The return policy
You reserve the right to return the products you ordered from us for several reasons that may include items being defective, if you received an order with missing or broken parts, if the product and/or the item was damaged, if you received the wrong item, if the item doesn’t fit, or if your order was delivered too late (please refer to our shipping and delivery policy).
You can return the product within 15 days after delivery is made. To be eligible for a return, your item must be unused and in the same condition that you received it, with the original labels. It must also be in the original packaging. If the goods deteriorate through further use, we reserve the right not to take back the goods and to invoice them accordingly. Please do not send your purchase back to the manufacturer.
The following products are exempt from being returned:
- Returns sent after the 15-day window as per this return policy has elapsed; and
- Items on sale: only regular priced items may be refunded, unfortunately sale items cannot be refunded.
How to execute a return
Go to our website and access your orders. Open the order you would like to return, and click return. You will be prompted to fill in a form, explaining the reasons for returning. Print the form with return address and attach it on top of the packaging to be returned to us.
You can drop the package off at one of our drop-off locations that is near to you, pay for the shipping fee and the agent will ship it back to us. Please note that you will need to send us a proof of shipping (e.g. receipt from the shipping agent) to firstname.lastname@example.org for us to confirm that the product was shipped to us within the 15-day window as per our policy, to help us to track the product. The receipt will also be useful in processing refunds.
Can I exchange items?
An exchange of an article is not possible. If you would like to receive an item in a different size or color, please order again.
The refund policy
As soon as we have received your return, we will inspect it to ensure it qualifies for refund in accordance with our policy. We will then send you an email to notify you that we have received your returned item and whether (a) it meets our return policy and (b) the refund has been approved or rejected. If the refund is approved, your refund will be processed immediately, and a credit of full purchase price (less the original and return shipping fees, unless you received a wrong or damaged product) will automatically be applied through the original method of payment. Remember to keep your receipt until your refund has been credited to your account.
Please note that it may take up to 10 business days after the refund has been processed for you to see it in your account (see the table below). If your refund is delayed, please first check your account again and contact your credit card company or bank. If you’ve done all of this and you still have not received your refund, please contact us at email@example.com.
|Refund Method||Time to reflect in your account (after refund has been processed)|
|Mobile money||Up to 2 days|
|Credit card||Three to five business days|
|Debit card||Up to 10 business days|