You can cancel your order before it has been shipped by emailing email@example.com. After it has been shipped, it is passed over to the postal service so is no longer in our control. Please see the returns/refund section of the policy below for information on what you can do next. Please note: there may be a small delay (up to 24 hours usually) in your order status updating. For example, your order status may be “Processing” but in fact it could have already been shipped. For this reason, please be aware that we may not be able to cancel your order even if the status hasn’t been updated.
Returns and Refunds
Our Returns and Refunds policy lasts for 100 days. If 100 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
You can request a refund only after 50 business days (exclusive of weekends) since your order has been shipped if you have not yet received it. Usually, orders arrive within 2 weeks of being dispatched, however could get lost or otherwise delayed; especially around holiday times. If your order has not arrived within 50 days of you receiving the confirmation email that it has been shipped, please contact us by emailing firstname.lastname@example.org. We will contact the relevant shipping company and issue a refund if they consider it as lost. You can request a refund up until 100 days have passed since shipping your order. After 100 days, our payment provider removes the option to process refunds.
It is the customer’s responsibility to ensure our products are legal in their country. Just because we have successfully shipped all of our products to all the countries we ship to doesn’t mean they are legal and won’t be confiscated. We cannot say whether our products are legal in any country. For orders that are seized by customs, we only offer a percentage (partial) refund (maximum 50% refund excluding shipping costs). It cannot be the full price you paid as we do not get the product back. We consider an order seized when a) the customer receives a notice of seizure; or b) the tracking says it has been seized. Please contact email@example.com if the tracking indicates it has been seized or if receive a notice from your country’s customs authority and attach an image of it.
The same partial refund policy applies to lost orders. We consider an order lost if the tracking has not been updated in 30 days or other reasons depending on the specific case.
If your item is damaged, please email firstname.lastname@example.org and you may be eligible for either a partial or full refund depending on the damage.
If you no longer want the product you ordered, the product must be unopened and everything must be included in the original package. You will have to pay the return shipping costs. Sometimes, the boxes we ship our products in may get squashed during shipping. This is fine and shouldn’t result in any damage so you can still return it as you received it. You can return your order up until 100 days have passed since shipping your order. After 100 days, our payment provider removes the option to process refunds.
If your item is damaged when you received it, we can do a few different things. Firstly, we could offer you a partial refund depending on how bad the damage is. For example, a small scratch may only get a small partial refund, but a deep, long scratch would get significantly more. If you receive a damaged item, please email a picture of the product to email@example.com and we will act accordingly. All products are inspected before shipping in our rigorous quality control tests, however sometimes they can be damaged during shipping.
If your return/refund is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days depending on your bank and/or card provider (usually 5-7 business days for cards, and usually immediately or 1-2 days for PayPal).