Refund policy

Returns  

Please note that returns must be requested within 14 days of receiving the item. All items which are being returned must be authorised and require a return reference number. Returns will only be accepted if items are unused and in original packaging. We request that the original packaging is retained should the product be damaged you can re-apply the packaging.

Shipping and handling fees are non-refundable. Customer will be responsible for the initial delivery fees and return postage costs. This means that even if initial delivery was offered as free and a customer refuses our offer to replace faulty/damaged products customers will still be responsible for a delivery fee. It is the customer’s responsibility to arrange return postage.

Any Product, which has been made to order, will incur a 50% surcharge if returned. If a fault is associated with a product you must allow us the opportunity to rectify any concerns/issues. If you opt for a return and not allow us to rectify issues the surcharge and postage fees will remain payable. If you change your mind or no longer want the product this surcharge will be due. Any refund provided will be minus administration fees and postage fees.

Damages  

We request all customers inspect all packages and goods to ensure there are no damages. However in the unlikely event that there is damage or something missing we request customers to accept delivery and record this on the delivery documents. All Customers must notify us of damages or missing items within 24 hours of receiving delivery. We request all customers to provide supporting images where applicable.

We will not be liable for damages not recorded at the point of delivery, goods should be checked prior signing. We will not be liable for damages as a result of general wear and tear.

Any issues with regards to damages or missing pieces we would request you to contact us and inform us via email or WhatsApp Business where our friendly team will promptly assist in resolving issues. We always resolve issues for our customers we request that you contact us with any issues directly to come to an agreement prior to opening any payment disputes, cases or requests.

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders, made to order or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure your request is dealt with promptly and in a timely manner is to raise any queries with our customer services team.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and issue the refund.