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Returns & Refunds Policy
We want you to be completely satisfied with your purchase. In the unlikely event spoilage, breakage, leakage or other damage, we will be happy to offer you a replacement or exchange.
In such cases please contact us immediately via:
1. Email: firstname.lastname@example.org, please allow 24-48 hours for a reply.
2. Message Us or Live Chat with Us on our website.
Please provide us with:
1. Order number
2. Email and Phone Number
3. 1 - 2 Clear Photos of the Product's Condition and that of the outer packaging / carton.
This will speed up our response time.
When your order arrives, if the carton is damaged this does not automatically mean the product is as well. Our protective packaging is designed to keep the products safe and secure during transit.
It is therefore normal for the shipping carton to show some wear, however, if breakage or leakage has occurred to the item(s) in your shipment, please retain the box, the packing materials and the items inside and follow the below stated steps.
Typically for spoilage, leakage or breakage, we will advise you on how to dispose of the product safely. However, in circumstances where a return is agreed upon, please follow these steps:
* STEP 1. – Completing The Necessary Documentation.
We may require specific paperwork to be completed beforehand.
* STEP 2. – Returning The Product .
Our shipping company will collect the products from you at the arranged time. Please ensure the Product Return Form (provided by our customer service team) is inside the return package upon collection.
* STEP 3. – Processing of a Refund
In exceptional circumstances, such as our inability to replace a product which you ordered that has been discontinued or a technical error or wrong order, etc; if you are entitled to a refund, we will process the calculated refund within two weeks (14) days of receiving any products to be returned or from the date you notify us. You will receive email notification of your refund from us.
Refunds will only be made against the original credit/debit card used.
Returns are processed within 5-7 business days of receipt, refunds would then take up to 14 days from when the returns have been processed.
An email will be sent to confirm the receipt and processing of your return request.
To be eligible for a refund, please note the following conditions:
* Refund payments will be made for the amount on the original purchase receipt.
* This refund will not exceed our standard shipping fee for the item(s)* we will not be able to refund upgraded (express) or other premium shipping options.
*Note to International Customers:
Because duties and taxes are collected by the government in the country where the goods are received, we do not reimburse for these expenses. Most returns are processed within 5-7 business days of receipt. You will receive an email confirmation once your return or exchange has been processed.