Our policy lasts 14 days from your delivery date. If 14 days have gone by since your delivery, unfortunately, we cannot offer you a replacement or refund. To be eligible for a refund, the item/s must meet the following conditions:
In the event that your item had been damaged, was received in poor condition, or was not what you have ordered, you can be eligible for a full refund without having to return the product. **Please note that in this case you may be required to provide photographic evidence of the product you received to be eligible for the full refund.**
ITEMS NOT RECEIVED
If your item has not been received within 7 days from the maximum delivery time frame, please contact us at firstname.lastname@example.org. We will investigate and issue a refund if determined that wrongful delivery was caused by our error or your package was lost during shipment. If no wrongful delivery is imminent, and your package is simply delayed, we will track your item and give you an updated delivery time frame and/or estimated date of arrival. We will also offer an exclusive deal / discount as an apology for the delayed shipment. If your package has still not arrived by the estimated delivery time frame our customer service has given you, we will offer a refund for the items not delivered.
Depending on the size of your order, items may be delivered in separate packages to help expedite the order. Please wait 1-5 business days after your first delivery for a second or third package. If no additional package has been received, we will investigate and track down where your additional items are. We will then follow the same procedure as outlined under ITEMS NOT RECEIVED.
EXCHANGES / REPLACEMENTS (IF APPLICABLE):
As of this time we do not offer exchanges, but replacements. We only replace items if they are defective, damaged or did not arrive. If you need to contact us to replace a defective or damaged item, please send us an email by using our Contact Us page and filling out the form. Please note, we only replace for the same item that was damaged. We will not replace the product with a different one. Should your item come with multiple parts, as would in a set for example, we will only replace the specific item in the set that was damaged.
**Please note that in this case you may be required to provide photographic evidence of the product you received to be eligible for a replacement.**
LATE OR MISSING REFUNDS (IF APPLICABLE):
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted, typically 4-5 business days. If you’ve done all of this and you still have not received your refund yet, please Contact Us or email us at email@example.com. We will reply within 24 hours of hearing from you.
**We make sure to answer all emails within a 24 hour time-frame.**