Returns & Refunds

When a return, replacement, or refund may be reviewed

Requests are generally reviewed when a product is physically damaged in transit, leaked or spilled during delivery, materially different from the confirmed order, or a wrong or missing item has been delivered. Used or opened items are typically not eligible for return due to safety, hygiene, and resale limitations.

Items that are usually not returnable

• Opened, used, or tampered products.
• Products reported outside the stated claim window.
• Items returned without original packaging, invoice, or supporting evidence where such evidence is needed to assess the issue.

What to send when reporting an issue

• Your order number and the email address or phone number used for the purchase.
• Clear photos or videos of the damaged, leaked, incorrect, or missing product issue.
• Photos or video of the mono-carton, outer packaging, and unboxing, especially for breakage, leakage, or shortage disputes.
• A short description of the problem and whether you are requesting a replacement, correction, or refund review.

Change and cancellation requests

• Order changes are not always possible once processing begins, but the team can try to help if you contact them within 7 hours of placing the order.
• Cancellation requests are usually considered if raised within 10 hours of order placement and before dispatch.
• If a cancellation is approved before dispatch, the original payment amount is usually processed back to the same payment method, subject to banking timelines.

Resolution timelines

After the support team receives complete evidence, the issue is generally reviewed within 5 working days. If a replacement or refund is approved, the team will confirm the next steps, including return instructions if applicable, replacement dispatch, or refund processing timelines.