Refunds & Returns Policy
All orders can be cancelled until they are shipped. If your order has been paid and you need to make a change or cancel an order you must contact us, using the contact us form, within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.
Your satisfaction is our #1 priority. Therefore, you can request a refund for faulty products.
If you did not receive the product within the guaranteed time (45 days not including 2-5 day processing) you can request a refund or a reshipment.
If you received the wrong item you can request a refund or a reshipment.
If you do not want the product you’ve receive you may request a refund but you must return the item at your expense and the item must be unused.
Refunds are not possible in the following cases:
- Your order did not arrive due to factors within your control (i.e. providing the wrong name or shipping address etc.)
- Your order did not arrive due to exceptional circumstances outside our control (i.e. not cleared by customs, delayed by a natural disaster).
- Other exceptional circumstances outside our control.
*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 using the Contact Us form.
Returns & Exchanges
If you would like to return or exchange the product(s). You must contact us first and we will guide you through the process. Before returning the item(s) you need obtain the RMA (return merchandise authorization) number. Please contact our customer service by email / using contact us form to get the RMA.
Please do not send your purchase back to us unless we authorize you to do so, and you have the valid RMA. Otherwise the package might be returned to you at your own expenses.
Contacting customer service
Please note, refund requests, order cancellations or exchange and return authorizations can not be handled over the phone, because we need to be able to track the process. In all those cases you need to use the contact us form. If you call to customer service number and ask order cancellation, refund or return authorization, our customer service will ask you send the request using the contact us form. This way we are able to ensure prompt response for any problems that might appear.