Frequently Asked Questions
Q1. What Happens if the item(s) I received are defective, incorrect or damaged?
If you receive a faulty unit, a wrong product, or you are simply not satisfied with your order, please contact our Customer Support Team -firstname.lastname@example.org to start the return process. Please include the following information:
• Order number
• Proof of purchase
• Video or photo of the faulty product (if applicable)
• Complete delivery address
• Contact telephone number
In some cases, you may be required to substantiate damage of the products with a video or photo for refund or replacement.
Q2. How long is the returns process?
Processing of returns may take up to 14 business days from the day we receive your request for return.
Confirmation will be sent to you via email once we start processing your request for return.
For returned items, a full refund will be credited for defective products, excluding all shipping and handling fees.
All refunds will be credited to your origin of payment. If you have paid by credit or debit card, refunds will be remitted to the card-issuing bank within 14 business days of receipt of the returned item or cancellation of order. Please contact the card-issuing bank with questions about when the credit will be posted to your account.
If you have not received a credit for your return after the stated period, here's what to do:
Contact the bank or the credit card company. It may take some more time before the refund is posted to your account.
Q3. How do I change or cancel my order?
Please contact us as soon as possible if you need to modify or cancel your order. Make sure to provide your order number and the modification you would like to make and we will confirm via email once the modification has been made. Please note that any orders that have been processed, packed or shipped, cannot be modified or cancelled.