Order cancellations
You can cancel an order only before it has shipped. Send us your cancellation request within 12 hours of placing the order.
Once an order has shipped it can no longer be cancelled. Please wait for it to be delivered and then request a return.
Return window
We accept returns of items that are defective, damaged or incorrect.
- Standard customers: within 14 calendar days of delivery.
- Pro members: within 30 calendar days of delivery, exactly double the standard window.
How to return an item
- Contact our support team on live chat or by email.
- Give us your order number, a description of the problem, and photos or videos of the item.
- We review your request and decide whether a return is needed.
- If the return is approved, we arrange collection of the item by courier.
- The item must be unused, in its original packaging, and complete with all parts and manuals.
Items we cannot accept back
- Undergarments
- Groceries, food products and supplements
- Cosmetics, grooming and personal care products
- Items whose safety seal has been broken or removed
- Electrical products damaged through misuse
Refunds
Refunds are issued as store credit or as cash back, whichever you prefer.
We process your refund within 3-5 working days after we receive and inspect the returned item.
Refunds exclude the original shipping charges and any handling fees.
In some cases we may refund you without requiring the item to be sent back.
We do not charge restocking fees.