Refund & Exchange Policy
REFUND
We wish to provide a satisfactory shopping experience and hence if there is an issue with your purchase, we stand to resolve it every time. In certain circumstances, you may be entitled to a refund.
** In order to streamline and properly record the refund process, all refund requests must be initiated by [email protected] emailing by providing the order number and a simple description of the issue at hand. We cannot honor any refunds otherwise.
Remorse or Backorder Refunds: If you choose to cancel your order before it leaves our warehouse, or if an order cannot be fulfilled due to it being out of stock, a full refund (original cost plus shipping cost) will be issued back to your original method of payment.
Damaged, Defective, or Wrong Item Refunds: If an item is damaged, defective, or wrongly shipped, and if you opt not to have a replacement shipped, a full refund (original cost plus shipping cost) will be issued back to your original method of payment.
■ NOTE: We will require photo proof of any damaged, defective, or wrong items. We may require return shipping of the wrong item, at our cost with postage prepaid, before a refund is issued.
Lost Order Refunds: If your order is lost, we will perform a tracking process with the carrier and this process may take 7-10 business days. If the item is determined to be permanently lost, and if you opt not to have a replacement shipped, a full refund (original cost plus shipping cost) will be issued back to your original method of payment.
When must I apply for a refund?
For Remorse Refunds, you should contact us immediately. We cannot accept remorse refund requests once an item has left our warehouse or 24 hours has lapsed, whichever comes first.
For Damaged, Defective, or Wrong Item Refunds, you should contact us and initiate the refund request within 7 days after you have received the items. For fairness, we start counting from the day you received the parcel (as time-stamped by courier), NOT the day you decide to open your parcel.
For Lost Order Refunds, you should contact us as soon as it becomes apparent to you that the item is lost in transit. For fairness, the parcel will be considered delivered 2 days after the courier time-stamped the parcel as “delivered”, NOT the day you decide to check your mailbox.
When will my refund be issued?
When we confirm to issue a refund, it will take at least two business days to process it. If return shipping is required, we will issue the refund two days after we have received the return shipment.
How are refunds issued and how long will it take to receive my refund?
A refund will be issued back to your original method of payment. We will NOT make refund via another payment channel (i.e. Paypal, bank transfer, cheque).
Please allow up to 10 business days for your financial institution to accept the refund. You will see a credit entry to your credit card when you receive your refund.
NOTE: The time required to process a refund varies across financial institutions. If you do not receive your refund 10 business days, please contact your bank for their processing timeframes.
If you do not receive your refund after one billing cycle of your credit card, please contact us again with your refund accepted email. We will be happy to further assist you.
EXCHANGE
Generally speaking, we do not provide exchange. However, you may tell us why an exchanged is warranted within 7 days after the item is delivered. In a situation which we accept an exchange, we will provide instructions to return the unused item (in original packaging).
Once we received your returned items, checked against defects to our satisfaction and of which at our sole discretion, in-store credits will be credited to your account. You may afterwards make purchases using the in-store credits.
- Under no circumstances will we make refunds against exchanges. Opened items which cannot be re-sold cannot be exchanged.