Returns, Refunds & Exchanges
A fair process for defective, damaged, incorrect or non-conforming products without using a blanket “No Return, No Exchange” rule.
1. Reasons we review for remedy
- Product arrived defective or materially damaged.
- Wrong product/variant was delivered.
- Material parts or accessories advertised as included are missing.
- Item materially differs from the description or agreed condition.
- Other grounds recognized by applicable consumer law or an express warranty.
2. Reporting target
For faster handling, please report visible defects, damage, missing items or wrong deliveries within 7 days after receipt when reasonably possible. This is an operational reporting target and is not intended to shorten any statutory or express warranty right that lasts longer.
3. Change of mind / wrong customer selection
If the product is not defective and was accurately described, a change of mind, incorrect model selection or compatibility mistake by the buyer does not automatically require a refund/exchange. We may voluntarily approve an exchange when practical, subject to item condition, availability and reasonable shipping/restocking costs disclosed before the exchange.
4. Evidence and inspection
Provide the order number, issue description, and clear photos/video where useful. Keep the product, serial/identification labels, original accessories and packaging until instructed. Evidence requirements must remain reasonable and should not be used to defeat a valid consumer claim.
5. Available remedies
Depending on the facts, product and applicable law, the remedy may include repair, replacement/exchange, completion of missing parts, price adjustment or refund. We will not require a consumer to accept a remedy that is inconsistent with mandatory legal rights.
6. Return shipping
When the return results from our error, a confirmed defect, or a non-conforming delivery, we will arrange or reimburse reasonable return shipping as appropriate. When a discretionary non-defect exchange is approved, the customer may be responsible for shipping.
7. Refund processing
Approved refunds are returned through an available appropriate method, normally to the original payment channel where feasible. PayMongo refunds must be reconciled with the payment provider before the order is marked refunded/restocked. Processing time after approval can depend on the bank, wallet or payment provider.
8. Opened chemicals/consumables and made-to-order goods
For non-defective change-of-mind requests, opened consumables or made-to-order/customized products may not be eligible for discretionary return because they may no longer be resalable. Defect, safety, misdescription and other mandatory rights remain unaffected.