Return and Refund Policy

1. Policy Overview
This Return and Refund Policy explains the conditions and procedures for requesting a return, exchange, refund, or order cancellation. It should be read together with the Terms of Service. Nothing in this policy limits any mandatory consumer rights that may apply, including rights relating to defective, damaged, or incorrectly described products.

2. Return and Exchange Period
Return or exchange requests must be submitted within 30 days of the delivery date. Requests received after the 30-day period may not be accepted, except where otherwise required by applicable law.

3. Return Eligibility
To qualify for a return or exchange, the item must:

  • Be unused and in the same condition in which it was received.
  • Include all original parts, accessories, labels, and packaging.
  • Show no signs of wear, use, damage, alteration, or improper handling.
  • Be returned only after the request has been reviewed and approved.

4. Returns That May Not Be Accepted
A return or exchange may be declined when:

  • The item does not meet the return eligibility requirements.
  • The item has been used, worn, altered, damaged, or handled improperly.
  • The request is submitted after the applicable return period.
  • The item is returned without prior approval or outside the provided return instructions.

5. How to Request a Return or Exchange
To request a return or exchange, contact EMAIL within 30 days of delivery. The request should include:

  • The order number.
  • The name or description of the item.
  • The reason for the return or exchange.
  • Supporting photographs where relevant.

Return instructions must be received before sending an item back. Unauthorised returns may not be accepted or processed.

6. Incorrect, Damaged, or Defective Items
Customers who receive an incorrect, damaged, or defective item should contact EMAIL and provide:

  • The order reference number.
  • A description of the issue.
  • Clear photographs showing the product and the reported problem.

Once the issue has been reviewed and verified, an appropriate solution may be offered, such as a replacement or refund, in accordance with this policy and applicable consumer law.

7. Return Shipping
The return address and shipping instructions are provided after the return request has been approved. When a return is required because the wrong item was supplied or the item arrived damaged or defective, reasonable return shipping costs will be covered by the store. For other approved returns, the customer is responsible for the return shipping costs. No restocking fee is charged. Customers should retain proof of shipment until the return has been completed.

8. Refund Process
Returned items are inspected after they are received. The customer will be informed whether the refund has been approved or declined. Approved refunds are issued to the original payment method within 7 business days after approval. Additional processing time may be required by the customer’s bank, card issuer, or payment provider. Original shipping charges, where applicable, are not refundable unless required by law or the return results from an error attributable to the store.

9. Exchanges
Exchanges are processed after the returned item has been received, inspected, and approved. Exchanges are subject to product availability. When the requested replacement is unavailable, a refund may be issued to the original payment method instead.

10. Order Cancellations
Cancellation requests must be submitted before order processing begins by contacting EMAIL. Once an order has entered processing or has been dispatched, it may no longer be cancelled. The customer may submit a return request after delivery in accordance with this policy.

11. Misuse and Fraud Prevention
We reserve the right to review and decline return, exchange, or refund requests where there is reasonable evidence of fraud, repeated policy abuse, product tampering, or intentional misuse. This provision does not affect any mandatory consumer rights.