Returns & Refunds

Our policy in short

If your order arrives damaged or incorrect, we'll replace it or refund you in full. Please report within 3 days of delivery. An unboxing video is required as proof — it protects both you and us. Custom orders follow special terms — see below.

What's eligible

  • Items damaged in transit (broken, cracked, dented)
  • Wrong item delivered (different product, wrong size, wrong colour)
  • Manufacturing defect (visible flaw in finish or construction)

What's not eligible

  • Change of mind on bulk orders (50+ pieces) — these are non-returnable
  • Personalized or customized items (engraving, hand-painted names, custom packaging) — see Custom Orders below for exchange options
  • Damage caused after delivery
  • Returns requested after 3 days of delivery
  • Items returned without an unboxing video

Custom Orders

Returns and refunds are not applicable for custom orders. Custom orders include products personalised with names, dates or messages, and items made to order to your specifications.

Exceptions for Custom Orders

In exceptional cases, if the product does not meet your requirements, a return may be accepted — however, a refund is not possible on custom orders. Instead, you may choose either:

  • An exchange for another product, or
  • A gift card of the corresponding amount, valid for purchases at any time within 6 months of issue.

Return Condition & Quality Check

Returned products must be unused and in their original packaging with all contents intact. Every return is inspected by our quality control team on arrival.

Refunds

For eligible returns, once the returned product is approved by our quality control team, the refund will be initiated within 7–10 working days through the same mode of payment used for the order.

How to raise a return

1. Record an unboxing video showing the parcel sealed, the seal being cut, and the damage/wrong item visible — single uninterrupted clip.

2. WhatsApp us with: your order number, the unboxing video, and clear photos of the damage.

3. We'll respond within 24 hours with next steps — usually a replacement dispatch or a refund as per the terms above.