This page explains when and how we refund you. For how to send an item back, see our Return Policy.
When you get a refund
- Returns: we refund you within [5] business days after your return reaches us.
- Cancelled before shipping: if you cancel before your order ships, we refund you in full right away. Contact us as soon as possible, because orders ship in [X] business days.
- Damaged, faulty or wrong items: we refund in full or send a replacement, your choice.
- Lost parcels: if your parcel is confirmed lost by the carrier, we refund in full or send a new one.
- Orders we cancel: if we can’t fulfil your order, we refund you in full.
What we refund
- The price you paid for the returned items, including any bundle discount that applied to them.
- Any sales tax you paid on those items.
- Your original shipping cost, if you return your whole order.
- The return shipping. We send you a free prepaid label (see the Return Policy).
If an item comes back damaged by handling beyond what was needed to try it, we may deduct an amount to cover the loss in value. We always tell you before we do.
How you’re refunded
We refund to the payment method you used:
- Card, Apple Pay or Google Pay (Stripe): usually appears in 5–10 business days, depending on your bank.
- PayPal: usually appears in your PayPal account within a few days.
Haven’t received your refund?
Check your bank or PayPal account again, then contact your card issuer, as it can take a few days for a refund to appear. If you still haven’t got it, email us at [support email] with your order number and we’ll look into it.
Before opening a dispute
If something is wrong with your order, please contact us first. We can usually fix it faster than a bank dispute or chargeback, and it saves both of us time.