Refund Policy

# Refund Policy

This Refund Policy explains what happens when a package arrives damaged, goes missing, or cannot be delivered. For production times, shipping timelines, customs, and tracking, see our Shipping Policy.

## 1) Damaged Packages / Items

If your package arrives damaged, please take photos as soon as possible of:

- the outer packaging
- the shipping label
- the internal packaging
- the damaged item

Please contact us within 48 hours of delivery and include your order number and photo evidence.

Please keep all packaging until the issue has been reviewed.

Depending on the situation, we may offer a replacement or another suitable resolution.

## 2) Lost, Stolen, or Marked "Delivered" Packages

If tracking shows your order as delivered but you cannot find it, please first check:

- with household members
- with neighbours
- in any safe place designated for deliveries
- with the local delivery carrier

If the package still cannot be located, contact us and we will help where possible.

If theft is suspected, we may ask for a written statement or other supporting information before proceeding with any carrier claim.

## 3) Address Errors & Undeliverable Packages

Customers are responsible for entering the correct shipping address and contact details at checkout.

If an order is returned due to:

- an incorrect address
- refusal of delivery
- failed delivery attempts
- unpaid customs charges

then additional re-shipping fees may apply.

If a refund is possible, any return shipping fees, customs charges, or related costs charged to us may be deducted from the refund.