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Product Damage or Malfunction or Incorrect Product
To resolve this issue kindly notify us within 10 working days in the unlikely event that the item arrives damaged or faulty, or is not what you ordered.
In addition to a detailed description, please provide images (or a short video clip if more appropriate) of the product as you received it and its packing, or the damage or problem in order to proceed with the warranty process. Once assessed and approved by our customer service team, you will be contacted to proceed with the return, refund or replacement process. Please do not attempt to return the item without our approval.
To make a claim, you must provide us with a copy of your tax invoice or any kind of proof showing that you purchased the item from us. You need to also describe the problem precisely and provide evidence to support your claim, and state whether you are requesting a replacement, repair, refund or credit.
Refunds generally take up to 7-10 business days to process and we will notify you once the refund has been processed. However, please allow an additional 5 working days on top for your financial institution to process it.
A refund or replacement will not be provided if products have been tampered with, misused, mishandled or mistakenly installed. Customers are responsible for following the instructions and advice given by the manufacturers.
In summary we can process this instance only with your help by following this process
Send us an email explaining what the issue is and how you addressed it along with:
a. Contact you to arrange pick up by courier and return labels, or explain why we do not accept the return/replacement
b. All items must be returned in its original packing so that undamaged “change of mind or incorrect items can be re-inventoried/re-sold
c. Upon receipt of item at our warehouse, it will be inspected and further actions taken. Once a course of action has been arrived at, allow 5 business days plus courier for your replacement to arrive.