Cancellation & Refunds
Cancellation & Refunds Policy
One page covering cancellation, returns, damaged or incorrect items, how refunds are processed, and who pays for return shipping.
Cancellation
- Cancellation window
- TODO_CANCELLATION_WINDOW
You can request cancellation of an order within the window above, provided it has not yet shipped. To cancel, contact us via the Contact page with your order number as soon as possible. Once an order has shipped, it can no longer be cancelled — see Returns below instead.
Returns
- Return window
- TODO_RETURN_WINDOW
If you'd simply like to return an item you no longer want, you can request a return within the window above, counted from the date of delivery. Items should be unused, in their original condition, and with original packaging where possible. Contact us via the Contact page with your order number to start a return.
Damaged, defective & incorrect items
- Damage / defect report window
- TODO_DAMAGE_REPORT_WINDOW
If an item arrives damaged, defective, or different from what you ordered, please report it within the window above of delivery. Include your order number and, where possible, a photo of the item and its packaging — this helps us resolve it faster. Depending on the situation, we will offer a replacement or a refund.
Refunds
Refunds are issued to the original payment method used at checkout. A refund happens in two separate stages, and only the first one is something we control:
Stage 1 · Our processing time
Once a cancellation, return, or damaged-item report is approved, we initiate the refund within TODO_MERCHANT_REFUND_DAYS days. This is the part of the timeline we commit to and control directly.
Stage 2 · Bank / payment-provider time
After we initiate a refund, your bank, card network, or payment method provider takes further time to credit the amount back to you. This leg is controlled by your bank or payment provider, not by us, and varies by bank and payment method — we do not publish a fixed number of days for it.
If a refund hasn't appeared after a reasonable time following our confirmation that it was initiated, please check with your bank first (refunds sometimes show with a delay on statements), then contact us with your order number if it still hasn't appeared.
Return shipping
- Return shipping responsibility
- TODO_RETURN_SHIPPING_RESPONSIBILITY
Who pays to ship a returned item back to us depends on the reason for the return, as set out above. For damaged, defective, or incorrectly shipped items, this is generally covered on our side; for returns because you simply changed your mind, this is generally the customer's responsibility — the field above states the confirmed position.
Grievance redressal
If you're not satisfied with how a cancellation, return, or refund request was handled, you can escalate to our named Grievance Officer, listed on the Contact page along with a stated response window.