Returns and Refund Policy
You may return most new, unopened items within 100 days of delivery for a full no questions asked refund.
We'll also send a courier to pick up the product if the return is a result of our error (you received an incorrect or defective item, etc.). In this case, we need to see photographic proof sent to email@example.com that there is a defective issue with the product. Once we have proof, the item should be packed in its original packaging and we will organise a pickup from one of our couriers at no cost to you. Once we have taken delivery of the goods again, you will be refunded in full.
Change of mind request procedure
- You must consult with us about any change of mind refund request. Please do not return the product to us without our prior consultation. If no consultation has occurred, a refund will not be provided.
- Please send a message via firstname.lastname@example.org or chat with us on the website and provide us with the pictures or video (or an acceptable quality) that shows the condition of the received product and an explanation about why the customers would like to return the product, and if the item is eligible for a refund.
- We require that returns due to a change of mind are done at the customer's arrangement.
- If a change of mind request is accepted, and:
- you have been provided with the return address, we will refund the item price and the shipping fee minus return postage and a restocking fee of 10% of the item price and the shipping fee; or
- you have not been provided with the return address, we will refund the item price and the shipping fee minus a restocking fee of 10% of the item price and the shipping fee; and/or
- the customer changes their mind before the item is received and requires the action of Return to Sender (RTS), we will refund the item price and the shipping fee minus a restocking fee of 10% of the item price and the shipping fee. Refund for RTS will be provided after the item is received at our/supplier warehouse facility.
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund quicker than this. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item.
For customers that availed our Product Protection Plan:
For your convenience and complete peace of mind, we offer Purchase Protection 6% of your total purchase during checkout. In the event you make a claim on your Purchase Protection, the cost of the Purchase Protection is non-refundable.
Purchase Protection Plan includes:
A refund to your original method of payment if you change your mind. If you don’t have Purchase Protection we offer a store credit rather than a refund for a change of mind.
If you change your mind, you may return your order to us within 60 days of the date you received it, no questions asked, subject to other terms of our Returns Policy. Our standard change of mind return time frame is 30 days.
If we agree you need a replacement product, we’ll send it straight away, even before we’ve received the first item back.
We reserve the right to refuse claims under our Purchase Protection policy in circumstances where we believe that claim is invalid.
Normally, if you change your mind, we'll give you a store credit. However, if you've included Purchase Protection at checkout, and you change your mind, we'll provide a refund to your original method of payment. Our Refund Guarantee is subject to the terms and conditions applicable to 'RETURNS'. Please note that some items are specifically excluded from all change of mind returns.
You may cancel an order, or part thereof, only before an order reaches the dispatch processing stage, in this case you will receive a store credit voucher or refund in the amount you paid for the product, including shipping. After an order, or part thereof, reaches the dispatch processing stage, cancellations or changes may not be possible. As we endeavour to send your order to you as soon as possible, which often will be within 24 hours, requests for cancellations need to be lodged as soon as practicable after ordering. Once items have shipped, you cannot cancel them. Products described as 'made to order' cannot be cancelled. Please be advised, for Click & Collect, Next day and Fast Track dispatch items, no cancellations or changes may be possible.