1. Cancelling before dispatch
We will make reasonable efforts to cancel an order when you contact us before fulfilment begins or the order is handed to a carrier. Because orders may be processed quickly by suppliers or fulfilment partners, we cannot guarantee that a cancellation request can be accepted. If cancellation is no longer possible, you may request a return after delivery where the item is eligible under the Returns Policy and applicable law.
2. When a refund or other remedy may be available
- We accept a cancellation before fulfilment or dispatch.
- We approve a return after receiving and inspecting the item in accordance with the Returns Policy.
- We confirm that an item is unavailable, materially delayed, damaged, defective, incorrect, or not as described.
- We confirm that a duplicate, incorrect, or unauthorised charge was made, subject to reasonable verification.
- Applicable mandatory consumer law provides a remedy that cannot be excluded by our policies.
3. How approved refunds are issued
Approved refunds are normally returned to the original payment method and in the original payment currency, unless applicable law, the payment provider, or an agreed alternative requires a different method. We begin processing once the cancellation, return, or investigation is approved. The time for funds to appear depends on the payment provider, bank, card network, currency, and any required return inspection. We will not make a refund conditional on an unlawful waiver of your consumer rights.
4. Amount of refund
The refund amount depends on the reason for the request and the order terms. For an approved change-of-mind return, original delivery charges, return-shipping costs, duties, taxes, and third-party fees may be excluded where permitted by law and where disclosed before purchase. For a confirmed damaged, defective, incorrect, or unavailable item, we will explain the available remedy and any applicable return-shipping arrangement. A refund may be reduced only where permitted by law, including for a loss in value caused by handling beyond reasonable inspection.
5. Chargebacks and disputes
Please contact us before starting a payment dispute so that we can review the issue quickly. Starting a chargeback does not remove our right to respond with relevant order, delivery, return, and communication records. We will not take action that unlawfully limits your right to dispute a charge with your payment provider or seek a statutory remedy.