How cancellations, returns, exchanges, and refunds are reviewed.

Ready-stock order cancellations

A ready-stock order may be cancelled before dispatch. Once an item has been dispatched, the customer may need to follow the return or exchange process instead of cancellation.

Pre-order cancellations

• A pre-order may be cancelled before sourcing, supplier payment, customization, or reservation begins.
• Once sourcing has started or supplier costs have been incurred, cancellation may be refused or any refund may exclude non-recoverable charges.
• Custom, personalized, special-order, clearance, hygiene-sensitive, or supplier-final-sale items may not qualify for cancellation after confirmation.

Refund eligibility

• A refund, replacement, exchange, repair support, or store credit may be offered if the wrong item is delivered, the item arrives damaged, or a confirmed item becomes unavailable after payment.
• Customers must report wrong, damaged, or incomplete items within 48 hours of delivery with clear photos or videos and the order reference.
• Returned items must be unused, complete, and in the condition received unless the issue is a verified defect or transit damage.

Items that may not be refundable

Refunds may be refused for used items, customer-caused damage, missing packaging or accessories, wrong size or color selected by the customer, change of mind after dispatch, delayed reporting, or issues caused by incorrect delivery details supplied by the customer.

Refund processing

Approved refunds are processed to the original payment method where possible or through another agreed method. Processing time may depend on the payment provider, bank, mobile money provider, or internal review requirements.

Delivery fees and deductions

Delivery fees, payment processing fees, supplier fees, customs charges, return courier costs, or other non-recoverable costs may be deducted from refunds where the customer is responsible for the cancellation or return.