Shipping & Returns
Shipping & Returns
We want the ordering and returns process to be clear and straightforward. This policy explains the conditions for product returns, return authorization, return shipping costs, and refund processing.
Return Eligibility
We accept eligible returns for both defective and non-defective products.
For a non-defective product to qualify for return, the item must be:
- New
- Unopened
- Unused
- Undamaged
- In its original packaging
All returns are subject to review and prior authorization.
Return Window
Return requests must be submitted within 14 calendar days from the date of delivery.
Requests submitted after this period may not be eligible for return.
Return Authorization
Please contact our customer service team before sending any product back.
Products returned without prior authorization may be refused.
When requesting a return, please provide:
- Your order, quotation, or invoice reference
- Product name and catalogue/reference number
- Quantity concerned
- Reason for the return
- Supporting information or photographs, where applicable
Once the request has been reviewed and approved, we will provide the appropriate return instructions.
Return Method
Approved products may be returned by mail or an authorized shipping service according to the instructions provided by our customer service team.
A return shipping label may be supplied when applicable.
Please do not use or send a return shipment before receiving authorization and return instructions.
Damaged, Defective or Incorrect Products
If your order arrives damaged, defective, or does not correspond to the product ordered, please contact us as soon as possible.
Include your order information together with photographs or other supporting evidence where relevant.
After verification, we will provide instructions regarding the appropriate solution, which may include:
- Product replacement
- Authorized return
- Refund
The applicable solution will depend on the circumstances of the order and the result of our review.
Return Shipping Costs
When an approved return is necessary because of an error attributable to us, applicable authorized return-shipping costs may also be refunded.
Carrier charges, customs fees, import duties, taxes, or shipping expenses incurred without prior authorization are not automatically refundable.
Customers should therefore contact us and obtain return authorization before arranging a return shipment.
Restocking Fee
There is no restocking fee for an approved return that meets the eligibility requirements described in this policy.
Refund Processing
Once an authorized returned product has been received, it will be inspected to confirm that it meets the approved return conditions.
We will notify you regarding the status of your refund after inspection.
Once a refund has been approved, it will be processed within 8 calendar days.
Refund Method
Approved refunds are normally issued to the original payment method used for the purchase.
Please note that banks, credit card providers, and other payment processors may require additional processing time before the refunded amount appears in your account.
Important Information About Returns
To help us process your request efficiently:
- Contact us before returning any product.
- Submit the return request within 14 calendar days of delivery.
- Keep the product unopened and unused when requesting a non-defective return.
- Retain the original packaging.
- Provide your order, quotation, or invoice reference.
- Wait for return authorization and shipping instructions before sending the product.
Unauthorized returns or products that do not meet the applicable return conditions may be refused.
Contact Us About a Return
For return, replacement, damaged-product, or refund requests, please contact our customer service team through our Contact Us page.
Please include your order, quotation, or invoice reference, together with the relevant product information and reason for your request.
Our team will review your request and provide the appropriate return instructions.