Refund policy
Please note: we do not offer free returns — return shipping charges apply.
Returns
Can I return my order?
Yes. For eligible online purchases, you have the right to notify us that you wish to cancel your purchase within 14 days beginning the day after you, or a third party nominated by you other than the carrier, receive the goods.
After notifying us of your cancellation, you must send the goods back without undue delay and no later than 14 days after the date on which you informed us of your decision to cancel.
For a return to be accepted and processed, the following conditions apply:
- The item must be returned with all original parts, accessories and components supplied with it.
- You may inspect and handle an item only to the extent reasonably necessary to establish its nature, characteristics and functioning, similar to what would normally be permitted in a shop.
- If the value of the goods has been reduced because of handling beyond what is reasonably necessary, we may make an appropriate deduction from the refund where permitted by applicable law.
- Hygiene-sensitive products must be appropriately cleaned before being returned, where applicable.
- Faulty, damaged, incorrect or materially misdescribed goods should be reported to us as soon as reasonably possible. Your statutory rights concerning such goods are separate from the change-of-mind procedure described in this policy.
- For change-of-mind returns, customers are responsible for the direct cost of returning the goods where they were informed of this obligation before purchasing.
- Nothing in this policy excludes, restricts or replaces statutory consumer rights that cannot legally be excluded.
How Do I Start a Return?
Before sending a return, please contact our customer service team so that we can provide you with the correct return address and instructions.
Email us at:
Please include:
- Your order number
- Your first and last name
- Your address
- The item or items you wish to return
- The reason for the return, where applicable
- Photographs if you are reporting an item as damaged, faulty or incorrect, where reasonably helpful
Once we have received your request, we will provide you with the applicable return instructions and return address.
Please do not send your return to the address printed on the original parcel or shipping label unless we have specifically confirmed that it is the correct return address.
Return Address
Accordingly, change-of-mind returns may need to be sent internationally to our designated central returns warehouse.
Please note: all change-of-mind returns are sent to our central warehouse in Asia at the customer’s expense.
The exact return address and applicable instructions will be supplied by our customer service team after you contact us.
Customers should not send a return to any other address without prior confirmation from us, as doing so may cause delays in identifying and processing the return.
Return Shipping Costs
We do not offer free returns for change-of-mind returns.
The customer is responsible for arranging the return and paying the direct cost of returning the goods to the designated return address.
Return shipping costs can vary depending on the customer's location, parcel size, weight and chosen carrier. We do not control the prices charged by third-party postal or courier services.
We strongly recommend choosing a suitable tracked international shipping service and keeping your receipt, tracking number and proof of postage until your return and refund have been completed.
Returns & Customs Clearance
Where customs clearance is required for an international return, the sender is responsible for arranging the return shipping method and completing the necessary customs requirements associated with the return shipment.
Customers should carefully check the conditions of their chosen postal or courier service before sending the return.
Do not use a shipping method that requires recipient-side customs clearance, payment of customs charges by the recipient, or action by our warehouse to release the parcel from customs.
Our central warehouse cannot pay customs duties, taxes, handling charges, import charges or customs-clearance fees on incoming return parcels.
The return must therefore be sent using an appropriate shipping method under which any necessary customs requirements are handled by the sender and/or their chosen carrier without requiring payment or clearance by the recipient.
If a parcel becomes held at customs because the selected shipping method requires recipient-side clearance, recipient payment or other action from our warehouse, we may be unable to receive the parcel.
Customers should therefore confirm with their chosen carrier before dispatch that the shipment will not rely on recipient-side customs clearance or recipient payment.
Customers are responsible for providing complete and accurate information on customs documentation.
Do not deliberately undervalue the parcel, provide an inaccurate description of its contents, or provide false or misleading customs information.
Proof of Return & Tracking
We strongly recommend using a tracked return service.
After sending your return, please provide our customer service team with:
- Your order number
- The return tracking number
- The name of the carrier used
- Proof of postage or other evidence of dispatch where available
Please retain all shipping documentation until your refund has been completed.
Providing tracking information also allows us to identify your return more efficiently and monitor its progress.
Refunds
If you validly exercise your right to cancel, we will reimburse the payments due to you in accordance with applicable consumer law.
For a change-of-mind cancellation involving returned goods, where we have not offered to collect the goods, we may withhold reimbursement until either:
a) we receive the returned goods; or
b) you provide evidence that you have sent the goods back,
whichever occurs first, in accordance with applicable law.
Once the applicable requirements have been satisfied, the refund will be processed without undue delay and within the timeframe required by applicable law.
Refunds will normally be issued using the same payment method used for the original transaction, unless expressly agreed otherwise.
No additional fee will be charged by us solely for processing the refund.
Where legally required, we will also reimburse the cost of our least expensive standard delivery option. Additional delivery costs resulting from the customer choosing a more expensive delivery method do not have to be reimbursed to the extent permitted by law.
Condition of Returned Goods
Customers may inspect and handle goods to the extent reasonably necessary to establish their nature, characteristics and functioning.
This is broadly equivalent to the inspection that would normally be permitted when examining an item in a physical shop.
If an item has been handled beyond what is reasonably necessary and that handling has resulted in a reduction in the item's value, we reserve the right to make an appropriate deduction from the refund.
Where applicable, returned products should include the parts, accessories and components originally supplied with them.
Opening packaging will not, by itself, automatically result in a deduction where opening the packaging was reasonably necessary to inspect the product.
Faulty, Damaged, Incorrect or Misdescribed Goods
The customer-paid change-of-mind return provisions above do not override your statutory rights where goods are faulty, damaged, incorrect, materially misdescribed or otherwise fail to conform to the contract.
If you believe you have received such an item, please contact:
Please provide your order details and a description of the problem. Photographs may be requested where reasonably helpful to establish the issue.
Where a customer validly exercises a statutory remedy in relation to non-conforming goods, return costs and refunds will be handled in accordance with applicable consumer law.
Exchanges, Replacements & Alternative Resolutions
Depending on the circumstances, we may offer an exchange, replacement, store credit, partial refund or another mutually agreed resolution as an alternative to returning the item.
These alternatives are optional unless otherwise expressly agreed.
For example, we may offer a customer the opportunity to keep an item in exchange for an agreed partial refund, thereby avoiding the cost and inconvenience of arranging an international return.
Any such offer becomes effective only once the customer accepts it.
Declining an optional alternative resolution does not remove any statutory rights that the customer is otherwise legally entitled to exercise.
Orders Already in Transit
Our fulfilment process begins shortly after an order is placed. Once an order has entered fulfilment or has been handed to a carrier, it may no longer be operationally possible for us to intercept or stop the shipment.
Where an order cannot be intercepted, the customer may notify us of their intention to cancel and, where applicable, follow the return procedure after receiving the goods.
Incorrect or Unauthorised Return Addresses
Please contact us before sending your return so we can provide the appropriate return address.
Do not assume that the sender address, fulfilment address or other address appearing on the original parcel is our designated returns facility.
Sending an item to an incorrect or unauthorised address can cause significant delays in identifying or processing the return.
Customers should therefore use the return address supplied by our customer service team.
Incorrect Return Information
Customers are responsible for providing accurate information when arranging their return, including the correct order details and return tracking information.
For international shipments requiring customs documentation, customers must provide accurate information and follow the requirements of their chosen carrier and relevant customs authorities.
False or deliberately inaccurate customs declarations should not be used.
Lost or Delayed Return Parcels
We strongly recommend using a tracked shipping service and retaining proof of postage.
If a return parcel is delayed or appears to have been lost while being transported, customers should contact the carrier they selected to investigate the shipment.
Where applicable, we will assess the refund based on the circumstances and the evidence provided, including proof that the goods were sent back, in accordance with applicable consumer law.
Cancellation Period
In accordance with applicable consumer protection laws, customers have the right to withdraw from an eligible purchase within 14 days from the day after they, or a designated third party other than the carrier, receive the final item in their order.
As our order processing system is highly automated, orders are prepared for fulfilment shortly after they are placed. Consequently, once an order has entered the shipping process, we may be unable to intercept or cancel its delivery.
Orders Currently in Transit
As our products are dispatched temporarily through our internation logistical fulfillment partner, delivery times may vary depending on shipping routes, customs procedures and carrier operations.
Once an order has been dispatched, it may not be possible to stop or redirect the shipment while it is in transit.
If you wish to cancel an order that is already on its way, you may notify our customer service team once you have received your item.
To help us process your return efficiently, we kindly request that you provide proof of return shipment, including a tracking number or shipping confirmation where available.
Consequences of Cancellation
Where you validly cancel an eligible purchase, we will reimburse the payments due to you in accordance with applicable law.
For returned goods, we may withhold reimbursement until we have received the goods back or you provide evidence that you have sent them back, whichever occurs first, where applicable.
Refunds will normally be made using the same payment method used for the original transaction unless otherwise expressly agreed.
Where required by law, the cost of our least expensive standard delivery method will also be reimbursed. Additional delivery costs resulting from the customer's choice of a more expensive delivery option may be excluded where legally permitted.