This REFUND POLICY is valid since 1st September 2021
Seized (confiscated and destroyed) shipment by your customs authorities
At the end of your order you have agreed to our Terms and Conditions and also REFUND POLICY as stated below.
Before ordering the goods you must be sure that all products are allowed to be imported to your country.
If you order such goods you take a risk of not getting the order due to customs seizure and so not getting the refund
If the package is checked by your customs, it is usually SEIZED and DESTROYED - they do not return the packages back to us anymore.
In such case, we DO NOT give you refund.
However, if you provide us with customs evidence letter, we can offer you one-off 50% refund (for 1 lost package seized by your customs)
Unopened, unwanted products
Once your order has been taken over by you, you may return the product within 14 calendar days if:
- The product(s) is in the original packaging and seals have not been broken
- The product(s) and package are not opened, used or damaged in any way
- You still have the receipt or proof of purchase
Provided the returned item(s) arrive in perfect condition, the full cost of the product will be refunded, minus the shipping charges.
Please note that you are responsible for shipping costs when returning unwanted goods. They should be sent to the address stated on the package, or given to you in email.
If any of the goods are damaged (broken glass, etc) when they arrive, we will either refund the cost amount in full or send you a replacement free of charge. We ask for photographic evidence of the damage immediately after unpacking.
If you would like to exchange any unopened, unwanted items please contact us and we will do our best to get your exchanged items to you. Please be aware that you are responsible for the cost of sending the unwanted item back to us and also the shipping costs for sending out the exchange item. Exchanged items will be sent on receipt of the returned items.
Changing your Order
If you would like to amend your order and the order has not been dispatched, we will happily take payment of the extra items and send all items out together. If your order has already been dispatched we cannot add anymore items and you will be required to place an additional order.
If you don´t want the product you can return it within 14 calendar days of dispatch for a full refund. The goods must be unopened and unused, in perfect condition.
Reasons for refund voiding
Products cannot be returned or refunded if:
- The product(s) are not suitable for return due to hygiene or health protection
- The product(s) have been mixed with other inseparable products after delivery
- The product(s) have been seized by your customs authorities due to prohibited import to your country
We reserve the right to refuse returns of any products/merchandise that does not meet any of the above return criteria in our sole discretion.
In order to return goods, please contacts us via email referencing your order number.
Please ensure that products are sent via tracked and signed delivery. Please ensure you provide your full name and order reference number and email : firstname.lastname@example.org with the tracking number.
We action all refunds within 3 working days of receipt of the goods and it can take up to 3 working days for the refund to show on you card.
Our products have a 12 month shelf life from date of production. This “best before” date can be found on product packaging to determine your product life.