Return / Refund Policy

1. Return Request Required: Customers must contact us at [email protected] before returning any item. Please include your order number, product details, reason for return, and clear photos or videos where the item is damaged, defective, incorrect, or incomplete. Returns sent without prior approval or without following the return instructions provided by us may not be accepted or processed.
2. Return Window: Return requests must normally be submitted within 14 calendar days after the order has been delivered. Approval of a return request does not automatically confirm that a refund, replacement, exchange, or other resolution will be provided. All returned items remain subject to inspection and verification. After approval, the item must be shipped back within the period stated in our return instructions.
3. Change-of-Mind Returns: We may accept returns of non-defective items where the customer has changed their mind, provided that the return request is submitted within 14 calendar days after delivery and the item remains new, unused, complete, and suitable for resale. All original packaging, manuals, accessories, labels, and parts must be included.
4. Return Condition: Returned items must normally be in brand new, unused, and resaleable condition. Items that have been assembled, installed, connected, powered, charged, programmed, painted, glued, cut, drilled, modified, damaged, or otherwise used may not be eligible for a change-of-mind return. Items with missing packaging, manuals, accessories, labels, or parts may also be refused or subject to a reduced refund.
5. Opened or Inspected Items: Opening external packaging for reasonable inspection does not necessarily make an item ineligible for return. However, items that have been tested beyond reasonable inspection, removed from sealed internal packaging where resale value is affected, or otherwise handled in a way that reduces their value may be refused or may qualify only for a partial refund.
6. Return Method: Approved returns must normally be sent by a trackable postal or courier service to the return address provided in our return instructions. The return address may be different from the address shown on the website, invoice, parcel, or payment record. Customers must use only the return address provided by us for the approved return.
7. Return Parcel Responsibility: Customers are responsible for securely packing returned items and retaining proof of postage and tracking information. We are not responsible for returned parcels that are lost, damaged, delayed, insufficiently insured, or delivered to the wrong address before they are received by us.
8. Return Shipping Cost: For non-defective items and change-of-mind returns, the customer is responsible for all return shipping costs. Customers must obtain approval before incurring any return shipping expense.
9. Defective or Incorrect Item Return Cost: Where an item is confirmed by us to be defective, damaged during delivery, incorrectly supplied, or materially different from the order, we may provide a prepaid return method, reimburse a reasonable approved return shipping cost, provide replacement parts, or offer another appropriate resolution. Unauthorised shipping, courier, customs, insurance, or handling costs may not be reimbursed.
10. Original Delivery and Other Charges: Original shipping, handling, insurance, payment processing, customs, tax, and other service charges are normally non-refundable. Where an order included free or discounted delivery, our actual outbound delivery cost may be deducted from the refund for a non-defective or change-of-mind return. Any exception will depend on the reason for return, the circumstances of the order, and any requirement that cannot legally be excluded.
11. Refund Approval and Processing: After an authorised return has been received and inspected, we will notify the customer whether the return has been approved. Approved refunds will normally be submitted to the original payment method within 14 calendar days after approval.
12. Payment Provider Processing Time: The actual time required for a refund to appear may vary depending on the bank, card issuer, payment provider, currency conversion process, or other third party involved. We are not responsible for delays caused by banks, card issuers, payment providers, or other parties after the refund has been submitted.
13. Refund Amount: Refunds normally apply only to the approved value of the eligible returned item. Shipping charges, handling fees, insurance fees, payment fees, customs-related charges, taxes, and other service charges are normally non-refundable. Currency conversion differences, foreign exchange fees, and bank charges are also normally non-refundable.
14. Restocking and Value Deductions: We do not normally charge a separate restocking fee for an eligible item returned in new, unused, complete, and resaleable condition. However, we may reduce the refund where packaging is damaged or missing, accessories or parts are incomplete, cleaning or repacking is required, the item has been handled beyond reasonable inspection, or the item can no longer be sold as new.
15. Defective Items: If an item is suspected to be defective, customers must contact us as soon as reasonably possible and provide clear photos, videos, product labels, serial numbers, testing details, and a description of the issue where requested. Customers must not return the item before receiving our instructions.
16. Defective Item Assessment: We may require the item to be inspected, tested, or returned before confirming whether a defect exists. Damage caused by misuse, incorrect installation, incompatible equipment, modification, accident, improper maintenance, wear and tear, or failure to follow instructions is not normally treated as a product defect.
17. Factory Faults or Shipping Damage: If a defect or damage is confirmed to have resulted from a factory fault or shipping damage, we will review the circumstances and provide an appropriate resolution. This may include technical support, replacement parts, repair support, exchange, replacement, store credit, partial refund, full refund, or another reasonable solution. A refund is not automatically provided in every case.
18. Incorrect or Missing Items: If an incorrect item is received or an item is missing from the order, please contact us as soon as reasonably possible. We may request photos of the parcel, shipping label, packing materials, product labels, and all items received before arranging a resolution.
19. Compatibility and Ordering Errors: Customers are responsible for checking product compatibility, model numbers, dimensions, colour, voltage, scale, specifications, and intended use before placing an order. An item is not normally considered defective because it is incompatible with another product or unsuitable for the customer's intended purpose where the product information was correctly provided. Such returns will normally be treated as change-of-mind returns.
20. Non-returnable Items: Except where an item is confirmed to be defective or another exception is approved by us, the following items are normally not eligible for change-of-mind return:
    • custom-made, personalised, or special-order products;
    • clearance or final-sale products where stated before purchase;
    • assembled, installed, connected, programmed, or modified items;
    • electronic components that have been connected, powered, or tested;
    • batteries that have been connected, charged, discharged, or used;
    • opened paints, chemicals, lubricants, adhesives, or consumables;
    • tools or equipment showing signs of use;
    • items that have been painted, glued, cut, drilled, or otherwise altered;
    • items missing original packaging, manuals, labels, accessories, or parts;
    • items damaged after delivery; and
    • items that cannot reasonably be resold as new.
21. Exchange Policy: Exchanges may be offered for eligible items, subject to return approval, inspection, item condition, and stock availability. The customer may be required to pay any price difference, additional delivery charge, return shipping cost, customs charge, tax, or other applicable expense.
22. Unavailable Exchange Item: If the requested replacement is unavailable, we may offer an alternative product, replacement parts, repair support, store credit, partial refund, full refund, or another reasonable resolution. We reserve the right to determine the most appropriate resolution based on the item condition, availability, value, return reason, and other relevant circumstances.
23. Manufacturer and Distributor Warranty: Some items may be covered by a manufacturer or distributor warranty. Where appropriate, we may ask the customer to contact the manufacturer, distributor, or authorised service centre directly. Warranty claims may be subject to proof of purchase, serial-number verification, inspection, testing, manufacturer approval, and the warranty terms issued by the manufacturer.
24. Refused, Unclaimed, or Returned Deliveries: If a parcel is refused, unclaimed, or returned because of an incomplete or incorrect address, unsuccessful delivery attempts, failure to collect the parcel, failure to pay customs duties or taxes, failure to complete customs clearance, or failure to provide required delivery information, the order will not automatically qualify for a full refund.
25. Costs for Returned Deliveries: We may deduct original shipping charges, return shipping charges, carrier fees, customs-related charges, storage fees, handling expenses, payment fees, and any other reasonable costs incurred by us. Any remaining refund will normally be considered only after the parcel has been returned to us and its contents and condition have been checked.
26. Abandoned or Destroyed Parcels: We are not responsible for parcels that are abandoned, confiscated, destroyed, or otherwise not returned to us by a carrier, postal operator, customs authority, or other third party.
27. Lost or Delayed Returns: The customer remains responsible for an approved return until it is delivered to the return address provided by us. We are not responsible for a return parcel that is lost in transit, damaged during return shipping, delayed, insufficiently insured, or delivered to an incorrect address.
28. Fraudulent or Abusive Claims: We may refuse a return, refund, exchange, replacement, or other resolution where we reasonably believe that a claim is fraudulent, abusive, misleading, inconsistent with the available evidence, or involves product substitution, altered documentation, false non-delivery claims, deliberate damage, missing serial numbers, or repeated misuse of the return process.
29. Order Cancellation: Customers may request cancellation before an order is shipped, but cancellation is not guaranteed. An order may already have entered processing, packaging, procurement, or dispatch before the cancellation request is reviewed.
30. Cancellation Charges: Where cancellation is approved, we may deduct non-refundable payment fees, special-order costs, procurement costs, handling expenses, currency conversion losses, or other costs already incurred. Once an order has been shipped, it will normally be handled under this Return, Refund and Exchange Policy.
31. Contacting Us: To request a return, refund, exchange, replacement, or other assistance, please contact [email protected]. Please include the order number, customer name, email address used for the order, product name or model number, a clear description of the issue, and supporting photographs or videos where relevant.
32. Final Decision: All return, exchange, replacement, store credit, and refund decisions are subject to inspection, verification, and approval after reviewing the condition of the item, the available evidence, and the circumstances of the case.
33. Applicable Terms and Mandatory Rights: This policy describes our standard return, refund, and exchange procedures for orders placed through our websites. The availability and form of any resolution will depend on the circumstances of the order, the item condition, and our assessment of the request. Nothing in this policy is intended to exclude a right or remedy that cannot legally be excluded. Where such a mandatory requirement applies, it will apply only to the extent required.
34. Policy Updates: We may update this policy from time to time. The version published on the website at the time of the order will normally apply to that order, subject to any later change required by law or agreed by us in writing.