Support
Refunds
Request a refund or track one you have already submitted. Every request is reviewed by our team.
Refund policy
Faulty or defective items (qualify even if used)
If an item is faulty, defective, damaged in transit, not as described, or the wrong item was sent, it qualifies for a refund, repair, or replacement even if you have opened and used it. Some faults only show once the product is in use, so opening the box does not affect your claim. Under the Consumer Protection Act you are protected for defective goods for up to six months.
Change of mind (unused and original condition)
If there is nothing wrong with the item and you simply changed your mind, a return may be accepted only if the item is unused, in its original packaging and condition, and within our returns window. Because there is no defect, we cannot accept change-of-mind returns on items that have been used.
What does not qualify
Items damaged through misuse, accidental damage, or normal wear and tear, and change-of-mind returns on items that have already been used. If a product is faulty, none of these apply, faulty items always qualify.
How to request a refund
You just need your order number. Request a refund from your account, the support chat, or the refunds page. Submit the reason for your refund and you will receive a refund tracking code by email. Our team reviews every request and will approve or decline with a reason.
If your refund is approved
Once our accounting team has approved the payout, you will be asked to provide your banking details. Refunds are paid out internally and typically reflect within 1 to 2 business days. In rare cases, or for requests made over a weekend or public holiday, it may take a little longer.