Refund policy

Return and Refund Policy

Our priority is to ensure a transparent and satisfactory shopping experience, we are here to help you. Please read our guidelines below regarding returns, refunds, and claims. In addition, please make sure to read our Terms and Conditions of Use.

1. Right of Withdrawal (14-Day Return Period)

In accordance with consumer protection regulations, you have the right to return your item(s) within 14 days of receipt for any reason, without needing to provide a justification.

  • Authorization Required: Before returning any items, you must contact us to request the return address and formal authorization. Items sent back to us without a prior return request will not be accepted.

  • Return Shipping Costs: For standard returns (change of mind), the buyer is responsible for all return shipping expenses.

  • Item Condition: To be eligible for a return, the item must be in the exact same condition as delivered: unused, unopened, unalterated, undamaged with all original tags attached, and in its original packaging.

  • Non-Compliant Returns: Items that do not meet the conditions stated above will be refused. In such cases, the customer will have 30 days to arrange for the collection of the item from our warehouse via their own courier at their own expense. After this period, the item may be disposed of or restocked without further notice.

2. Damages, Defects, and Non-Conformity

Please inspect your order immediately upon delivery.

  • Strict 48-Hour Notification: Any claims regarding defective, damaged, or incorrect items must be reported to us within 48 hours of delivery. Notifications made after this 2-day window will not be accepted.

  • Proof of Damage: You are required to provide clear photographic evidence of the issue, including photos of the product and the original packaging before it is discarded. Claims without valid proof will be rejected.

  • Resolution: If an item is confirmed as damaged or incorrect, we will evaluate the issue and arrange a solution for you.

3. Non-Returnable Items and Exceptions

Certain items cannot be returned due to their nature:

  • Perishable goods.

  • Custom-made or personalized products.

  • Services already rendered.

  • Gift Cards: We cannot accept returns or provide refunds for gift cards.

4. Refund Calculations and Penalty Fees

Refunds are issued for the net value of the product only. Refunds will be issued to the original payment method.

  • Shipping Fees: Initial shipping costs and additional service fees are non-refundable. If your order qualified for Free Shipping, the actual shipping cost incurred by us will be deducted from your final refund.

  • Warehouse Return Fees: Shipments returned to our warehouse for the following reasons will incur penalty charges:

    • Recipient’s refusal to accept the package.

    • Incorrect/incomplete address or unknown recipient.

    • Failed delivery after two attempts.

    • Failure to collect the shipment from a collection point after days of storage.

  • Charges: These penalties include the return shipping costs and any storage/holding fees charged by the courier (which will be documented and justified).

5. Exchanges

The most efficient way to exchange an item is to return the original product for a refund and, once the return is accepted, place a separate new order for the desired item.

6. Processing Times and Refunds

  • Evaluation: Our customer service team will assess the return based on the nature of the issue. The standard processing time for claims is 5 business days, which may be extended if an investigation with the courier is required.

  • Approval & Payment: Once your return is inspected and approved, a refund will be automatically processed to your original payment method within 10 business days.

  • Delays: Please note that banks and credit card companies may require additional time to post the transaction.

Need further assistance? Please contact our Customer Service team to initiate your return process or to ask questions regarding a specific item.