Effective date: 30 August 2026
This policy explains the practical process for cancelling an order or reporting a delivery problem. Read it with the product listing and Terms & Conditions.
Before dispatch
Send a cancellation request through the published support phone or email as soon as possible, quoting the order number and phone number. We will confirm whether processing or dispatch has started. Cancellation cannot be guaranteed after dispatch.
Damaged, defective or incorrect items
Under this default policy, a return, refund or replacement is considered only for a damaged, defective or incorrect item. Contact support within 48 hours of delivery with the order number and clear photographs.
Proper video evidence is required: provide one continuous, unedited video that starts before the sealed parcel is opened and clearly shows the shipping label or order label, the package seals, the complete opening, the item and its packaging. If a bill or invoice is inside the parcel, show it in the same video. Keep the item, labels, bill and packaging safe. Do not ship anything back until support gives written instructions.
Review and resolution
Support reviews the evidence before deciding the remedy. If the required evidence is not supplied, the request may be declined because the condition at delivery cannot be verified, subject to rights that cannot lawfully be excluded. When the evidence is accepted, the store may offer a replacement of the same item and selected variant, subject to availability. If that replacement is unavailable, the store may instead approve a refund or provide written return instructions for the affected item. A replacement is not automatic and no return shipment should be made before written support instructions.
Refund timing
An approved refund is initiated to the original payment method after the review and any approved return step are complete. The seller’s target processing time is [TO BE COMPLETED BY STORE OWNER — insert a specific number of business days]; bank and payment-provider processing time then applies. Support will communicate the status.
Change-of-mind returns
Routine change-of-mind returns or exchanges are not offered under this default policy. This does not limit non-waivable rights under applicable law.
For delivery scope and charges, see Shipping & Returns. For support details, see Contact.