Returns, Refund and Cancellation Policy

Order Cancellations

We process orders as quickly as possible, with most orders being dispatched on the next working day.

Orders may be cancelled within 24 hours of purchase, provided they have not yet been dispatched. Once an order has been dispatched, it cannot be cancelled, and we will not accept a return or issue a refund.

If a cancellation request is received in time, within 24 hours, but the order is shipped due to an internal processing/communication delay, we will honour the cancellation and issue a full refund upon confirmation.

Customs Delays and Returned Shipments (International Orders)

International shipments may be subject to customs inspections, import duties, taxes, or other regulatory requirements imposed by the destination country.

By placing an international order, you acknowledge that customs clearance is outside of our control. We are not responsible for delays caused by customs authorities. If a shipment is held, rejected, confiscated, or returned by customs due to local import regulations or the recipient’s failure to complete customs requirements, a refund will not be issued.

Where a shipment is returned to us, we may, at our sole discretion, offer reshipment once any additional shipping costs have been paid. Reshipment of returned parcels is offered as a goodwill gesture only.

Orders Marked as Delivered

Once a shipment has been marked as delivered by the courier to the delivery address provided at checkout, responsibility for the parcel transfers to the recipient.
If you believe your parcel has been stolen after delivery, we will assist by providing any available delivery information and cooperating with the courier’s investigation where appropriate. However, we cannot guarantee refunds or replacements for parcels confirmed as delivered.

Returns

Due to the nature of our products, we do not accept returns of products that have been delivered in good condition unless they are faulty or incorrect.

We cannot accept returns and will not refund because:

• The customer has changed their mind;
• The product is no longer wanted;
• The customer ordered the wrong item.

If you receive an incorrect or damaged product, please contact us within 7 days of delivery with photographs so we can investigate and resolve the issue for you quickly.

Refunds

Refunds may be issued where:

• An order is cancelled before dispatch;
• We are unable to fulfil your order;
• You receive an incorrect or defective product (subject to investigation)
• You have genuine proof that the product did not work for you (money-back guarantee).

Refunds will not be issued because:

• A shipment experiences customs delays. In this case, we can send a replacement shipment after 30 days of shipping the first shipment. If the second shipment does not get through, we are unable to send a third shipment or issue a refund.
• Customs refuses entry or returns the shipment
• A customer refuses to comply with customs requirements
• A parcel is confirmed as delivered by the courier.

Replacement Shipments

Where we choose to provide a replacement shipment, this is a goodwill gesture and does not create an ongoing entitlement to further replacements or refunds.

If a replacement shipment is lost, delayed, refused, returned, or affected by circumstances beyond our control, any further replacement or refund will be considered on a case-by-case basis at our discretion.