Refund policy

 

RETURN & REFUND POLICY

We have a 90-day return policy, which means you have 90 days after receiving your item to request a return.

Eligibility

To be eligible for a return, your item must be in the same condition that you received it and in its original packaging. You'll also need the receipt or proof of purchase.

Please note that eligibility depends on the reason for the return:

  • Wrong item or lost package — No additional conditions apply. Contact us and we will resolve it immediately.
  • Damaged item — The damage must be reported within 3 days of delivery with photographic evidence.
  • All other returns — The item must be unused and in its original, undamaged packaging. Items that have been opened or used outside of the above situations will not be accepted.

✅ Situations Eligible for a Refund or Reshipment

We will offer a full refund or free reshipment in the following situations:

  1. Wrong item received — If you received a product different from what you ordered, we will send the correct item at no additional cost or issue a full refund.
  2. Lost package — If your package shows no logistical update for more than 15 consecutive days, it will be considered lost and you will be entitled to a full refund or reshipment.
  3. Damaged package on arrival — If your order arrives damaged, you must notify us within 3 days of delivery, providing photographic evidence. Claims made after this window will not be eligible.

❌ Situations NOT Eligible for a Refund

The following situations do not qualify for a refund or reshipment:

  1. Change of mind — If you simply do not like the product or changed your mind after receiving it, we are unable to process a refund.
  2. Cancellation after shipment — Once your order has been dispatched, cancellation requests will not be accepted. Please contact us before shipment if you wish to cancel.
  3. Incorrect or unreachable recipient — We are not responsible for delivery failures caused by an incorrect shipping address provided by the customer, or if the recipient cannot be contacted by the carrier.
  4. Remote areas and island nations — Orders shipped to remote zones or island countries where post-sale logistics services are unavailable are not eligible for refund or reshipment due to carrier limitations beyond our control.

How to Start a Return

To start a return, contact us at luvandiuk@use.startmail.com. If your return is accepted, we will cover the return shipping cost and send you a prepaid return shipping label, along with instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Damages and Issues

Please inspect your order upon reception and contact us within 3 days if the item is defective, damaged, or if you received the wrong item, so that we can evaluate the issue and make it right. Photographic proof will be required.

Sale Items

We accept returns on sale items under the same conditions as regular purchases.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

United Kingdom — Consumer Rights

As a UK customer, you are protected under the Consumer Rights Act 2015. If your item is faulty, not as described, or not fit for purpose, you are entitled to a full refund or replacement regardless of our standard return policy.

United States — Return Rights

For customers based in the United States, our 90-day return policy applies under the same conditions stated above.

Refunds

We will notify you once we've received and inspected your return and let you know whether the refund has been approved. If approved, you'll be automatically refunded to your original payment method within 10 business days. Please note that your bank or credit card company may take additional time to process and post the refund. If more than 15 business days have passed since your return was approved, please contact us at luvandiuk@use.startmail.com.