Refunds Policy

Refund, Cancellation, and Returns Policy

Customer satisfaction is a material priority of the Company. Subject to the eligibility requirements, procedural conditions, limitations, and exclusions set forth herein, an eligible customer may receive reimbursement of the applicable product purchase price.

Where a refund is approved, the Company shall initiate reimbursement to the original payment method within fifteen (15) calendar days following completion of the applicable claims procedure. Where return of a product is required, the claims procedure shall not be deemed complete until the returned product has been received and inspected by the Company or its designated returns facility.

For the avoidance of doubt, references to a “full refund” in this Policy mean reimbursement of the amount paid for the relevant product, subject to any expressly applicable deductions. Original shipping charges, return shipping expenses, and any applicable restocking fee are excluded unless otherwise required by mandatory law.

1. Cancellation of an Order

A customer may request cancellation of an order that has already been paid for by notifying the Company no later than twelve (12) hours after the payment transaction was completed.

The cancellation request must include sufficient information to identify the transaction, including:

• the customer’s full name or the email address associated with the order; and
• the applicable order number.

A cancellation request submitted within the twelve-hour period remains subject to the operational status of the order. If the order has already entered processing, fulfilment, or shipment, cancellation may no longer be technically or commercially feasible.

Following expiration of the twelve-hour cancellation period, or once the product has been processed or dispatched, the customer’s sole refund remedy shall be to request authorization to return the product in accordance with this Policy.

Customers seeking cancellation should contact the Company immediately and provide their name, email address, and order number.

2. Failure to Deliver Within the Guaranteed Delivery Period

An order may qualify for reimbursement where the product has not been delivered within the Company’s guaranteed delivery period.

For purposes of this Policy, the guaranteed delivery period expires sixty-five (65) calendar days after completion of the applicable order-processing period. The order-processing period ordinarily requires between two (2) and five (5) calendar days and is not included within the sixty-five-day delivery period.

The guaranteed delivery period is distinct from, and shall not be interpreted by reference to, any estimated delivery date or delivery window displayed by a carrier, logistics provider, postal operator, fulfilment service, or third-party shipping service during checkout or thereafter.

A customer seeking reimbursement for non-delivery must contact the Company after expiration of the guaranteed delivery period and provide the customer’s name, email address, and order number.

Eligibility remains subject to the exclusions concerning incorrect delivery information, unsuccessful delivery attempts, customs action, natural disasters, theft, carrier loss, and other circumstances specified below.

3. Incorrect, Defective, or Counterfeit Products

A customer who receives an Incorrect Product, Defective Product, or Counterfeit Product must submit a claim no later than seven (7) calendar days after the date on which the product was delivered.

Except where otherwise authorized in writing by the Company, the customer must return the relevant product before any refund may be processed. The refund procedure shall commence only after the returned product has reached the return destination designated by the Company and has been received for inspection.

Subject to approval of the claim, reimbursement shall be initiated to the credit card or other original payment method within fifteen (15) calendar days after receipt and inspection of the returned product.

The returned product must be in its original condition and accompanied by its original packaging, accessories, components, documentation, and promotional items. The packaging should remain sealed except where opening the packaging was reasonably necessary to identify or confirm a defect under subsection B below.

A. Incorrect Product

An “Incorrect Product” means a product that materially differs from the product ordered, including, without limitation:

• a product manufactured or marketed under a different brand;
• a different model;
• a product represented as the same brand and model but supplied in a materially inferior grade or quality; or
• the correct brand or model supplied in an incorrect colour, size, configuration, specification, or variation.

B. Defective Product

A “Defective Product” means a product that appears externally intact but fails to operate, perform, or function substantially within the specifications, parameters, or functionality represented for that product.

C. Counterfeit Product

A “Counterfeit Product” means a product that is an imitation, forgery, unauthorized reproduction, or unauthorized replica of an authentic product.

4. Conditions Applicable to Claims and Returns

Before submitting a claim or returning a product, the customer acknowledges and agrees to the following conditions:

• Original shipping charges. Charges incurred for the original shipment are non-refundable. Unless otherwise required by law, reimbursement is limited to the amount paid for the applicable product.
• Return authorization. The applicable return address may differ from the address of the original warehouse, retailer, vendor, fulfilment facility, or dispatch location. A customer must not return or mail a product until the Company has issued a valid return address or other written return instructions.
• Return shipping expenses. The customer is solely responsible for all expenses, fees, duties, taxes, and risks associated with returning the product, unless otherwise expressly agreed in writing or required by law.
• Tracking information. After dispatching the returned product, the customer must provide the Company with the shipment tracking number and the name of the carrier or logistics provider.
• Commencement of refund processing. Refund processing begins only after the returned product has been delivered to and received at the return destination designated by the Company.
• Refund period. An approved refund shall be initiated within a maximum of fifteen (15) calendar days after receipt and inspection of the returned product.
• Restocking fee. The Company reserves the right to deduct a restocking fee equal to two percent (2%) of the otherwise refundable product purchase price, to the extent permitted by applicable law.

5. Circumstances in Which a Full Refund Is Unavailable

Except where mandatory consumer-protection law provides otherwise, the Company shall not be required to issue a full refund in any of the following circumstances:

• The customer requests cancellation after the product has been dispatched but has not returned the product in accordance with the Company’s return instructions.
• Delivery failed because of an act, omission, error, or circumstance within the customer’s reasonable control, including the provision of an incomplete or incorrect delivery address, the customer’s unavailability to receive the shipment, or theft occurring after delivery, including theft from a porch, doorstep, lobby, reception area, mailbox, or other designated delivery location.
• Delivery failed or was delayed because of exceptional circumstances beyond the Company’s reasonable control, including customs detention or non-clearance, governmental action, natural disaster, severe weather, civil disturbance, carrier theft, postal loss, or loss by a logistics provider.
• The customer ordered the product in error and the order had already entered processing, fulfilment, or shipment before the cancellation request was received.
• The product or parcel was lost or damaged while under the possession or control of a carrier or logistics provider. In such circumstances, the customer may be required to pursue compensation directly from the responsible carrier or logistics provider.
• Any accessory, complimentary item, packaging component, case, box, necklace, documentation, promotional item, or other article delivered with the product is missing, substituted, altered, or damaged upon return.

6. Submission Deadline and Claims Procedure

To request authorization for a return and reimbursement, the customer must submit the prescribed claim form no later than seven (7) calendar days after receiving the relevant product:

SUBMIT A CLAIM

Claims submitted after expiration of the applicable seven-day period may be rejected and shall not be processed, except to the extent that acceptance or processing is required under applicable law.

The submission of a claim does not constitute automatic approval. All claims remain subject to verification, supporting documentation, compliance with return instructions, inspection of the relevant product, and the terms and exclusions of this Policy.