Cancellation, Return and Refund Policy

This policy explains the circumstances in which an order may be cancelled, returned, replaced or refunded.

1. Order Cancellation

Customers may request cancellation before the order has been dispatched or handed to a delivery or transport provider.

Once an order has been dispatched, cancellation may not be possible. Delivery, transport or return charges already incurred may be deducted where applicable.

2. Damaged, Defective or Incorrect Products

A customer should contact us promptly after receiving a damaged, defective, incorrect or incomplete product.

The customer should provide the order number, invoice, photographs or video of the product, packaging and visible damage.

After verification, we may arrange a replacement, repair, return or refund as appropriate.

3. Return Eligibility

An approved return must normally be unused, undamaged and returned with its original packaging, accessories, labels and invoice.

Return approval depends on the product type, product condition, reason for return and manufacturer or supplier conditions.

4. Non-Returnable Products

Products may not be eligible for return where they have been installed, used, damaged after delivery, altered, refilled, customised or specially ordered for the customer.

Products with missing packaging, accessories, labels, serial numbers or safety seals may also be refused.

5. Return Delivery Charges

Where the return is caused by an incorrect, damaged or defective product supplied by us, we will determine an appropriate return arrangement after verification.

Where a return is requested because the customer changed their mind or selected an unsuitable product, return delivery or transport charges may be payable by the customer.

6. Refund Processing

Refunds are processed only after the cancellation or returned product has been approved and any required inspection has been completed.

An approved refund will normally be sent to the original payment method. The time taken for the amount to appear may depend on the bank or payment service provider.

7. Payment Failure or Duplicate Payment

Customers should contact us if an amount was deducted but the order was not confirmed, or if the same payment appears to have been charged more than once.

We will verify the payment records and coordinate with the payment service provider where necessary.

8. How to Request Cancellation or Return

Contact us with your order number, customer name, phone number, reason for the request and supporting photographs where applicable.

Products should not be sent back without prior return approval and instructions from our team.

9. Contact Us