RECEIVED A FAULTY ITEM?
We're genuinely sorry to hear this! In the unlikely event that you've received a faulty item, please get in touch with our support team here who will get this sorted for you.
In the event you have received a defective item, please contact us straightaway with the following information:
Unless advised by a member of our support team, please do not return any goods as it may extend the resolution time. If your parcel has been damaged upon delivery, please take photographic evidence and send it straight to customer support. All claims regarding parcels arriving damaged must be made within 7 days of the delivery date. Unless proof of damage has been verified by a member of the support team, we cannot proceed to a refund, credit or replacement. Once we've received the above information, we will strive to ensure the issue is rectified instantly.
NEED TO RETURN SOMETHING?
Our policy lasts 30 days starting the date you purchased your items. Otherwise, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging and all labels must still be attached to return the goods.
To complete your return, we require a receipt or proof of purchase and pictures proving the state of the defects. Please do not send your purchase back to the manufacturer.
Several types of goods are exempt from being returned, as follows:
PARTIAL REFUNDS (IF APPLICABLE):
There are certain situations where only partial refunds are granted:
REFUNDS (IF APPLICABLE):
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. All items are thoroughly inspected before any action is taken. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
CAN GIFTS BE RETURNED?
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
LATE OR MISSING REFUNDS (IF APPLICABLE)
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at at firstname.lastname@example.org.