Returns & Replacements

Effective: [Insert effective date]

Scope

This document explains the rules and procedures for returning items and requesting replacements for purchases made through our international online store. It applies to physical goods only and describes eligibility, timing, required item condition, and the process we follow after a return request is submitted.

Eligibility & Timeframe

• Most items are eligible for replacement or return if the request is submitted within 30 days from the delivery date, unless a different period is stated for specific product categories.
• Items must be returned in original condition with all included accessories, packaging, and any tags or labels intact, unless the item was received damaged or defective.
• Certain categories are excluded from replacement or return (for example: perishable goods, custom-made or personalized items, and final sale items). Such exclusions, if applicable, will be indicated on the product page.

Condition Requirements

Returned items must be in a resalable condition unless the return is for a damaged or defective product. Resalable condition means the item shows no signs of wear, has no stains, scratches or smells, and includes all original components, manuals, and packaging. We reserve the right to refuse a return if items do not meet these requirements.

How to Request a Replacement or Return

1. Log into your account or use the order management tools provided on the site to locate the order and select the item you wish to return or replace.
2. Choose whether you are requesting a replacement (same item, same specifications) or an exchange for a different eligible item or size.
3. Provide required information such as order number, item SKU, quantity, and a brief reason for the request.
4. Attach supporting evidence when applicable — for example, clear photos showing product defects, damage, or incorrect items delivered.

Requests will be reviewed and processed according to the inspection and approval steps below.

Inspection & Approval

After we receive a return request, we will:

• Review the information and documentation provided to determine eligibility.
• Approve or decline the request based on the product condition, eligibility rules, and supporting evidence.
• If additional information is required, we may request photos or further details through the account portal or order management system.

Approved returns will proceed to the replacement or resolution stage described below.

Replacement & Resolution

When a return is approved:

• A replacement of the same item will be arranged if the product is available in the requested size or specification.
• If an identical replacement is not available, alternatives may be offered (such as a comparable product or a different size) at our discretion and subject to availability.
• In cases where replacement is not possible, an alternative resolution will be applied in accordance with the terms active at the time of the purchase.

Damaged or Defective Items

If you receive an item that is damaged or defective, please submit a return request as soon as possible and include clear photos that show the issue. Damaged or defective items are handled with priority and, where eligibility is confirmed, will be replaced or resolved under the same guidelines above.

Partial or Incomplete Returns

If returned items are missing components or show signs of use beyond what was disclosed, the return may be partially approved or adjusted. The final resolution will depend on the inspection outcome and the product’s resale condition.

Multiple-Item Orders

Items from the same order may be handled separately. Each item must meet the eligibility and condition requirements to qualify for individual replacement or return. Mixed returns (items with different eligibility statuses) will be processed in accordance with each item’s eligibility.

Exceptions & Special Cases

• Custom, personalized, or made-to-order items are generally non-exchangeable unless they arrive damaged or defective.
• Clearance and final-sale items are final and not eligible for replacement unless defective; eligibility will be noted on the product page.
• Promotional or bundled items returned as part of a bundle may affect eligibility for replacement of the remaining bundled items.

Processing Times

After approval, replacements are processed promptly. The total time until a replacement is dispatched and a return is completed depends on product availability and internal processing. Processing updates will be visible through the order management tools on the site.

How We Handle Disputes

If there is a disagreement about the condition or eligibility of a returned item, we will provide a clear explanation of the inspection results and the basis for our decision. Where appropriate, escalation or further review procedures are available through the site’s order management system.

Changes to These Guidelines

We may update these return and replacement guidelines from time to time. Material changes will be posted on the site and will apply to orders placed after the effective date shown above.