Products returned by you not due to a defect or discrepancy, we will issue a refund (excluding delivery fees) within 14 business days of receipt.
If you do not return the goods within 14 days of your notice of cancellation or upon receiving your order (whichever is the latest), you will be deemed to have accepted the goods and you will be charged for your order at the price set out on your original purchase contract and you will no longer be eligible for a refund.
Products returned by you because of a defect or discrepancy will be refunded in full including delivery fees. If a refund is based on a faulty product, which covers a manufacturer’s warranty, the refund will not take place before getting a feedback from the manufacturer.
Damaged, missing or lost in transit
For any damaged, missing or lost in transit orders you must notify us within 7 days of the due delivery date and for any damages, provide photographic evidence. In the case that photo evidence is not possible, you will be required to return the product to us.
If your order is damaged, missing, or lost in transit we will investigate the issue before providing a refund.
- For damaged parcels, the investigation can take up to 5 days. Following the investigation, we will issue a refund or replacement, as deemed appropriate.
- For missing parcels or where there is denial of receipt the investigation can take up to 5 days. Claims for compensation can only be made after 7 days from the the scheduled delivery date.
- For orders lost in transit with no tracking progress, please be aware that a claim for compensation can only be initiated after a waiting period of 10 days from the dispatch date as there is a possibility that the item may still be delivered or returned to the sender. If your parcel has not arrived by the 10th day, please contact us at [email protected] and we will proceed to claim for the lost items.
Refunds or replacements for damaged, missing, or lost in transit orders will only be issued once our investigation is completed and the designated timeframe for submitting claims has passed.
Returned to sender
If your parcel is being "returned to sender" due to any reason (e.g. unclaimed, denied due to customs charges, incomplete/insufficient address, undeliverable as addressed, prohibited import / denied entry by customs, refused, etc.); only once the parcel arrives back to our facility and is checked-in will a refund for the purchase price of the products minus the shipping cost be issued. We will no longer offer to reship items in the case that your parcel has been "returned to sender". You may be responsible for return shipping fees, reshipping fees and additional administrative charges may also apply.
Shipping information error
If you've made an error in the shipping information on your order and if such an error causes an order to be rejected, lost or destroyed, we cannot issue a refund or replacement of any kind.
Return postage costs
Please note that we can only refund the return postage costs for returning an item where:
· we sent you the wrong item, or
· the item is damaged or faulty; or
· where you are returning a substitute or replacement item which you do not want to keep.
We will refund you by the same payment method used to make the original order (e.g. if you have paid by PayPal, we will reimburse your PayPal account).
If you have not received your refund after 5 days of posting your return, please contact us and we will be happy to assist you.
Refunds can take up to 1 week to show on your account; this is due to the time taken by some banks to process the payment.