Refund Policy

1. General Refund Policy

Refunds are applicable only under specific conditions, including:

• Products received in a damaged or defective condition.
• Incorrect products delivered against the confirmed order.
• Products missing from a prepaid shipment.
• Approved cancellations made before order processing begins.

Customers must contact us within the applicable return period after delivery. Requests submitted after this period may not be accepted.

2. Personalised and Refund Eligibility

Return Eligibility

• Returned products must be unused and in their original condition.
• The original packaging, labels and accessories must be retained.
• Proof of purchase or order confirmation may be required.

Items Not Eligible

• Customised or personalised products approved by the customer.
• Products damaged because of misuse or improper handling.
• Products without original packaging or accessories.

3. Damaged or Defective Products

If you receive a damaged or defective product:

• Notify us within the specified return period.
• Provide clear photographs of the product and packaging.
• Share an unboxing video where required.
• Do not use, wash, alter or dispose of the product.

After verification, we may offer a replacement, store credit or refund depending on product availability and the nature of the issue.

4. Incorrect Product Delivery

If the product delivered is different from the confirmed order:

• Contact us immediately after receiving the parcel.
• Keep the product unused and in its original packaging.
• Share the order number and photographs of the received product.
• Wait for return or replacement instructions from our support team.

5. Non-Returnable Items

The following items may not be eligible for return:

• Customised, personalised or made-to-order products.
• Products damaged after delivery because of customer handling.
• Items showing signs of use, washing, alteration or installation.
• Products returned without original packaging or accessories.
• Clearance, final-sale or promotional products where specified.

6. Refund Processing

After an approved return is received and inspected:

• Refunds will be processed through the original payment method.
• Processing time may vary depending on the payment provider or bank.
• Shipping, handling or customisation charges may be non-refundable.
• Customers will be informed after the refund has been initiated.

7. Late or Missing Refunds

If an approved refund has not appeared in your account:

• Check your bank or payment account again.
• Contact your bank or card provider for processing details.
• Allow the standard processing time communicated by your provider.
• Contact us with your order number if the issue continues.

8. Order Approval and Customer Responsibility

Customers are responsible for confirming all order details before approving production, including:

• Product specifications and quantity.
• Artwork, design, colour and dimensions.
• Names, spellings and personalised details.
• Billing and delivery information.
• Any sample or digital proof supplied for approval.

Once a personalised order has been approved and production has begun, it may not be eligible for return, cancellation or refund.

9. Shipping and Delivery Issues

Refunds may not be available for delays caused by:

• Incorrect or incomplete delivery information.
• Customer unavailability during delivery attempts.
• Courier delays, public holidays or weather conditions.
• Events beyond our reasonable control.

We will assist customers in coordinating with the delivery provider wherever reasonably possible.