Refund policy
Refunds follow the same rule as everything else here: verified, documented, never automatic.
When a refund applies
A refund may be approved where goods were not supplied as described, were not supplied at all, or where an order was cancelled before purchasing costs were committed.
Where partial goods were supplied, a partial refund may be processed instead of a full one.
How to request one
Open the payment
From your dashboard, find the confirmed payment on the order and choose "Request refund" with a reason.
Finance reviews
Our finance team reviews the request against the order and shipment records.
Decision
Approved refunds are processed and the payment becomes Refunded (or Partially Refunded). The order moves through Refund in Progress to Refunded.
You are notified
The decision is recorded with a timestamp, the reviewing officer and an audit entry — and sent to you by email if you have updates enabled.
Processing times & non-refundable items
Once approved, gateway refunds settle according to your payment provider's timelines (typically 3–10 working days); bank-transfer refunds are sent to the account you paid from.
Custom-made goods, moulds already produced, freight already incurred, and customs duties already paid to authorities are not refundable. In those cases we provide evidence of the cost from the order record.
Need a refund or have a dispute?
Open a support conversation and we will respond with the record.