Last Updated: September 30, 2026

1. Return Eligibility
Our standard returns procedure covers defective, damaged or incorrect items. Please contact us within 10 days of delivery.

• Provide your order number, a description of the issue and supporting photos where reasonably possible.
• Retain the item and its original packaging where available.
• Do not continue using an item after discovering a defect, damage or an incorrect delivery.
• Contact us before sending the item back and follow the instructions we provide.

Our standard reporting period and packaging requirements do not limit applicable statutory rights, including rights relating to defects discovered later.

2. Product Categories and Change-of-Mind Returns
We assess claims for defective, damaged or incorrect items regardless of product category. Food, beverages, cosmetics, skincare, opened products, clearance items, final-sale items and customized products are not excluded solely because of their category or sale status. Opening or reasonably inspecting an item to discover a problem does not, by itself, disqualify the claim. Damage caused by customer misuse, improper storage or mishandling is not covered by our standard returns procedure. We do not offer voluntary change-of-mind returns. Any cancellation, withdrawal or return rights required by applicable law remain unaffected.

3. How to Request a Return

1. Contact us through the chat support icon on our website or our Contact Us page.
2. Provide your order number, a description of the issue and photos where reasonably possible.
3. Wait for our assessment and instructions before shipping anything back. We will tell you whether a return is required.
4. If a return is required, use the shipping method and instructions we provide.

Please retain the item and packaging while we review your request, unless doing so would be unsafe.

4. Non-Delivery and Transit Damage
If goods are not delivered, or arrive damaged, because of an error by us or an error or negligence by the shipping carrier, we will investigate and arrange reshipment of the affected goods at our expense once the cause is established.

• Reshipment will be provided at no additional cost to you.
• If we require damaged goods to be returned, we will provide instructions and cover the return shipping.
• If reshipment is not possible, we will refund the price paid for the affected goods and the original shipping charges attributable to them.
• Applicable taxes collected by us on the refunded amounts will also be refunded.
  
• Payment processing fees will not be deducted, including when transit-damaged goods cannot be reshipped and a refund is issued instead.
• Where the refund results from our error, Section 5 also applies.

These arrangements do not limit any other remedy required by applicable law.

5. Costs When We Are at Fault
If a return or refund results from our error, such as sending an incorrect or defective item, we bear the related costs.
Where a refund is provided, we will:

• Refund the purchase price of the affected goods.
• Refund the original shipping charges attributable to those goods.
• Refund any applicable taxes collected by us on the refunded amounts.
• Reimburse customs duties and import taxes paid by the customer for those goods.
• Cover the return shipping required under our instructions.
• Bear payment processing fees without deducting them from the refund.

For a refund of the entire order, this includes the full original shipping charge. For a partial-order refund, we will explain the shipping amount attributable to the affected goods. Please provide receipts or other evidence of customs duties and import taxes paid. Amounts already refunded by customs authorities, a carrier or another party will not be reimbursed a second time.

6. Refund Process and Timing

• We will review your request and notify you of the outcome.
• Where a return is required, we will normally inspect the returned item before confirming a refund, subject to applicable legal requirements.
• Approved refunds are issued to the original payment method.
• We will process approved refunds within 10 business days after approval, or sooner where required by applicable law.
• The time for the refund to appear in your account depends on your bank or payment provider.
• Refunds resulting from our error are issued without deducting payment processing fees.
• Where non-delivery or transit damage is caused by the carrier and reshipment is not possible, no payment processing fees will be deducted from the refund.
• No deduction will be made where prohibited by applicable law.

7. Customer-Caused Delivery Failures
If delivery fails because of customer-related circumstances, such as an incorrect address supplied by the customer, refusal of delivery, prolonged absence or failure to collect the package:

• The delivery failure does not automatically cancel the order.
• We do not accept cancellation or provide a refund, reshipment or compensation on that basis.
• Product charges, original shipping fees, customs duties, import taxes and other import-related charges are non-refundable.
• Additional return, storage and disposal costs actually incurred because of the failure are the customer’s responsibility. We will provide details of any additional costs charged.
• Packages may be disposed of by the carrier or customs authorities. Packages returned to us will not be reshipped and will be disposed of.

These conditions apply only to customer-caused delivery failures and are subject to applicable statutory rights. Full details are provided in Section 7 of our Shipping Policy.

8. Exchanges
We do not offer a routine direct-exchange service. If a refund is approved and you wish to order a different item, please place a new order. This does not affect the reshipment arrangements described above, any replacement agreed with us, or a replacement right required by applicable law.

9. Circumstances Where Neither Party Is at Fault
Where neither we nor the customer is at fault, we will review the cause, condition and location of the goods, and available options individually. These circumstances will not automatically be treated as customer fault. The appropriate response will depend on the facts and applicable law.

10. Statutory Rights
Nothing in this policy excludes or limits rights or remedies that cannot lawfully be excluded or limited. Where applicable law provides cancellation, withdrawal, repair, replacement or refund rights beyond our standard procedure, those rights take precedence.