Refund policy

Return & Refund Policy

1. Refunds, Replacements & Product Issues

We aim to ensure that every order arrives correctly and in good condition. If there is an issue with your order, the following options may apply:

- Incorrect Product: If you receive an item that is different from what you ordered, you may be eligible for a full refund or a replacement at no additional product cost.

- Incorrect Colour or Size: If the product has an incorrect colour or size but remains functional, we may offer a refund or arrange for a replacement. To assist us in resolving the matter, you may be required to provide a screenshot of the customer's complaint showing the customer's name, the details of the complaint, and the date.

- Missing Parts: If a missing part does not affect the functionality of the product, we may offer a partial refund or send the missing part separately. If the missing part affects the functionality of the product, a replacement for the complete product may be provided.

- Missing Accessories: If an accessory is missing from your order, we will arrange for the missing accessory to be sent where applicable.

Size-Related Issues

For concerns relating to product size, the product must be measured using the appropriate measurement method. Please provide clear photographic evidence showing the measurements. This information helps us assess the issue and resolve the claim as efficiently as possible.

2. Order Cancellations

Orders may be cancelled for a full refund provided that the order has not yet been processed by our warehouse.

Please note that certain orders cannot be cancelled once payment has been made, including:

- Customised orders, including print-on-demand products and branded items.

- Pre-order products, as these items are specially reserved or arranged for you.

- Service-based orders, including video or photography-related services, where arrangements or work may already have commenced following payment.

Once any of the above orders have been processed or arrangements have been made, cancellation and refund requests may not be accepted.

3. Returns

A. General Return Conditions

Return requests must be submitted within 7 days of the customer receiving the product.

For products that do not have a quality-related defect, the customer is responsible for the cost of returning the item to the designated return facility.

Where a product has a confirmed quality issue, the applicable refund or replacement provisions outlined in this policy will take priority. If the customer chooses to return a defective product, the item must still be sent to the designated return facility, with return shipping costs paid by the customer unless otherwise agreed.

B. Return Inspection & Processing

Once a returned product reaches our designated warehouse, it will undergo a quality inspection.

Products may not be accepted if the inspection identifies signs of:

- Damage caused after delivery;

- Improper use or misuse;

- Alterations or modifications;

- Missing components, packaging or accessories; or

- Other abnormal conditions.

If the returned product does not pass the inspection, the return may be rejected. The product may then be disposed of or returned to the sender, with any applicable return or disposal costs charged to the customer.

If the returned product passes the inspection:

- A $1.50 inbound warehousing fee may apply.

- The returned product may be placed in your private inventory or in the supplier's public inventory, depending on the applicable arrangement.

- Only the original product cost paid through the supplier will be eligible for a refund.

- Shipping fees, taxes, customs charges and other additional costs are non-refundable.

C. Return Requirements

Before returning an item, customers must obtain return authorisation through the official customer service channel.

When sending an item back, customers should:

- Use a reliable shipping carrier;

- Obtain and retain a valid tracking number;

- Ensure the product is securely packaged;

- Include the original packaging where applicable;

- Include all tags, accessories and other components supplied with the product.

Returns sent without prior authorisation may not be accepted.

4. Disputes & Claims

A. Dispute Deadline

A dispute must be opened within the applicable dispute period.

Once an order has been closed, which generally occurs 30 days after the tracking information shows the order as delivered, the transaction is considered final and a dispute can no longer be initiated or reopened.

Where tracking information from a third-party logistics provider is unavailable or inaccessible, resolving a dispute may be more difficult and could affect our ability to investigate the claim.

Customers are therefore encouraged to report any delivery, product or order-related issues as soon as possible after receiving their order.

5. Force Majeure

We are not responsible for product damage, delivery delays or other disruptions resulting from circumstances beyond our reasonable control.

These circumstances may include, but are not limited to:

- Epidemics or pandemics;

- International conflicts;

- Strikes or labour disruptions;

- War or civil unrest;

- Earthquakes, floods, storms, heavy snowfall and other natural disasters;

- Virus-related disruptions;

- Customs inspections or delays; and

- Other unforeseen events outside our reasonable control.

Where such circumstances affect an order, we will make reasonable efforts to notify customers through available communication channels, such as email, customer support or other relevant communication platforms.

We will work with the customer and our suppliers or logistics partners, where possible, to determine the appropriate next steps.