Return and Refund Policy
We want you to be happy with your purchase. If you are not, you can send it back to us within 14 days from the date of delivery and we will either fix it, replace it, or give you a credit or a refund, depending on the situation. This policy applies to products bought from our online store.
How to return a product
When you want to return a product, please make sure that:
- you contact us via our contact page and tell us why you want to return it;
- you pack it safely and securely so that it does not get damaged on the way;
- you write your return reference number on the outside of the package; and
- you include all the accessories and parts that came with the product.
When you can return a product
You can return a product if:
- you changed your mind and do not want it anymore;
- you received the wrong product or a product that is not as described on our website;
- the product is damaged or defective when you receive it or within 6 months after delivery; or
- the product has an extended supplier warranty that covers the defect.
When you cannot return a product
You cannot return a product if:
- it is missing any accessories or parts;
- it is used or damaged by you or not in the same condition as you received it;
- it is a product that expires quickly or cannot be returned for health or hygiene reasons (such as food, flowers, cosmetics, underwear, earrings, etc.);
- it is a product that has been opened after delivery and cannot be returned for hygiene reasons (such as audio or video recordings, software, etc.);
- it is a product that has been personalised for you or made to your specifications; or
- it is a product that is marked “Final Sale”.
What we will do when you return a product
When you return a product, we will check it and see what the problem is. Then we will do one of the following:
- if you want to exchange a fashion or sportswear product for a different size or colour, we will send you the new product for free if we have it in stock;
- if we delivered the wrong product or a product that is not as described, we will send you the correct product for free if we have it in stock; or give you a credit or a refund if we do not have it in stock;
- if the product is damaged or defective when you receive it or within 6 months after delivery, we will try to fix it or replace it for free if we can; or give you a credit or a refund if we cannot fix it or replace it;
- if the product has an extended supplier warranty that covers the defect, we will help you to return the product to the supplier and they will decide what to do with it; or
- if you changed your mind and do not want the product anymore, we will give you a credit or a refund.
How long it will take to process your return
If you cancel an order before we deliver it to you, or within 7 days after delivery, we will process your refund within 10 business days after we receive your cancellation request and either receive all products back from you or receive confirmation from our courier company that they have collected all products from you (as applicable).
If you return a product for any other reason, we will process your credit or refund within 10 business days after we receive the product back from you and check it.
How we will refund you
If we agree to give you a refund, we will refund you in the same way that you paid for the product. For example, if you paid by credit card, we will refund your credit card.
If you used a coupon or a gift voucher to pay for the product, we will give you another coupon or gift voucher of the same value.
Who will pay for the return costs
If you return a product because of our mistake or because it is damaged or defective, we will pay for the cost of collecting the product from you and sending it back to us.
If you return a product because you changed your mind or for any other reason that is not our fault, you will have to pay for the cost of sending the product back to us