Cancellation & Refund Policy
PRE SHIPMENT STAGE
Email : firstname.lastname@example.org
We give customers a 2 hour grace period (from the payment time) to cancel or amend their order details. After 2 hours have passed without any email from you, we are unable to cancel your order as the order has been sent to our warehouse for processing and eventually picked up by logistics team to the airport. See chart above.
We apologize for giving a short time frame as we wish to process and get your parcels shipped soonest for your benefit.
We love all our customers and will do anything to help but if you ask us to cancel after a few days later, we really cannot do it. Especially if the item has been sent to the airport or has been placed on a plane, it will be grossly unreasonable to insist on cancellation. We are not able to redirect the plane just to bring the item back to us. We work really fast to ensure the item get to you as quickly as we can by not delaying on our side. We are very serious in our commitment to deliver as fast as possible.
POST SHIPMENT STAGE
Email : email@example.com
If the item has obvious manufacturing defects, is damaged due to shipping negligence, wrong item sent by us, we will offer to send a replacement as first option and only refund as final option. See chart above.
If the item has not yet arrived according to the below shipping time chart, please email us. However, as we monitor each parcel daily and provide customers with updates, chances are, we will be notifying you first of any possible missing parcels and will react first to resend or refund after we investigate with the shipping provider.
We are not responsible however, for lost or stolen packages confirmed to be delivered to the customer's right address. Upon inquiry, we will confirm the delivery to the address provided, date of delivery, tracking information and shipping carrier information for the customer to investigate.
RETURN & REFUND DUE TO CHANGE OF HEART/DEATH OF RECIPIENT
As per our Refund Policy chart above, returns based on change of heart even when item is in good condition or death of a recipient (person/pet) is under the NOT APPLICABLE column. We can still help on case to case basis. If you insist to return, we will provide the address. You will :
1. Repack properly to protect the item.
2. Pay for return shipping with a tracking number and email to firstname.lastname@example.org (take a screen shot of your AWB slip) within 15 days from the date you receive our email with the return address.
3. Wait until we have received the item to check if the conditions are good before we do the refund (how fast we receive depends on the shipping speed you paid for).
Refund conditions :
1. At our receipt point, item must be in good condition with no evidence of usage, no broken seals and damaged box (if any).
2. If item passes our check, refund will be issued to the same credit card/Paypal account that was used to buy this item.
3. Refund will be price of the item you paid excluding shipping and processing fee of 20% from the price you paid.
4. If item is not deemed in good condition, then we will refund less or have the right to not refund at all because you have returned an item that we have to pay to destroy.