Introduction
We want customers to shop with confidence and enjoy a transparent purchasing experience.
Our Refund Policy explains the conditions under which customers may request returns, exchanges, replacements, or refunds for products purchased through our online store.
We provide a 60-day return window for eligible purchases, free returns through our approved return procedure, and a refund processing period of approximately 5–10 days following approval.
Because our collection includes personal hygiene products, certain conditions are necessary to maintain product safety and protect all customers.
Please review the following information before submitting a return request.
Return Eligibility
Our 60-Day Return Policy
Customers may request a return within 60 days of receiving their order.
The return period begins on the confirmed delivery date shown in the available carrier records or other reasonable delivery documentation.
To qualify for a standard return, products must generally meet the following requirements:
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The return request is submitted within 60 days of delivery.
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The product is unused and remains in its original condition.
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Original packaging, labels, and protective seals remain intact where applicable.
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The product is complete and includes all accessories or components originally supplied.
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The customer provides a valid order reference or other reasonable proof of purchase.
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The product is not excluded from standard returns under the hygiene restrictions described below.
Our support team will review return requests according to these conditions.
Proof of Purchase
To verify a return request, customers may be asked to provide an order number, purchase confirmation, or other information linking the product to a transaction completed through our platform.
Products purchased through unrelated websites or third-party sellers are not covered by our return procedure.
We may request additional information when the purchase details cannot be verified through our records.
Personal Hygiene Restrictions
Unopened and Unused Products
Many products sold through our platform are intended for direct personal use.
For hygiene and safety reasons, products that have been opened, used, altered, or removed from protective packaging may not qualify for standard change-of-mind returns.
Examples may include toothpaste, whitening strips, cosmetic colour-correcting products, and similar items intended for individual use.
Unopened products that remain in their original condition may be eligible for return within the published 60-day period.
Exceptions for Product Problems
Hygiene restrictions do not prevent customers from reporting products that arrive damaged, defective, incorrect, or otherwise fail to meet applicable purchase requirements.
Such requests will be evaluated separately from standard change-of-mind returns.
Where a product problem is confirmed, customers may qualify for a replacement, refund, or another appropriate resolution.
We aim to assess these situations fairly using available purchase information and supporting evidence.
How to Request a Return
Step 1: Contact Customer Support
Before returning an item, customers must submit a request through the official support channels listed on our website.
Please provide the following information:
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Order reference.
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Name associated with the purchase.
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Product or products to be returned.
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Reason for the return.
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Relevant photographs if the item is damaged, incorrect, or defective.
Providing complete information helps us review the request efficiently.
Step 2: Return Review
After receiving the request, our team will review the purchase information and determine whether the item meets the applicable return requirements.
Additional photographs or details may be requested when necessary.
If the return is approved, we will provide instructions explaining the next steps.
Customers should not send products to an address found independently or return items without authorisation, as this may prevent us from identifying or processing the package.
Step 3: Return the Product
Approved returns must be sent according to the instructions provided by our support team.
Where applicable, customers should use the authorised return label or shipping arrangement.
Returned products should be packaged securely to prevent damage during transportation.
Any original components, accessories, and required documentation should be included.
Step 4: Inspection and Resolution
Once the returned package has been received, we may inspect the contents to confirm that they match the approved request.
If the return meets the stated conditions, we will proceed with the appropriate refund or other agreed resolution.
If an issue is identified during inspection, our team may contact the customer for clarification.
Free Returns
No Return Shipping Fees for Eligible Requests
We provide free return shipping for eligible returns processed through our approved procedure.
Customers are not required to pay standard return shipping charges when using the authorised arrangements supplied by our support team.
This benefit applies to returns that satisfy our eligibility requirements.
Customers who independently select a shipping provider or send products without authorisation may not qualify for reimbursement of those shipping expenses.
To avoid unnecessary charges, always obtain return instructions before dispatching a package.
Refund Processing
Refund Approval
After an eligible return has been received and approved, the refund process will begin.
Approved refunds are generally processed within 5–10 days.
Actual appearance of the refunded amount in the customer's account may depend on the original payment provider and its transaction procedures.
Refunds are normally issued through the original payment method whenever that method remains available.
Refund Amounts
For approved full-order returns, customers will generally receive reimbursement of the eligible product purchase amount.
For partial returns, the refund will normally reflect the amount paid for the approved returned items.
Any adjustments related to promotional pricing, bundled purchases, or partial-order conditions will be explained when applicable.
Our standard shipping is provided free of charge, so there is normally no original standard shipping fee to refund.
Refund Currency
All prices and transactions on our website are presented in United States dollars (USD).
Refund calculations are based on the amount charged in USD, subject to any applicable adjustments.
If a customer's financial institution applies a currency conversion, the amount received in another currency may differ because of the institution's exchange rate or transaction procedures.
We do not control third-party currency conversion rates.
Damaged or Defective Products
Reporting Product Problems
We aim to deliver products in suitable condition and consistent with their descriptions.
If an item arrives damaged or defective, customers should contact our support team promptly after discovering the issue.
Please include the order reference, a description of the problem, and photographs where reasonably available.
We may request additional information to understand the nature of the reported defect.
Customers should retain the product and packaging until the review is complete.
Available Resolutions
When a product problem is verified, we may offer an appropriate solution such as:
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Replacement of the affected product.
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Refund of the affected item's purchase amount.
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Another mutually agreed resolution.
The available solution will depend on the circumstances, product condition, and relevant customer entitlements.
Customers will not be required to accept an unsuitable replacement in place of a remedy to which they are otherwise entitled.
Incorrect or Missing Products
Receiving the Wrong Item
If a customer receives a product that differs from the purchased item, they should contact our support team and provide the relevant order details.
Photographs of the delivered product and its packaging may help us investigate the discrepancy.
Once the error is verified, we will work toward an appropriate resolution without charging the customer for correcting our fulfilment mistake.
Missing Items
If an order appears incomplete, customers should first check whether the purchase was divided into multiple shipments.
When items are genuinely missing and not scheduled for separate delivery, our support team will investigate the issue.
A replacement or refund may be provided when the investigation confirms an unfulfilled item.
Order Cancellations
Cancellation Before Dispatch
Customers who wish to cancel an order should contact our support team as soon as possible.
If the order has not entered a stage where cancellation is no longer possible, we will attempt to stop fulfilment and arrange a refund of the applicable amount.
Cancellation requests are not guaranteed once packaging, dispatch, or other irreversible processing steps have occurred.
Cancellation After Dispatch
If the order has already been shipped, it may not be possible to stop delivery.
Customers may need to receive the package and initiate a return according to the requirements described in this policy.
Where an exception applies because of an error or product problem, our support team will explain the available options.
Exchanges
Product Exchanges
Direct exchanges may be offered when operationally available.
For eligible requests where a direct exchange is unavailable, customers may be asked to return the original item and place a separate order for the preferred product.
Product availability and pricing may differ when a new order is submitted.
We will explain the available procedure before proceeding with an approved exchange request.
Situations That May Affect Eligibility
Standard returns may be declined when products have been used, substantially altered, returned outside the permitted period, or damaged after delivery through customer handling.
Returns may also be restricted when essential parts are missing or when a sealed hygiene product has been opened.
These limitations do not override applicable customer rights relating to defective, incorrect, or improperly supplied goods.
We reserve the right to investigate return requests that contain inconsistent information or indications of misuse.
Refund Status Enquiries
Customers may contact our support team if an approved refund has not appeared after the stated processing period.
Please provide the order reference and any refund confirmation information available.
Our team can review the transaction status and provide additional guidance.
Final Commitment
Our objective is to maintain a fair, straightforward, and customer-focused return experience.
We believe that clear eligibility rules, free approved returns, practical assistance, and transparent refund processing contribute to a trustworthy online shopping environment.
This policy should be read together with our Terms of Purchase and Customer Service Policy.
We appreciate every purchase and remain committed to resolving legitimate return and refund enquiries fairly and efficiently.
