Order Cancellation
All orders can be cancelled until they are shipped. If your order has been paid and you need to change or cancel it, you must contact us before it has shipped. Once the shipping process has started i.e. the package has been handed over to the carrier, it can no longer be cancelled.
Return Policy
Please notify us within 30 days of delivery to request return authorization. If the return is due to the item being damaged, defective or incorrect, we will arrange for the return of the item and issue a full refund after the item is received back at our warehouse. If the reason is other than damage, defective or incorrect, the customer will be responsible for all shipping charges incurred.
All returns should be shipped back in their original packaging.
Kindly note that some items such as consumables that have “seals” to protect the product are non-returnable if opened or taken out of their plastic protective wrapping.
Refunds
Your satisfaction is our #1 priority. You can request a refund or reshipment for ordered products if:
- you receive the wrong item
- you do not want the product you have received (but you must return the item at your expense and the item must be unused)
- you receive a damaged or defective item
We do not issue the refund if:
- your order does not arrive due to factors within your control (e.g. providing the wrong shipping address)
- your order does not arrive due to exceptional circumstances outside our control (e.g. delayed by a natural disaster).
If your order arrives at your door appearing damaged or defective, make sure that the carrier signs the waybill for any damages and notify us as soon as possible. If your order is returned to us undeliverable or refused, a refund will be issued less the shipping amount and any return shipping charges. For certain items, there may also be a 20% restocking fee.
Any discounted items or items marked “Clearance” are non-refundable.
Please send an email with the order number and include the reason and a detailed description of the damages or defects along with any supporting documentation (pictures). We prefer communication to be through email so as to have a proper record of communications.