Refund policy
RETURNS, EXCHANGES, REPAIRS & REFUNDS POLICY
Please read this policy carefully before placing an order.
By completing a purchase on our website, you acknowledge that you have reviewed and agreed to this Returns, Exchanges, Repairs & Refunds Policy.
Nothing in this policy limits any non-waivable rights available to consumers under applicable law.
1. ORDER CANCELLATION
Orders may be cancelled for a full refund only if the cancellation request is received before the order has been shipped or transferred to the shipping carrier.
Once an order has shipped, it cannot be cancelled.
After shipment, the applicable return, exchange and product-issue procedures described below apply.
To request cancellation before shipment, contact:
2. CHANGE-OF-MIND RETURNS
Once an order has shipped, purchases returned because of:
- change of mind;
- preference;
- incorrect selection by the customer;
- ordering the wrong size, color or model;
- no longer wanting the product; or
- any other reason unrelated to a verified product defect, shipping damage or fulfillment error
are eligible for exchange only and are not eligible for a refund to the original payment method, except where otherwise required by applicable law.
Exchange requests must be submitted within 30 days after delivery.
The customer is responsible for return shipping costs for change-of-mind exchanges.
3. CONDITIONS FOR CHANGE-OF-MIND EXCHANGES
To qualify for an exchange, the returned product must:
- be unused and unworn;
- remain in original condition;
- contain all original packaging;
- contain all accessories, manuals, tags and gifts originally supplied;
- show no signs of misuse, modification or unauthorized repair; and
- be returned using the return instructions provided by our Customer Service team.
Products that do not satisfy these conditions may not qualify for a change-of-mind exchange.
4. DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS
If you believe the product you received is:
- defective;
- damaged during shipping;
- materially different from the product ordered;
- missing an essential component; or
- materially different from the description provided at the time of purchase,
please contact:
as soon as reasonably possible after discovering the problem.
To allow us to investigate the claim, please provide:
- order number;
- purchaser name;
- description of the problem;
- photographs and/or video clearly showing the reported issue;
- photographs of the packaging when shipping damage is alleged; and
- any other reasonable information necessary to identify and evaluate the product.
Providing photographs or video helps us evaluate the claim, but does not prevent any rights that cannot legally be waived.
5. RETURN AUTHORIZATION FOR PRODUCT-ISSUE CLAIMS
For claims involving damaged, defective, incorrect or allegedly misdescribed merchandise, we will provide the customer with return instructions and, where appropriate, a Return Merchandise Authorization (“RMA”).
Customers will be given a reasonable opportunity to return the merchandise for inspection.
Please do not discard the product while a claim is under review.
Our return address is:
[INSERT COMPLETE RETURN ADDRESS HERE]
or another return facility specifically provided to the customer by our Customer Service team in writing.
For an eligible defect, shipping-damage or fulfillment-error claim, we will provide or reimburse reasonable return shipping where required by our policy or applicable law.
6. INSPECTION OF RETURNED MERCHANDISE
Once returned merchandise is received, we will inspect it to determine:
- whether the reported problem exists;
- whether the product corresponds to the original order;
- whether the product has been altered or damaged after delivery;
- whether the reported condition resulted from manufacturing defect, shipping damage, normal wear, misuse or other causes; and
- which remedy is appropriate.
Customers will be notified by email after inspection.
Inspection is normally completed within 3 business days after receipt of the returned merchandise.
7. REMEDY FOR VERIFIED DEFECTIVE, DAMAGED OR INCORRECT MERCHANDISE
If our inspection confirms a covered defect, shipping damage, incorrect product or other fulfillment error, our standard remedy will be, where commercially reasonable and permitted by applicable law:
1. Repair the product; or
2. Replace the product with the same model; or
3. Replace it with an equivalent product.
The replacement product will be shipped without an additional product charge.
Where the original product is unavailable, we may offer an equivalent replacement or another mutually agreed product.
Refunds
A refund to the original payment method may be provided when:
- repair or replacement cannot reasonably be provided;
- we expressly approve a refund in writing;
- the order was properly cancelled before shipment; or
- applicable law requires a refund.
A customer's submission of a product complaint does not, by itself, automatically entitle the customer to a refund without allowing us a reasonable opportunity to inspect the product and provide an appropriate remedy.
8. CUSTOMER MUST MAKE THE PRODUCT AVAILABLE FOR RETURN
Where a customer claims that merchandise is defective, damaged, incorrect or materially not as described, the customer must reasonably cooperate with the return process.
If we provide reasonable return instructions, the customer should return the merchandise so that the reported issue can be verified and resolved.
We cannot complete a repair or replacement while the customer retains the merchandise and refuses reasonable return arrangements, except where applicable law provides otherwise.
We will not require a customer to surrender merchandise without providing reasonable return instructions.
9. PRODUCT CONDITION AND MISUSE
Our product-quality remedies do not cover damage resulting from:
- misuse or abuse;
- accidental damage occurring after delivery;
- improper storage;
- unauthorized modification;
- unauthorized repair;
- failure to follow product-care instructions;
- ordinary wear and tear; or
- damage otherwise caused by the customer after delivery,
unless otherwise covered by an applicable written warranty or required by law.
If inspection determines that the reported condition is not a covered product defect, we will notify the customer and provide available options.
10. SHIPPING DAMAGE
Please inspect your package promptly after delivery.
If shipping damage is visible, please preserve:
- the merchandise;
- outer shipping carton;
- shipping label;
- protective packaging; and
- all contents of the shipment.
Photographs or video of the merchandise and packaging may be requested so we can investigate the shipment with the carrier.
Do not discard merchandise that is the subject of an unresolved shipping-damage claim.
11. WRONG OR MISSING ITEM
If we sent an incorrect product or an essential component of your order is missing, contact us at:
After verification, we will arrange an appropriate replacement or other remedy.
Where return of an incorrectly shipped item is required, we will provide reasonable return instructions.
12. EXCHANGE PROCESSING TIME
Approved exchanges and replacements are normally processed within 3 business days after inspection of the returned merchandise.
Customers will receive confirmation by email when the replacement has been processed.
Delivery times depend on the destination and shipping carrier.
13. REFUNDS WHEN APPROVED
Where a refund is approved, it will normally be submitted to the original payment method within 3 business days after approval.
The customer's financial institution or card issuer may require additional time to post the credit.
Refunds will not normally be issued to a different card, bank account or payment method.
14. CUSTOMIZED OR PERSONALIZED PRODUCTS
Customized, engraved, personalized or specially produced merchandise is final sale and is not eligible for change-of-mind return or exchange.
This does not affect remedies available for a verified manufacturing defect, incorrect fulfillment or rights that cannot legally be excluded.
15. UNAUTHORIZED RETURNS
Customers should contact us before sending merchandise back so that we can provide correct return instructions.
Sending merchandise to an unauthorized address may delay processing.
However, this provision does not eliminate rights that the customer may have under applicable law.
16. RETURN SHIPPING
For change-of-mind exchanges, the customer is responsible for return shipping.
For verified:
- manufacturing defects;
- products damaged before or during delivery;
- incorrect merchandise; or
- merchant fulfillment errors,
we will provide or reimburse reasonable return shipping where appropriate.
17. DELIVERY AND PROOF OF DELIVERY
Orders are considered delivered when the carrier's tracking information confirms delivery to the shipping address supplied by the customer, subject to any contrary evidence regarding the actual delivery.
Customers are responsible for providing a complete and accurate shipping address at checkout.
For certain orders, signature confirmation may be required.
18. PRODUCT INFORMATION
We make reasonable efforts to ensure that product descriptions, specifications, photographs, colors, dimensions and other information displayed on our website accurately represent the merchandise offered for sale.
Minor differences caused by screen settings, photography, manufacturing tolerances or other non-material variations do not necessarily constitute a product defect or materially inaccurate description.
Nothing in this section permits us to materially misrepresent a product.
19. CUSTOMER SERVICE AND DISPUTE RESOLUTION
If you experience a problem with an order, please contact us first at:
We will provide reasonable assistance and, where appropriate, return, inspection, repair or replacement instructions.
Customers should retain tracking information when returning merchandise.
Our goal is to resolve legitimate product issues directly and promptly.
20. APPLICABLE CONSUMER RIGHTS
This policy is intended to operate to the maximum extent permitted by applicable law.
If the law applicable to a customer's transaction provides mandatory cancellation, return, refund, warranty or other consumer rights that cannot be waived, those rights will apply notwithstanding any inconsistent provision of this policy.
