Refund policy

You may return a product if it fails to comply with any of the consumer guarantees contained in the applicable consumer law of the country where the product was purchased (Australia, New Zealand, USA, Canada, Singapore, UK, Ireland, or Hong Kong), for example, if the product is faulty or damaged or if your order was processed incorrectly (i.e. the wrong item was sent to you or you are missing an item).

If the product does not comply with a consumer guarantee or your order was processed incorrectly, please contact us by email as soon as possible and preferably within fourteen (14) days of the date of receipt of your purchase. Please note that this timeframe may vary depending on the local consumer law in your country.

Please include the following information in your email:

  • The order number;
  • Clear photograph(s) of the product; and
  • A description of the product and the fault.

Once your return request has been approved (within the appropriate time frame set by local law), you will receive a return slip via email and instructions on how to process your return.

We will be responsible for the costs of any return postage if your product does not comply with a consumer guarantee and you will be provided with a replacement product or a full refund as required by law. Please note that return processes and costs may vary depending on local regulations and taxes.

If your order was processed incorrectly, we will complete your order by either sending you the outstanding item or exchanging the item for the correct item. Items for exchange will only be accepted if they are unused, in the same condition as you received the item, and the hygiene seals are intact.

We will not provide a refund or exchange if you change your mind about your purchase. When a product is damaged through misuse or abnormal use, we will also not provide a refund or exchange.

We also reserve the right to refuse refunds or exchanges (depending on the circumstances) if an item is not in original condition or missing parts for reasons not due to our error.

We have the right to require satisfactory proof of purchase before providing a remedy.