Refund policy

Refund, Exchange & Delivery Policy

Damaged, Defective or Incorrect Items

Please inspect your order upon receipt and contact us within 48 hours if your item is defective, damaged, or if you have received the wrong item. We may request photographs or other evidence to assess the issue. Once verified, we will work with you to provide a suitable resolution, which may include a replacement, exchange, store credit, or refund at our discretion.

Returns & Refunds

All sales are final. Once purchased, items are non-refundable except in cases where the item is faulty, damaged upon arrival, or incorrectly supplied.

We do not offer refunds for:

  • Change of mind.

  • Incorrect product selection by the customer.

  • Delays caused by circumstances outside our control.

  • Orders where an incorrect shipping address was provided.

  • Orders that could not be delivered because the customer was unavailable or failed to collect the parcel.

Non-Returnable Items

For hygiene and safety reasons, certain products cannot be returned or exchanged, including personal care and beauty products, unless they arrive damaged or defective.

If you are unsure whether your item qualifies, please contact us 

Delivery Timeframes

All delivery timeframes advertised are estimates only and are calculated in working days. Delivery times may vary depending on your location, courier schedules, public holidays, weather conditions, and other logistical factors beyond our control.

Orders placed after 4:00 PM on Friday, on weekends, or on public holidays will be processed on the next working day.

Delayed or Missing Parcels

If you have not received your parcel within 30 days of dispatch, and the delay is determined to be due to an error on our side, please contact us. After investigation, we may either:

  • Send a replacement parcel; or

  • Issue a refund.

Delays caused by the customer, including but not limited to unavailability to receive the parcel, failure to collect the parcel, incorrect delivery information, or failure to respond to courier communications, are not eligible for refunds or replacements.

Lost Parcels

Once an order has been handed over to the courier, delivery is subject to the courier's operations. If a parcel is confirmed lost in transit by the courier, we will work with you to provide an appropriate resolution.

Exchanges

If your product is faulty, we will be happy to exchange it for the same item or an equivalent item, subject to stock availability. Proof of the fault, including photographs or videos where applicable, may be required before an exchange is approved.

To request an exchange, please contact us through our social media platforms or customer support channels.

Policy Changes

We reserve the right to update or modify this policy at any time without prior notice. The version of the policy in effect at the time of purchase will apply to your order.