Here is a guide about situations where you can seek for Refund and the details of the amount refunded to you in each scenario:
- If you cancel the order after placing it, and the warehouse team has not yet processed the order, you can get a full refund, including shipping charges.
Note: Once the warehouse team has processed your order, you cannot cancel the order anymore.
- After receiving the order, if you return the product within the due period and want a refund, you will receive a refund of the product value but no refund for shipping charges.
- If you have not received your order yet and it is confirmed to be lost in the delivery service, you can get a full refund along with shipping charges.
- If our customer support team requires any information to process the order, such as ID verification, and you are not willing to provide it, we will grant a full refund along with shipping charges and not process your order further.
- If any item in your order is out of stock, you will get a refund for the missing product and receive the rest, but if all the products in your specified order are out of stock, you will be eligible for a complete refund for cancellation of order due to unavailability of stock.
- If you receive a product and it turns out to be faulty or does not work as required, you can contact our customer service. The customer support team might ask for a picture or video to further verify your complaint. Once we get the proof, you will receive a full refund without shipping charges.
- If you receive any order and the product(s) is damaged or leaks, you will get a full refund without shipping charges.
- If any of the products in your order are missing, you can receive a complete refund, but without the shipping cost.
- You can also be served with discount codes as a quick resolution to any complaints, or we can also send replacements to you.
- The Refund time is 2 - 14 working days for the amount to reflect in the customer's account.
- When you become eligible for a refund, you will receive the amount in the same account that you used to make the order payment from.
- Refer to the following policies for further details about refunds and returns.
1.2 - Ending your contract with us for something we’ve done or are going to do: If you end a contract because of the below-mentioned (a) to (c) reasons, the contract will be terminated instantly, and you’ll get a full refund of the products that you haven’t received yet. Here are the reasons:
(a) We have informed you about the errors in the product price or its description after you ordered it, and you may not want to proceed.
(b) There is a risk that the supply of the product may get affected and delayed due to unplanned events or events beyond our control.
(c) You can legally end the contract if there is something wrong at our end.
1.3 - If you receive a faulty, broken, or expired product, we will offer you two resolutions:
We will offer you a discount code. In the case of a single item, the shipping cost would be included in the discount code.
If you disagree with the discount code, we will proceed further with the refund. No shipping is to be refunded in this case.
1.4 - 14-day cooling-off period: (Consumer Contracts Regulations 2013). As a UK resident, you get a 14-days 'cooling-off period' when you buy something you haven't seen in person. The 14-day time period starts right after the day you receive the product. So if you change your mind about your product within 14 days, you will get a refund from us.
1.5 - If a consumer receives the wrong product. We shall request a replacement order from our clients. We will return the full cost if a customer declines the replacement order.
1.6 - If a consumer receives a double charge for an order or if they paid for an order that wasn't placed. In that scenario, we would refund the consumer for overcharged amounts, including delivery fees.
1.7 - Customers under 18 are not permitted to order using our system. Therefore, if someone used their parent cards to place the order, the parents are accountable. Thus, in that situation, we are not refunding any money. If the buyer wants a refund, they must return the items in an unopened, resalable condition.
1.8 - How we refund your money: You will receive the money you spend on the products and services through the method you use for payment.
1.9 - If you use your right to change your mind, there will be some deductions::
- If you sent back a faulty or malfunctioning product that was not damaged in the first place. There will be a reduction in your refund amount (excluding delivery charges). Besides, you have to pay an appropriate price if we refund your amount before we can scrutinise the product and discover any faults later.
- When you get your money back, any refund caused to you will be made as soon as possible. If you suddenly change your mind, you’ll get a refund of your product within 14 days. Kindly remember that the refunding time will start when we receive the product.
- The delivery costs will yield the highest return on investment if you choose the least expensive delivery option we offer. We would only refund the amount you would have paid for the less expensive delivery option; for example, if we provided delivery of a product within 1-3 days for a specific price and you chose delivery within 24 hours at a higher price, when issuing a refund, we will consider the 1-3 days delivery charges to return you back instead of the higher price you paid.
Also, we only refund shipping charges when we are at fault, so please be aware of that.
- We will not refund for opened items in the complete order. For example, suppose you order a pack of 5 coils, and upon receiving your order, you used 2 of them and then change your mind and want to return the other 3 coils. In that case, we will refund the amount of the remaining 3 coils that are still sealed and unused; no charges will be returned for opened products.