We want you to feel 100% confident in using our services. That is why we offer a 5-day returns policy. Here’s how it works:
If you are not satisfied with your purchase for any valid reason, simply contact our customer services department as soon as you have received your goods and explain that you wish to return the product. Contact us by email at firstname.lastname@example.org
No refund will be honored if the product(s) has been opened, used or damaged (including damage incurred during transit) back to us unless product is faulty. Returns can only be honored if the product(s) in returned intact.
Please note, once you have placed an order and refuse acceptance of delivery of that order from either the local postal office, courier, border control or customs, then no refund will be issued as a result of the goods being returned to us.
IMPORTANT: YOU MUST CONTACT US PRIOR TO RETURNING A PRODUCT AND ASK FOR A “CUSTOMER RETURNS FORM”. A REFUND WILL NOT BE ISSUED WITHOUT PROPER AUTHORISATION FROM ONE OF OUR CUSTOMER SERVICE REPRESENTATIVES. NO RETURNS WILL BE ACCEPTED AFTER 5 DAYS.
Please allow 3-5 working days for the refund to settle within your bank account before contacting us.
Please note: You are liable for all custom fees and charges.
Refund upon return: Refunds can only be processed once the goods are delivered safely back at our warehouse. As soon as your goods have been delivered to us, you will be refunded within 24 hours. We are unable to refund for delayed orders that are still en-route.
Returned parcels (EU & International) – Any parcels that are denied entry by customs or returned to us by you (the customer) will be charged a return fee which will be taken from your refund when the goods arrive back to us (amount may vary).
NO EXCHANGES WILL BE ACCEPTED! We are not offering free exchanges to any customers. If you wish to exchange to another item / items your order will need to be refunded or place a new order.
COLD CHAIN ITEMS: Please note, we do not accept returns on any cold chain items unless faulty when delivered.
All “Refund requests” must be sent over on email to (email@example.com) so that they are traceable. No refund can be accepted via the phone, live chat or website enquiry.