Returns & Refund

We buy on your behalf from a supplier in another country, so what can be undone depends on how far your order has travelled. This page says exactly where each line falls.

Last updated 1 September 2026

Cancelling an order

Three windows. Your account manager can tell you which one your order is in at any time.

Before we buy
Full refund
Your order is placed but we have not yet bought from the supplier. Cancel and the deposit comes back in full, with nothing deducted.
After we buy, before it ships
Refund minus supplier costs
The goods are ours by then. We will try to cancel with the supplier, and you get back whatever we recover, less any restocking or domestic freight the supplier has already charged us. We show you those costs.
After it ships
Only where something is wrong
An order in transit cannot be cancelled for a change of mind. Damaged, wrong, missing or defective goods are covered in full, and that is what the rest of this page is about.

When we refund without argument

These are our problems, not yours, and they are refunded or replaced in full including what you paid to ship them:

The item never arrives. Lost in transit, seized, or undeliverable for any reason on our side.
The wrong item arrives. A different product, a different colour or a different size from the one you ordered and we confirmed.
It arrives damaged or defective. Broken in transit, or dead on arrival where the product is electrical or mechanical.
The quantity is short. Fewer pieces than the order says, whether the supplier under-shipped or a carton was opened along the way.
It sold out before we bought it. Stock belongs to the supplier and can go between your order and our purchase. You are refunded, never substituted for something similar without being asked.

What we cannot refund

Being straight about this up front is fairer than discovering it at the door. We cannot refund:

A change of mind after the goods have shipped. The freight, the customs entry and the supplier payment are all spent by then.
Minor differences from the listing photograph. Screen colour, stitching, print placement and packaging vary between production runs at wholesale prices. A genuinely different product is a wrong item, and is covered above.
Damage after delivery. Normal wear, misuse, or work done on the item.
Custom, personalised or made-to-order goods, unless they are faulty or not what was agreed.
Weight-based shipping already charged on a delivered order that was correct. Shipping is a service that was performed.

How to raise a claim

Tell us within 48 hours of delivery. That window is short on purpose: once a parcel has been at your address for days, damage in transit can no longer be told apart from damage afterwards, and neither we nor the courier can act on it.

Photograph it before you unpack any further. The outer carton, any damage to it, the shipping label, and the item itself. Photographs taken after everything is unpacked and the box thrown away are very hard to act on.
Open a complaint from Complain in your dashboard, or send the photographs straight to your account manager on WhatsApp. Quote your order number.
Keep the goods and the packaging until the claim is settled. We may need to collect them, and a claim against the supplier or the freight forwarder usually depends on it.
We assess and decide within three business days of receiving your photographs, and tell you the outcome and the amount in writing.

How the money comes back

Refunds are returned by the same method you paid with, to the same account. We do not refund to a third party, which protects you rather than us.

Approved within three business days of a complete claim, meaning one with photographs and an order number.
Issued within seven business days of approval. Mobile financial services usually land the same day; bank transfers can take a few days more at your bank's end.
Partial refunds are itemised. If four pieces of ten are damaged, you get four pieces refunded plus their share of the shipping, and you see the arithmetic.
You can take a credit instead if you prefer, and it is applied to your next order immediately rather than waiting on a bank.

Every request and its status is listed under Refunds in your dashboard, so you are never relying on remembering a conversation.

Returning goods to China

Almost never worth it, and we will say so. Return freight to a Chinese supplier routinely costs more than the goods, so a valid claim is normally settled with a refund or a replacement on the next shipment instead. Where a return genuinely is required we arrange and pay for it. Please do not ship anything back on your own initiative: an unannounced parcel cannot be matched to a claim, and we cannot reimburse it.

If you disagree with a decision

Reply to the decision and ask for it to be reviewed by the manager rather than the account handler. Say what you think was missed. A second person looks at the same photographs and the same order, and you get a written answer within one business day.