Clear and Fair Returns & Refunds
Learn how to request a return, report an incorrect or damaged order and understand when an eligible refund can be processed.
When a Return May Be Accepted
Return eligibility depends on the product type, condition, delivery date, packaging status and applicable consumer rights.
Change-of-Mind Returns
Eligible non-perishable products may be returned when the request is submitted within the applicable return period and the goods remain unused.
- Product remains unused
- Original packaging is intact
- Security seals remain unbroken
- Return request is submitted on time
Incorrect Products
Contact support promptly if the product received does not match the item shown on the order confirmation.
- Provide the order number
- Photograph the received product
- Keep all original packaging
- Wait for return instructions
Damaged Deliveries
Report visible damage, leakage, broken packaging or missing items as soon as possible after delivery.
- Photograph the outer parcel
- Photograph the product condition
- Keep the delivery label visible
- Do not discard damaged contents
A Simple Four-Step Return Process
Do not return an item without approval. Unauthorised parcels may be delayed, refused or sent to an incorrect address.
Contact Customer Support
Send your order number, reason for the request and relevant photographs.
Receive Return Instructions
Support will confirm eligibility and provide the correct return address and reference.
Package the Product Securely
Include the original packaging and protect the goods against damage during transport.
Send and Retain Tracking
Use a traceable service and retain the receipt until the return has been completed.
Damaged, Missing or Incorrect Orders
Please inspect the parcel after delivery. Contact support promptly if an item is missing, visibly damaged or different from the confirmed order.
- Provide the order number and delivery date
- Photograph the outer parcel and shipping label
- Photograph all affected products clearly
- Describe what is missing, damaged or incorrect
- Keep the products and packaging during the review
Products That May Not Be Returnable
Certain products may be excluded for hygiene, safety, perishability or product-integrity reasons, subject to applicable consumer law.
Perishable or Short-Life Products
Fresh or rapidly deteriorating goods may not be eligible for change-of-mind returns.
Opened Sealed Products
Products sealed for health, hygiene or safety reasons may be excluded after the seal is broken.
Used or Altered Products
Goods showing use, contamination, alteration or avoidable damage may not qualify for a full refund.
Unauthorised Returns
Parcels sent without approval, identification or tracking may be delayed or refused.
Incorrect Storage
Damage caused by storage contrary to the product instructions may not qualify as a product defect.
Products Restricted by Law
Products cannot be returned or transported in a manner that conflicts with applicable law or carrier restrictions.
What Happens After Your Return Arrives?
Returned products are inspected before a refund decision is completed. Approved refunds are normally issued through the original payment method where technically possible.
Return Received
The parcel is recorded using the return reference and order number.
Product Inspected
The product condition, packaging and reported issue are reviewed.
Outcome Confirmed
Support confirms whether a replacement, partial refund or full refund has been approved.
Refund Issued
Processing time after approval depends on the bank, payment method or blockchain network.
Returns and Refunds FAQs
Find answers about return eligibility, damaged orders, shipping costs, inspections and refund processing.
Contact SupportHow long do I have to request a return?
For eligible, non-exempt goods, a return request should generally be submitted within 14 days of delivery. Different rules may apply to perishable, sealed or otherwise excluded products.
Can I return an opened product?
Products sealed for hygiene, safety or product integrity may not be eligible after opening. Contact support if the product was opened only to discover damage, contamination or an incorrect item.
Who pays the return shipping cost?
Return-shipping responsibility depends on the reason for the return and applicable consumer rights. Support will confirm the arrangement before the item is sent.
What if my order arrived damaged?
Contact support promptly with the order number, delivery date and clear photographs of the outer parcel, shipping label and damaged products. Keep all packaging during the review.
How will my refund be paid?
Approved refunds are generally returned through the original payment method where technically possible. Alternative arrangements may be required when the original method cannot receive a refund.
How long does a refund take?
The return must first be received and inspected. Once approved, processing time depends on the bank, payment provider or cryptocurrency network.
Can cryptocurrency payments be refunded?
An approved cryptocurrency refund may be possible, but wallet details must be verified carefully. Network charges and exchange-rate movements may affect the final amount received.
Need Help With a Return or Refund?
Contact support with your order number and a clear description of the issue before returning any product.