This policy explains how order issues, returns, and refunds are reviewed.
Refunds, returns, and order issues
Contact support within 7 days of delivery for damaged, missing, incorrect, or materially defective items. Include the order number, delivery photos, packaging photos, and a description of the issue.
Unopened products may be eligible for return only after written authorization. Opened, altered, temperature-abused, or unapproved returns are not eligible for refund because product integrity can no longer be confirmed. Approved refunds are issued to the original payment method after review and, when applicable, inspection of the returned item.
Return authorization
Do not send products back without written return authorization. Unauthorized returns may be refused, discarded, or returned to sender. Return instructions may include packaging, carrier, timing, and documentation requirements.
Non-returnable items
Opened products, products with broken seals, products held outside appropriate conditions, products shipped to an ineligible or inaccurate address supplied by the buyer, and products returned without authorization are not eligible for refund.
Damaged, missing, or incorrect orders
If an order arrives damaged, missing items, or with an incorrect item, support will review the order record and submitted evidence. Depending on the issue, we may replace the affected item, issue a partial refund, issue a full refund, or request return of the affected item.
Cancellations
Orders may be eligible for cancellation review only before fulfillment begins. After an order enters fulfillment or ships, the return process applies.
Disputes
Customers should contact support before filing a payment dispute so the order can be reviewed and resolved through the published return process. Refund decisions are based on the order record, product condition, delivery evidence, return authorization, and applicable policy terms.