CAN I RETURN MY PRE-ORDERED PRODUCT?
We offer a 1 year limited warranty on manufacturing defects. If you experience any issues with your product, please email us at firstname.lastname@example.org and we'll be very happy to help.
Items that are bought as part of a pre-order campaign and/or as part of a clearance sale (defined as at less than one-third of their original cost; equal to or more than 30% off) cannot be refunded or returned (unless received damaged and an email informing us about the damage, along with photographs showing the damage, is sent through to us no later than 48 hours from the time of pre-order receipt) - their order is final. However we may, at our sole discretion, agree to credit part of the amount towards another order - please do contact us in advance of returning such items.
If your pre-order is processed correctly on our site and your local post office can't deliver it to you because you are not available and/or you are not collecting it from the post office, the package will be returned to sender after a waiting period (the length of which depends on the procedures of your local post office).
We make every effort to notify you that your package is ready for delivery so you can collect it and prevent having it returned to the sender.
We are not responsible for such involuntary returns and once the package returns to us, we consider the pre-order closed.
Return packages incur a number of fees for us, which is why simply re-sending it back to you is not possible.
If you wish to have the package resent to you, you will be responsible to cover the additional fees we incurred because of its return.
A minimum US$150 fee (per package) will be assessed for all refused shipments. In addition, the customer will be responsible for any return shipping charges assessed by the courier. You will also be responsible for any duty/VAT/import charges on refused or unclaimed shipments, in addition to return shipping costs. Shipping costs are not refundable on refused or unclaimed shipments.
If you wish to return a damaged item, please contact us no later than 7 days from the date of your pre-order receipt. We'll provide you with instructions on how to proceed and, if applicable, the return address. You will be responsible for the shipping cost of the return/exchange. As soon as we receive the item we will either repair or we will exchange the product for another one.
To avoid potential issues, we strongly recommend using a tracking service when returning any item.
If you received a damaged or incomplete pre-order and have not notified us (via email, along with photographs showing the damage/problem) about the damage or missing items within 48 hours from the time you received the pre-order, we will not take responsibility for the damaged or missing items.
Customers can cancel their pre-order at any time for 7 days from the time of placing the pre-order. Once the 7 days have passed, the pre-order cannot be cancelled or refunded. Upon receipt of the package, our Return and Refund Policy comes into effect.
Items that are bought as part of a pre-order campaign and/or as part of a clearance sale (defined as at less than one-third of their original cost; equal to or more than 30% off) cannot be refunded.
For all other situations, once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If your request is approved, a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. The amount of days largely depends on your bank.
LATE OR MISSING REFUNDS
If you haven’t received your refunded funds yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com and we will be happy to assist you.
There are certain situations where no refunds or replacements are granted:
-Any item not in its original condition is damaged or missing parts for reasons not due to our error.
-Any item that is returned more than 30 days after delivery.
-Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
-The product that has been misused or changed.
No refunds or replacements will be made for sale items or end of line product received unused, undamaged, without any missing parts
We only replace items if they are received by the customer defective, incomplete or damaged due to our manufacturing negligence or error. You must contact us as soon as possible and no later than 48 hours from the time you received your pre-order to inform us if you received a damaged/incomplete/defective product. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org and we'll provide you with all details necessary for the return.
We encourage you to inspect each product carefully upon receipt. If a product has a defect or fault existing at the time of delivery or otherwise does not conform to your pre-order, we are happy to take it back. We strongly encourage you to get in touch with our customer service as soon as you become aware of any problems.
If the product is found to be damaged or used beyond what it takes for you to reasonably inspect it, then we may reject a refund or exchange.
To return your product, please contact us and we'll provide you with all details necessary for your return.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
Always consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item. We are not responsible for packages getting lost on the way to us.
Upon receipt of your return, we will assess the product(s) and if a refund is granted, the prompt refund will be issued to your original method of payment.
We are sorry that we cannot accept international returns via our website. Please contact us and we will provide you with further instructions on where returns should be shipped.
WHAT ELSE DO I NEED TO KNOW?
If you received an incorrect, incomplete or damaged product, please contact our customer care immediately and no later than 48 hours from pre-order receipt, so we can resolve the issue. We want every purchase to be exactly as anticipated and promised.
We will email you detailed return instructions to return your item(s).
If you're returning more than one item, we may ask you to ship items together or in separate boxes.
Your refund will include the price of the item(s) minus the return shipping fees. The refund will not include any original shipping charges, if applicable.
Your refund will be issued after we have received and processed your returned item(s). This time may vary; if you're receiving a refund via credit card, please allow one full billing cycle for the refund to appear on your statement.
If you pre-ordered items during any of our pre-order campaigns, many of our usual policies may be different or inapplicable. Please visit our Terms of Service for further details on Pre-Order Campaigns.
HAVE A QUESTION WE HAVEN’T ANSWERED YET?
Simply contact us at email@example.com and we’ll get back to you as soon as possible.