Your satisfaction is our focus and priority. We are in business to serve our customers in the best possible way by offering great products, at low prices with world class customer service.
Despite our best efforts, sometimes something can go wrong with an order and we have a 30 day return & refund policy in effect to cover our customers for these rare situations.
Wrong, Faulty or Missing Products
This policy covers you for the below scenarios:
In the above scenarios you need to contact us within 30 days of receiving your parcel, describing the issue and providing the appropriate images when applicable. Our staff will then work with you in order to rectify the situation in one of 2 ways :
Please note that we do not offer refunds or any other compensation in the above scenarios. We understand that in many cases these items are for gifts or have a time sensitive component attached to the order, however even in those unfortunate situations we can still not refund or offer any other compensation.
Returns & Refunds
In the event you receive a product and decide that you want to return it for a refund for any reason then we will happily facilitate that process for you. We want happy customers and understand that sometimes customers change their minds or for whatever reason would not like to keep a certain product.
You must notify us within 30 days of receiving your product. Any requests made outside this 30 day window can not be processed by our staff and you will not be eligible for a refund. Once you notify us, our staff will work with you to process the request and if approved will give you the address to return the product to. We have multiple warehouses around the world so it is important you receive instructions from our staff as to where to send the return.
In addition to the 30 days window, to be eligible for a return & refund the following conditions much be satisfied:
Once received by our warehouse staff, we will inspect the product and provided all the conditions above are met then we will proceed to refund you. You will be refunded back to the method you used to pay us on the original order. You will be refunded for the total amount for paid for the product excluding any shipping costs. We do not offer refunds for any shipping charges noted on your order.
Depending on the method of payment, staff will also inform you roughly how long it will take the funds to hit your account. Generally allow 7 - 10 business days for funds to be returned to your credit card. Please note that once our staff process your refund, we have no visibility or control over the funds as they would have left our account. From that point it is up to your bank to credit you with the funds.
We have warehouses around the world and use multiple suppliers, logistics networks and carriers to move our products around the globe so they can reach customers as quickly as possible. Our strategy is to offer customers the lowest prices possible and fantastic prices. In order to keep our prices competitive, there is sometimes a trade off with the speed at which we can get an item to a certain part of the world. For the most part, your order will be shipped internationally before it reaches you and can take 15 - 25 business days to arrive.
There are times, due to conditions outside of our control that delivery can take longer than expected. This is unfortunate, however can occur from time to time.
The important thing from our point of view is that once a package leaves our warehouse we have zero control over the speed at which it travels. Once the package enter the global logistics network we have already incurred the product cost, shipping cost, labor cost and materials cost to get the product on it's way.
As a result of this dynamic we are not in a position to refund any order after the parcel has left our warehouse and is in the global logistics network. We will do our best to provide you with a tracking list that allows you to monitor the movement of the package. We can not however offer any refund or any compensation whatsoever for orders still progressing through the network.
By ordering with us you agree to these terms and conditions.
Covid - 19 Corona Virus
The global situation with Covid -19 is causing delays with all shipments as each country is in some form of lock down. Although the situation differs in each region, there are certain changes to protocols that affect the global logistics network as whole such as:
The above changes to the way packages are moving around the world results in a much slower delivery turn around than was previously possible. Each delay compounds as the issues exist at each point in the journey.
Please know that we are doing what we can to get orders through the system as quickly as possible, and we certainly appreciate our customers patience during this time, while the world adjusts to the situation. Note that we do not offer refunds for delayed packages. Once a package leaves our warehouse and is on it's way to you we have incurred the product and shipping cost and as a result we can not offer a refund.