Your satisfaction is very important to us and we will gladly issue a refund for items within a 30-day window, after receiving your order. The product must be in new and unblemished condition, with all the packaging intact and undamaged. Your return can only be processed by our Customer Service Department, so please use that specific address. Items sent to our administrative address will not be processed. Please know we are not responsible for products returned to an incorrect address.
It is a rare occurrence for you to receive a damaged item, or not receive your order at all. If this should happen, please notify us immediately. Any claims made regarding these items must be reported within 5 days of receiving your order. We will gladly refund your shipping costs related to the damaged product.
- The order being returned is the responsibility of the customer until we receive it. We encourage a thorough and careful re-packaging of the item to lessen the chance of additional damage during the return shipping.
- Please use the Regular Postal Service of your country for said shipping. We would like you to furnish us with a tracking number, as well.
- Lastly, if you are unable to supply us with the original product you wish to have a refund for, it will be at our discretion. Please include as much information as possible for the best result.
Our regular processing time for all refund requests is from 2 to 6 weeks. Our fulfillment center will then inspect the item and all documentation provided by the customer.
We offer a replacement policy for those customers who wish to exchange their original item for another. The time frame for this request must be made within 30 days of receiving the original order. In order to issue a replacement product, we must receive the original product so we can process the replacement item as a new order. Should there be a price difference where additional payment is required, we respectfully request it be made before moving forward with the second order. If the price difference is in the favor of the customer, we will issue a partial refund, once the original item is received by us.
- If you would like to order a replacement product but are unable to supply the original packaging, we will consider the request at our discretion.
- We issue a refund on shipping costs only for items that are received as damaged.
- The customer is responsible for the product until it is received by our warehouse. We suggest the item be re-packaged as securely and carefully as possible to avoid possible further damage.
- Items that are returned to us in damaged condition, for a replacement, will be considered at our discretion.
Please send all returned items by the Regular Post of your country. We do require a tracking number to be attached to it. You can expect a 5 to 10 business days processing time for your replacement request. This will allow us to receive your original order for inspection, return to inventory and to ship your new order.
Your refund may take up to 4 weeks, depending on your method of payment. Your returned item will be inspected after we receive it to issue the refund. If you need to cancel your order before we are able to ship it, we will grant a refund once we receive a confirmed cancellation. You may cancel your order before 5 AM (GMT).
Note: Orders requiring the shipping option of using international couriers are out of our control, so we cannot offer an exact delivery date. We do issue estimated delivery dates, and if it has passed, please contact us immediately.