Refund & Returns Policy

Policy Overview

Because our products require controlled handling and product-integrity safeguards, we generally cannot accept returns of items that have left our control. This helps protect customers and maintain consistent quality standards.

Exceptions may be considered for products that arrive damaged, defective, incomplete, or different from what was ordered.

Order Cancellations

Cancellation requests must be submitted before an order has been processed or dispatched. Once fulfilment has begun or tracking has been issued, cancellation may no longer be possible.

• Include your full name and order number.
• Approved cancellations may be subject to non-refundable payment-processing charges where applicable.
• We cannot guarantee that a cancellation request will be completed before dispatch.

Returns and Non-Returnable Items

For safety, quality-control, and storage-integrity reasons, products are generally final sale and may not be returned after delivery.

• Opened, used, altered, or unsealed products are not eligible for return.
• Products stored or handled outside recommended conditions are not eligible.
• Sale, clearance, promotional, and custom items are final sale unless they arrive damaged or incorrect.
• Unauthorised returns may be refused and may not qualify for reimbursement.

Damaged, Missing, or Incorrect Orders

Contact us within 48 hours of delivery if your package is damaged, missing an item, or contains the wrong product. Claims submitted outside this period may be harder to verify.

• Your order number
• A clear description of the issue
• Photos of the shipping box, label, packaging, and affected item
• Any relevant carrier documentation

After review, we may offer a replacement, store credit, or refund, depending on the circumstances and available evidence.

Approved Refunds

When a refund is approved, it will normally be issued to the original payment method. Processing times vary by payment provider and financial institution.

• Original shipping charges are generally non-refundable unless the error was ours.
• Refunds may exclude transaction or processing fees that cannot be recovered.
• Store credit may be offered where a direct refund is unavailable or agreed with the customer.

Shipping and Delivery Issues

Customers are responsible for entering a complete and accurate shipping address. Orders returned due to an incorrect address, failed delivery, refusal, or unclaimed package may require additional shipping charges before reshipment.

If a shipment is delayed or appears lost, contact us so we can review the tracking information and, where appropriate, assist with a carrier claim.

Payment Disputes and Chargebacks

Please contact us first so we can investigate and try to resolve the issue. Filing a payment dispute without contacting support may delay resolution. We may provide order, communication, fulfilment, and delivery records to the payment provider when responding to a dispute.