1. Exchanges

• We do not offer change-of-mind returns once an order is placed.
• You may initiate an exchange within 3 days of delivery for a product in the same price range or higher, subject to approval and availability.
• Approved change-of-mind exchanges are issued as store credit, less a 2% restocking fee calculated on the exchanged product’s purchase price. Any additional cost for a higher-priced product is payable by you.

To begin an exchange, contact our support team with your order number and the product details before sending the item back.

2. Defective, Damaged or Incorrect Items

Please report a defective, damaged, missing or incorrect item within 3 days of delivery so we can investigate promptly. Include your order number, a description of the issue, and clear photographs or videos.

Please record the first opening of your parcel where possible. An unboxing video helps establish the condition of the shipment, but its absence does not automatically disqualify a legitimate claim. We will review other available evidence.

Following approval and any required quality check, replacements are generally arranged within 7–10 business days. Our target for resolving a complaint is up to 15 working days, excluding Sundays and official holidays. These are estimated service timelines; availability and transit delays may affect completion, and support will advise you of any changes.

3. Refund Eligibility

Refunds to the original payment method are available for approved cancellations and orders not successfully delivered due to a shipping failure on our end. As described in our Shipping Policy, an unavailable item will also be refunded using the original payment method.

Additional refunds or other remedies may apply to defective, damaged, incorrect or misdescribed products under applicable law. Such remedies are not restricted to store credit or subject to the change-of-mind restocking fee.

Once a refund is approved, we will confirm its processing details. The time taken for funds to appear depends on your bank or payment provider.

4. Cancellation Policy

You may request cancellation within 3 hours of placing an order. Contact support with your order number and cancellation request. We will confirm the cancellation and provide the applicable refund details.

Please see our Terms of Service for the corresponding cancellation terms.

5. Replacement Policy

Complaint review and quality check

Please report the issue within 3 days of delivery and supply clear images, videos and an unboxing recording if available. Replacements are processed after our team reviews the evidence and completes any necessary quality check.

Issues eligible for review

• A defective product.
• Damage sustained during transit.
• Missing products or components.
• An incorrect item received.

Product condition

Keep the item unused where reasonably possible, retain the original packaging and include all supplied accessories when returning an approved item. Do not attempt installation or repairs if you notice a defect.

Limitations

Change-of-mind replacements are not offered for customised or discounted products. However, this restriction does not exclude claims for defects, transit damage, missing components or incorrect products.

Damage caused by improper handling or installation is not covered by this replacement policy. We will assess the cause of the damage before deciding the outcome of a claim.

6. Delivery Issues and Package Condition

Marked delivered but not received

If tracking shows your order as delivered but you have not received it, please notify support within 24 hours so we can promptly raise a courier investigation.

OTP verification and incorrect delivery details

OTP verification and the address supplied at checkout may be considered when investigating a delivery complaint. Neither automatically prevents a review of a disputed delivery. Please check your address and contact details before placing an order and report errors promptly.

Visibly damaged packaging

If the parcel is visibly torn or damaged, ask the courier to record the condition and decline delivery where possible. Take photographs and contact support. If you have already accepted the parcel, you can still report damage with the available evidence.

The reporting periods and evidence requests in this policy help us investigate quickly. They do not override rights or remedies available under applicable law.