Refund and Returns Policy

Refund and Returns Policy

Last updated: 21 September 2026

Thank you for shopping with us. We aim to provide quality products and a smooth shopping experience. If you receive a damaged, defective, incorrect, or incomplete product, you may request a return or replacement according to the terms below.

1. Eligibility for Returns

  • The product is damaged, defective, incorrect, or missing parts.
  • The request is submitted within 7 days of delivery.
  • The product is unused and in its original condition.
  • All original packaging, labels, accessories, manuals, and freebies are available.
  • The product was purchased directly from our website.
  • The customer provides valid proof of purchase or order details.

Some products may not be eligible for return because of hygiene, safety, customization, digital-content, or other product-specific reasons.

2. Unboxing Video Requirement

For all damage, missing-item, wrong-product, or tampered-package claims, the customer must record a continuous, clear, and unedited unboxing video.

The video must:

  • Begin before opening the package.
  • Clearly show the shipping label, order details, and package condition.
  • Show all sides of the package.
  • Show whether the package is damaged, opened, torn, or tampered with.
  • Continue until the product and all included accessories are completely removed.
  • Clearly show the product, packaging, accessories, and any defect or missing item.

Claims submitted without a valid unboxing video may be rejected, especially for damaged, missing, incorrect, or tampered products. An unboxing video does not guarantee approval; every claim is reviewed based on the available evidence.

3. How to Request a Return or Replacement

To request a return or replacement, contact us through [support email/WhatsApp/contact form] and provide:

  • Order number.
  • Customer name and registered contact details.
  • Reason for the request.
  • Clear photos of the product and package.
  • Complete unboxing video, where applicable.
  • Any other information requested by our support team.

Do not send the product back before receiving return instructions from us.

4. Damaged or Incorrect Products

If you receive a damaged, defective, incorrect, or incomplete product, notify us within 24 hours of delivery, together with the required photos and unboxing video.

After verification, we may provide a replacement product, a replacement part, a refund, or another appropriate resolution. The available resolution may depend on product availability and the nature of the issue.

5. Change-of-Mind Returns

Change-of-mind returns may be accepted only if the product is unused, unopened, undamaged, and in resalable condition. The customer may be responsible for return shipping charges and any applicable deductions.

Products that have been used, assembled, installed, altered, washed, damaged, or returned without original packaging may not be accepted.

6. Non-Returnable Products

  • Used or opened products where return restrictions apply;
  • Personal-care, hygiene, or health-related products;
  • Customized or personalized products;
  • Digital products or downloadable content;
  • Products damaged due to misuse, incorrect installation, or improper handling;
  • Products returned without required accessories or original packaging;
  • Gift cards and products marked as non-returnable;
  • Products purchased during a clearance or final-sale offer, where mentioned on the product page.

7. Return Shipping

If the return is due to our error, such as a wrong, defective, or damaged product, we may arrange or reimburse the return shipping after verification.

For change-of-mind or other customer-related returns, return shipping may be paid by the customer unless otherwise stated.

8. Inspection and Approval

All returned products are inspected after receipt. A refund or replacement will be processed only after the returned product and supporting information are verified.

We may reject a request if the request is submitted after the allowed period, the product does not match the order, the product is used or damaged after delivery, required accessories or packaging are missing, the unboxing video is edited, incomplete, unclear, or unavailable where required, or the issue is caused by misuse, normal wear and tear, or incorrect installation.

9. Refunds

Once the return is approved, the refund will be processed to the original payment method or through another available method.

Refund processing time may vary depending on the payment provider or bank. Shipping charges, COD charges, convenience fees, or other non-refundable charges may not be refunded unless required by applicable law or caused by our error.

10. Exchanges and Replacements

Replacement products are subject to availability. If the same product is unavailable, we may offer a refund or another suitable option.

A replacement may be dispatched only after the returned product is received or after our team completes the required verification.

11. Refused or Unaccepted Deliveries

If an order is refused or returned because of an incorrect address, repeated delivery failure, or customer unavailability, applicable shipping and return charges may be deducted from the refund.

12. Cancellation

Order cancellation requests must be submitted before the order is shipped. Once the order has been shipped, cancellation may not be possible and the customer may need to follow the applicable return process.

13. Contact Us

For return or refund requests, contact us at:

Business name: [Business Name]
Email: [Support Email Address]
Phone/WhatsApp: [Business Phone Number]
Business address: [Full Business Address]

We reserve the right to update this Refund and Returns Policy from time to time. The updated policy will be published on this page with a revised “Last updated” date.