We'd like to remind you that your use of the website constitutes your agreement to follow and be bound by these Terms and Conditions.
Product Damage or Malfunction
To resolve this issue kindly notify us within 10 working days in the unlikely event that the item arrives damaged or faulty. In addition to a detailed description, please provide images (or a short video clip if more appropriate) of the damage 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.
Refund generally takes up to 2 working 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 are being 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
- Photos of damage and/or video of malfunctions
- Specify replacement or return
- We will take 3-5 days to study the documentation and then either
- Contact you to arrange pick up by courier and return labels, or explain why we do not accept the return/replacement
- Upon receipt of item at our warehouse, it will be inspected and further actions taken. Allow 5 business days plus courier replacement
Change of Mind Policy
We offer a 7 day change of mind "window"
- We only accept change of mind within 7 days after the item is delivered
- Please send an email including pictures or video of the condition of the product packaging showing it has been unopened nor tampered with and an explanation of why you would like to return the product
- The product must be returned original packaging, not opened or affected in any way that will make reselling impossible
- We will notify you as to whether or not we require the product to be returned to us. Please do not return the product to us without our prior consultation – credit will not be given in this case.
- If we require the product to be returned to us, we will provide a return post label. We will not refund postage if the customer does not use our return label.
- If a return label is provided to you, we will refund the total order amount MINUS initial postage, return postage and restocking fee of 15%
- If return label is NOT provided to you, we will refund the total order amount MINUS initial postage and restocking fee of 15%
- If customers change their mind before the item is received and require the action of RTS (Return to Sender), we will refund the total order amount MINUS initial postage and restocking fee of 15%