How to start a case
Open My Orders, select the eligible delivered order and choose Request Return/Refund. Choose the remedy you need: return and refund, refund only, or replacement. Explain the problem clearly before submitting.
When to request support
Use the process when an order is not delivered, arrives damaged, is materially different from its listing, is missing paid items, or has another substantial fulfilment problem. Requests must relate to the relevant order and be made honestly.
Evidence and review
Attach clear photos where available and keep the packaging, order reference, product condition and delivery details. A manager reviews the order record and submitted evidence, then records a decision. We may request more information where the facts are unclear.
Possible outcomes
A manager may approve a return and refund, a refund only, a replacement, or reject a request with an explanation. Any approved refund amount is based on the verified order payment and the facts of the case. Return instructions, including where and how to send an item, are provided only after approval.
Important limits
Do not return an item before receiving approved instructions. Normal wear, damage after delivery, buyer’s remorse for non-returnable goods, misuse, fraudulent claims or unrelated/missing evidence may affect the outcome. Statutory consumer rights remain unaffected.
