Returns, refunds & cancellations

Overview

Upon receiving your order, you have 7 days to report a return request or a defective item. Approved returns must be sent back to us within 15 days of approval, with tracking.

All returned items — defective or not — must be unused, with their original tags and packaging intact. We cannot accept items that have been worn, damaged, washed or altered in any way, and no refund is issued for such items.

Defective or damaged items

Report defective items within 7 days of delivery. We refund based on the extent of the defect and work quickly to resolve the issue. If a return is needed, we cover the return shipping costs for defective, damaged or wrong items.

If your order arrives damaged in any way, or you received the wrong item, we cover the return shipping costs.

Minor variations in color, size, finish or texture are normal for many of our product categories and are not considered defects. Screens can show colors differently from the real product.

Non-defective items (change of mind)

If a product is not defective but is different from what you expected, you can also request a return within 7 days of delivery. In this case you are responsible for the return shipping costs.

No restocking fee is charged for returns.

How to request a return

1. Photograph and describe

   Within 7 days of delivery, take clear photos of the item and its packaging and describe the problem.

2. Email support

   Send the photos and description to [email protected] using the subject line below. One email per order — include every affected item.

3. We review

   Our team assesses the request and replies within 2–3 business days.

4. Ship it back

   If approved, we email you the return address. Ship the item within 15 days with tracking and email us the tracking number.

5. Inspection & refund

   Refunds are issued after the returned item is received and inspected.

Do not send items back before your return is approved — unannounced returns may not be accepted.

Refunds

Approved refunds are paid to your original payment method, in the currency you paid in and for the amount paid for the refunded items — there is no re-conversion: card payments back to the card via Stripe, PayPal payments back to PayPal, and bank transfers for quotations back by bank transfer to the account that paid. Transfer fees for a bank-transfer refund are borne by the customer.

We issue approved refunds within 3–5 business days after the returned items are received and inspected. How long the refund then takes to appear depends on your card issuer, PayPal or bank.

Resolutions, including the refund method and amount, are based on the evidence, the type of issue and who is at fault. Full refunds are not guaranteed on bulk or wholesale orders.

Cancellations & changes

Cart orders: email [email protected] with your order reference as soon as possible. Orders that have not yet shipped can be cancelled for a full refund; once an order has shipped, the returns process above applies.

Quotations: nothing is payable until you confirm the quotation online. After you confirm and pay the deposit, the order can still be cancelled and the deposit refunded as long as the goods have not been shipped. Once shipped, the formal returns process applies — this also applies to custom items.

We may refuse or cancel an order, for example when a product is unavailable or a price was shown in error. If we cancel, any payment received for the cancelled part is refunded to the original payment method.

Missing or lost parcels

If tracking shows your order as delivered but you have not received it, notify us within 7 days of the delivery date so we can open an investigation with the carrier. The resolution depends on the carrier’s findings. Reports made later may not be eligible.

Orders may ship in more than one parcel. Please wait until all parcels of the order are delivered — check every tracking number in your shipping notice — before reporting an item as missing.

After-sales claims

Other after-sales issues with an order — anything other than shipping delays and standard return requests — are also handled by email at [email protected].

• Submit a claim once all parcels in the order have been delivered, and within 20 days of the complete delivery date.
• One claim per order. Include all affected items in the same email.
• Include clear photo or video evidence and a description of the issue. Unclear, incomplete or unsupported claims may be delayed or denied.
• If we ask for information and do not hear back within 14 days, the claim may be closed and any resolution offered is considered accepted.

Payment disputes

Please contact us to resolve any issue before opening a chargeback or a PayPal dispute — it is usually the fastest way to a solution. If you have already received a refund or replacement for an order, please do not also open a dispute for the same order. Full rules are in Terms & conditions.

Contact

Email [email protected] with your order or quotation reference and the product SKU. The return address is provided by email after your return is approved.