Date: 15 June 2020
Rev. 00
Refunds & Returns Policy
This document explains our Return / Refund policy.
If for some reason you need to return your purchase, then a completed Return / Refund claim form must be submitted”.
You can return an item upon approval within seven (7) days from the day you receive your item.
If you have received an item(s) that is defective (e.g. delivered with ripped or missing parts, or other damage) it may be processed for replacement or refund upon investigation of those claims approval. Defective items must be reported within seven (7) days from the date of receipt of the item. It is advisable to check your item packaging or any damage before accepting. However, such an item with visible damage must not be accepted.
Purchases that are not refundable:-
- Products damaged by misuse or showing signs of wear, even if they are still under warranty.
- Products that have been used, modified, washed, altered, assembled or installed, unless they are defective.
- Lingerie or jewellery, if their packaging has been opened.
- Toiletries and perfumes.
- Bedding, bath products, kids’ products, pillows, sheets, comforters, bed-in-a-bag, duvets, duvet covers, memory foam, towels and bathrobes, clothing items, medical supplies that have been removed from their packaging.
- Products you wish to exchange for a different colour or size. (We currently do not offer an exchange service, which means that you will need to return the product first and purchase what you wish instead).
Please remember that the item(s) to be returned should be in its original condition, complete with the original packaging, tags, etc., along with the corresponding original order confirmation, delivery note, all accessories, promotional gifts and warranty card that came with your order.
You can return items that were originally part of a promotion, but you will lose-out on the discount.
The return shipping costs to the designated return address are borne by the buyer.
We issue refunds through the same method of payment as of ORIGINAL PAYMENT (e.g. credit card purchases will be credited to the original credit card account).
Refund against card payments will be refunded through card transfers only.
No part redemption or cash refund against gift voucher.
Refund will be made to you once we confirm receipt of your returned parcel, which meet the conditions for reimbursement.
We will not refund any delivery costs you have paid in case you requested to return goods already delivered to you.
If the returns criteria are not met fully, we may refuse the refund.
Order cancellation
All orders can be cancelled until they are shipped. If your order has been paid and you need to change or cancel it, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.
Refunds
Your satisfaction is our #1 priority. Therefore, you can request a refund or reshipment for ordered products if:
- you do not receive them within the guaranteed time (45 days not including 2-5 day processing)
- you receive the wrong item
- you do not want the product you have received (but you must return the item at your expense and the item must be unused)
We do not issue the refund if:
- your order does not arrive due to factors within your control (e.g. providing the wrong shipping address)
- your order does not arrive due to exceptional circumstances outside our control (e.g. not cleared by customs, delayed by a natural disaster).
*You can submit refund requests within 15 days after the guaranteed period for delivery (45 days) has expired. You can do it by sending a message on Contact Us page.
