RETURNS & EXCHANGES

RETURNS & EXCHANGES

Still not completely satisfied with the item(s) you have received? Returning items is no problem at all.

We always strive to supply high quality, well made products.  In the event of goods having been damaged in transit, you need to notify us within 1 business day of delivery.  Visibly damaged packages should not be signed for upon delivery as this may void the insurance on the package.

ORDER HANDLING

You may treat the products you receive just as you would do in a physical store. If this requires opening the package, please do so as neatly as possible. If you break the seal on audio and video recordings and computer software and on products that are not suitable for returns due to reasons of hygiene or a potential health risk, you can no longer return these products.You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

Returns/Exchanges of Non Defective Items

  • Due to health concerns we cannot accept returns or exchanges of unsealed items.
  • Products to be returned must be sealed, unused, in its original packaging, and in a resellable condition.
  • The shipping costs for returning the products (via your own preferred courier) need to be covered by the customer.

Warranty Claims

  • In the event of a defective product, contact us immediately.
  • You will be asked to fill out a Returns form and submit a product photo and proof of purchase for the product.
  • You will be asked to return the product to us (via our preferred courier company) for full examination.
  • All products sent to us must arrive in a clean, dry and sealed condition.

Defective products will be repaired or replaced at our discretion provided they are covered under the warranty period.

General information for Returns/Exchanges

  • All returns/exchanges and defective products must be accompanied by proof of purchase and a returns form.
  • Products must still be covered under the warranty period.
  • Products that are not under warranty or without proof of purchase will be returned immediately.
  • We will cover return shipping on defective items for a period of 60 days from date of dispatch.  Thereafter the customer is responsible for shipping charges.

    If you do receive the goods that are damaged or faulty, you have the right to make a complaint

    Please complete the following form and send to us via email to start the complaint procedure. The answer will be sent to your email inbox along with instructions on how to proceed further within 14 days.

    FORM TEMPLATE:

    Order number:...........................................................................................

    Goods ordered on:.................................................................................................

    Goods received on:.................................................................................................

    Name and address:...........................................................................................

    Email linked to the customer account:..........................................................................................

    Cause of complaint:

    .........................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................

    *Please attach photos of the product subject to the complaint and photos of the packaging in which it was delivered.

    REFUNDS

    We will refund you the total purchase price (including delivery costs) as soon as possible or at the latest within 14 days of receiving your notice of Return. We may wait to refund you until we have received the returned item(s) or until you have demonstrated you have returned the item(s), whichever comes first. We will refund you using the same method used to pay for the order, including standard shipping and/or other charges. If only part of the order has been returned, these shipping and other charges will not be refunded.

    EXCEPTIONS

    The following items are not covered by the right of return and cannot be returned:

    • Gift Cards
    • Products manufactured according to customer specifications, which are not prefabricated and are manufactured on the basis of an individual choice or decision by the customer, or are clearly intended for a specific person.
    • Products that spoil quickly or have a limited shelf life.
    • Sealed products that are not suitable for return for health or hygiene reasons and whose seal has been broken after delivery.
    • Products that, due to their nature, have been irreversibly mixed with otgher products after delivery.