Refunds & Returns
All orders can be cancelled until they are shipped. If your order has been paid and you need to make a change or cancel an order, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.
Your satisfaction is our #1 priority. Therefore, if you’d like a refund you can request one:
If you did not receive the product within the guaranteed time (45 business days, not including 2-5 day processing) you can request a refund or a replacement.
If you received the wrong item you can request a refund or a replacement.
If you do not want the product you’ve received you may request a refund but you must return the item at your expense and the item must be unused.
Please note that we cannot offer a refund under the following circumstances:
- Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address)
- Your order did not arrive due to exceptional circumstances outside of our control (i.e. not cleared by customs, delayed by a natural disaster, etc).
- Other exceptional circumstances outside of our control.
Refund requests must be submitted within 15 days after the guaranteed period for delivery (45 business days) has expired. You can do so by sending a message through our Contact Us page, or by replying to your order confirmation email.
If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied via your original method of payment, within 14 days of our receipt of your returned item.
If for any reason you would like to exchange your product, you must contact us first and we will guide you through the steps.
Please do not send your purchase back to us unless we authorise you to do so.