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Return, Refund & Exchange policy

Return, Refund & Exchange Policy

My order has arrived Faulty. What should I do?
- Please contact our customer service team to report the issue. To assist us in effectively addressing the problem, please provide photos of the consignment note or shipping label, and videos showing the fault with the item. We request that you arrange for its return within the next 5 days. You have the selection of requesting an exchange 1 to 1 of the same product, or a full refund of the returned faulty item.
  - For Exchange request: Once we receive the returned item, we will begin the exchange process, there will be a refund of the return shipping cost, which will be credited back to your original payment method, once we have shipped out the replacement product, you will receive an email stating that your order has been packed and dispatched, this will include the tracking number and a URL for you to track the delivery status, your replacement product will typically reach you within 5-8 days.
  - For Full Refund request: Once we receive the returned item, we will begin the refund process, including the return shipping cost, which will be credited back to your original payment method.
- We truly appreciate your understanding and are committed to ensuring your satisfaction with our products and services. If you have any further questions or need assistance with the return process, please do not hesitate to contact us.

My order has arrived Damaged. What should I do?
- Please contact our customer service team to report the issue. To assist us in effectively addressing the problem, please provide photos of the consignment note or shipping label, and videos showing the damage on the item. We request that you arrange for its return within the next 5 days. You have the selection of requesting an exchange 1 to 1 of the same product, or a full refund of the returned faulty item.
  - For Exchange request: Once we receive the returned item, we will begin the exchange process, there will be a refund of the return shipping cost, which will be credited back to your original payment method, once we have shipped out the replacement product, you will receive an email stating that your order has been packed and dispatched, this will include the tracking number and a URL for you to track the delivery status, your replacement product will typically reach you within 5-8 days.
  - For Full Refund request: Once we receive the returned item, we will begin the refund process, including the return shipping cost, which will be credited back to your original payment method.
- Special Case for Hazardous Items: In cases of potentially hazardous items, like broken glass bottles where spillage is visible before opening the package, we require photos and video proof while opening the package. This enables us to proceed with your refund or product exchange without the need for the item’s return. Our customer service team will provide confirmation for such cases.
- We apologize for any inconvenience caused and are committed to resolving this issue to your satisfaction. Please follow these steps, and our team will assist you throughout the process.

I have changed my mind on a product, what do I do?
- If you’ve changed your mind about a product you’ve purchased, here’s what you can do:
  - 7-Day Return Policy: We offer a return policy for up to 7 days after your purchase, as we understand that sometimes you might reconsider your choice.
  - Return Eligibility: The product must be in its original, unopened, and unused condition for the return to be eligible. The seal should be intact, and there should be no tampering with the product, as this is crucial for maintaining hygiene standards.
  - Associated Costs: While we’d love to accommodate all costs, please understand that expenses such as packaging, domestic and international shipping, local shipping, and taxes cannot be covered by us for returns due to a change of mind.
  - Right to Reject: We reserve the right to reject a return request if these criteria are not fulfilled. In cases where a return request is rejected, please be aware that the shipping charges to return the item will be borne by the buyer.
  - Refund Process: Upon successful return and inspection of the item’s condition, we will process your refund to the original payment method used during the purchase.
- We truly appreciate your understanding and are committed to ensuring your satisfaction with our products and services. If you have any further questions or need assistance with the return process, please do not hesitate to contact us.

How long does it take for me to get my refund?
- Your refund timeline depends on your original payment method.
- For payments made via credit card, the refund process usually takes 7 to 14 working days.
- If you paid through PayPal, the refund should be completed within 3 to 5 working days.
- If you do not receive your refund within these timeframes, please don’t hesitate to get in touch with our customer service team for assistance. We’re here to ensure that your refund is processed smoothly and promptly.

I suspect my parcel has been tempered, what should I do?
- If you suspect that your parcel has been tampered with, we advise you to record a video of the process as you open the parcel. This video evidence will greatly assist us in addressing and investigating the issue more effectively and efficiently.
- Please proceed to contact our customer service team to report the issue. To assist us in effectively addressing the problem, please provide photos of the consignment note or shipping label, and the requested videos for us to investigate the issue.

My order is incomplete, what should I do?
- If your order is incomplete, please contact our customer service team as soon as possible. Provide them with your order details and specify which items are missing with the photo of the consignment note or shipping label and the items received. Our customer service team will collaborate with the warehouse to investigate the issue. If it is confirmed that items from your order are indeed missing, we will promptly arrange for the replacement items to be sent to you.
- We apologize for any inconvenience this may have caused and appreciate your understanding as we work to resolve this matter. Our team is dedicated to ensuring your complete satisfaction with your order.