Faulty or incorrect products
If a product is faulty, damaged on delivery, or does not match its specifications or your confirmed order, you may request an exchange or return and a refund at no additional cost. Submit your request within 15 days of receipt with proof of purchase. The fault must not have resulted from misuse.
Unopened products
You may request an exchange or return of a product in good condition within 7 days of receipt, provided it is unused, unopened, in its original sealed packaging, and suitable for resale. Acceptance is subject to inspection. You are responsible for return shipping and the original shipping charges unless the return is due to a store error or a product fault.
Opened or used products
For hygiene, safety, and product quality reasons, we do not accept exchanges or returns once a product’s seal has been broken or it has been used, unless a fault or non-conformity is established. Products damaged by improper storage or misuse are also not accepted.
How to submit a request
Send your order number, the reason for the exchange or return, and clear photographs of the product and its packaging by email or WhatsApp. After reviewing your request, we will provide return instructions and the return address. Please do not send a product before receiving approval and return instructions.
Inspection and refunds
Once we receive the returned product, we will inspect its condition and inform you of the outcome. If the return is approved, the amount due will be refunded to the original payment method where possible. The time it takes for the refund to appear may vary depending on your bank or payment provider. For cash-on-delivery orders, we will agree a suitable refund method with you.
Promotions and gifts
If your order included a discount or a complimentary gift, all associated products and gifts must be returned in their original condition so that the refund can be calculated correctly. If you keep part of a promotional offer, the price of the products you retain will be recalculated according to the offer’s terms.
Contact us
For any enquiry or request, please contact us through our Contact us page or the WhatsApp available on our website.
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