We must have a telephone number with your order for delivery.
Standard Delivery is between 10-14 Business Days.
Some rural and remote residential areas may require additional delivery time.
If you have ordered a product that is currently out-of-stock, we will attempt to contact you immediately, we will make every effort to ensure that this doesn’t happen but just in case it does, you will be notified immediately. Please understand that a delay may also occur if for some reason we need to confirm your payment method or payment details e.g. credit card verification if you have entered your billing address incorrectly.
REFUND Policy
Refund Made Easy: Contact Us for Quick Assistance!
We value your satisfaction and want to make sure your refund experience is seamless. If you're seeking a refund, we encourage you to follow these steps to ensure a swift resolution:
Reach Out to Us Directly: For a faster and more efficient refund process, please contact our customer service team via:
By directly communicating with us, you're helping us address your concerns promptly and effectively.
Include Necessary Details: When emailing us for a refund request, make sure to include your order number and a brief explanation of the reason for the refund. This information will help us expedite the process and provide you with the assistance you need.
We encourage you to read all sections on this page so you have collected accurate information regarding your situation.
Our Response: Once we receive your refund request, our dedicated customer service team will respond to you as quickly as possible. We'll guide you through the necessary steps to complete the refund process.
While we strive to make the refund process as efficient as possible, please keep in mind that initiating a dispute with Stripe or your bank can lead to complexities. We recommend contacting us directly for a smoother resolution.
Returns Policy
Returns /exchange
Should you wish to exchange a product that is not faulty you may do so without giving any reason for up to three months from date of receipt provided that the items have not been open, they are unmarked, and in original condition. No refunds, credit or replacements will be offered; you may only exchange a product after that time in accordance with the terms relating to damage or defective goods.
Damage On Arrival Products – “DOA”
A Product will be considered DOA by us if it shows symptoms of failure, or its discovered to be broken when first taken from its packaging
If you consider that a product is DOA, you must inform us immediately. We will provisionally determine whether the product is DOA and arrange to replace the product via [email protected]
Refunds will only be offered where replacement product cannot be provided.
Where we have provisionally determined that a product is DOA, return shipment will be arranged at our expense.
If we subsequently determine that the Product is not DOA, we may in our absolute discretion refuse to replace the product or offer you a refund for this product.
When a product is replaced, your replacement product becomes your property and the returned DOA product becomes our property.
When a refund is given the returned POA product becomes our property.
We reserve the right to test any returned POD product. If you have misrepresented the condition of the product to us we will charge you USD$50 handling and administration fee.
Product Problems After Delivery
If your items arrives DOA or you find a defect which arises after delivery and a valid claim is received by us within 30 calendar days of delivery, we will exchange the product where possible, or refund to you the purchase price of the product. Should you contact us outside the 30 day period we will consider each claim on a case by case basis on its merits.
Where we agree to replace the Products or refund to you the purchase price of the product you must first return the defective product to us.
We will make arrangements with you for the return of the product.
The delivery time for replacing the product will be the same as stated for the original product.
Return or Refund Authorisation
You will require an Authorisation for replacement or refund in respect of any product.
Where we have provisionally determined that a Product is DOA, we will issue you with an Authorisation number. Products cannot be returned without an Authorisation number. The product must be returned to us within 30 calendar days of the issuance of the Authorisation number. All products must be packed in the original unmarked packaging including accessories, manuals, documentation and registration that shipped with product.
Organising the Return of DOA Products
DOA Products must be returned whenever we agree to replace the product or provide you with a refund.
Where you received a DOA Product we will email you a PDF docket containing an Authorisation number, which you must affix to the product.
Where you have received a DOA Product by our courier service, we will make arrangements with our courier service for collection of the Product, and will notify you when they will collect the Product from you.
When a Replacement product is arranged:
A replacement for the same Product that you ordered will be shipped to you at our expense after we have received the returned DOA product.
The delivery time for the replacement Product will be the same for the original DOA product.
When a Refund is arranged:
Refunds include all shipping and associated costs for the DOA Product.
No refund will be given to you until we have received the DOA Product from you.
