All our customers are protected by our buyer protection and refund policy (“Refund Policy“) when you make a purchase through us. If you do not receive your item by the stipulated time frame in our Refund Policy, we will make a full refund for your purchase.
In making a purchase through our store, you agree to the refund policy as set out below. Please also read our Shipping Policy carefully as shipping times around the world may vary depending on your country and state.
Our full Terms & Conditions are available here.
We process refunds in accordance to our refund policy as stated below:
Refunds for non-delivery of items
1.1 For any item bought in the store we will issue you a full refund if:
(a) You have not received your item 60 days after the order date; and
(b) The tracking for your items shows that the item has not been delivered to your address.
1.2 In the case of multi-item orders where you only receive one part of your order, we will refund you the cost of that part of the order which is not received, and the shipping costs in proportion to the number of orders not received. For example, if you paid $40 and $14.90 shipping for 4 items and only receive 3 items, we will refund you the cost of the item not received, plus $3.72 (shipping costs proportionate to the number of items not received).
1.4 We will process refunds within 3-4 business days after evaluating your request. Please note that it may take between 5 – 10 days for the refund to appear on your card statement.
Refunds of Wrong Items or “Not as Described”
2.1 In there very rare instance where your item arrives badly damaged or significantly not as described, our customer support team will require further evidence to initiate a refund to you. Please include photos, picture, video and other material that we can use to verify that the item has arrived damaged or is significantly not as described. To be really secure and process your request as fast as possible, be sure to always record your unboxing experience.
2.2 Our customer service and evaluation teams may, in their sole discretion, take the following course of action:
- Provide a full refund if the item arrives badly damaged or is significantly not as described;
- Provide a partial refund if the item is partially damaged during shipment or is not as described; or
- Provide no refund.
Please note that we take an objective view when evaluating customer complaints, and our evaluation teams reserve the right to make a final decision on the refund amount in accordance with our Terms of Service. Please understand that we take extra care to ensure that you receive quality items, and we have a stringent process in place to ensure quality checks.
2.3 You agree that a decision made by our customer service and evaluation teams under the Refund Policy shall be final and binding.
Refunds for Order Cancellations
3.0 Order cancellations after an item has been paid are strictly non-refundable. For the avoidance of doubt, our buyer protection policy only applies to items not received or not as described as defined under the Refund Policy, and do not apply to order cancellation requests. If you are not sure about any details of any item on our store, please contact customer service teams to clarify before purchasing as order cancellations are non-refundable.