Support & Policies

Return & Refund Policy

Everything you need to know about returns, exchanges, refunds, cancellations, and warranty coverage.

14-Day Return Window
Original Payment Refunds
1-Year Warranty Coverage

Policy Snapshot

A clear overview of what is covered

Everything important at a glance — eligibility, timing, conditions, shipping responsibility, and how refunds are issued.

Official Website Orders Only

Returns and refunds only apply to products purchased directly from the official website.

14-Day Return Request

Return requests must be submitted within 14 calendar days of delivery.

Valid Reasons Required

Returns are accepted for defects, damage, wrong color delivered, or significant mismatch with the product description.

Unused Condition Required

Returned products should be in original, unused condition with accessories and documents included.

Return Shipping Rules

Customers are responsible for return shipping unless the issue is caused by defect, damage, or non-conformity.

Refund to Original Method

Refunds are processed only through the original payment method.

Return Eligibility

When a return can be accepted

A return request should meet both parts: a valid reason for the request, and the required return conditions.

You may request a return if

The product arrives with defects or damage.
The delivered color does not match your original selection.
The product significantly differs from the description provided at the time of purchase.

To qualify for a return

Return the product in its original, unused condition.
Provide photos if there are defects, damage, or other discrepancies.
Submit the return request within 14 days of delivery.
After approval, send the item back within 14 days.
Include all accessories and supporting documents when returning the order.

Return & Exchange Process

How the return process works

A simple step-by-step overview of how customers should submit a request, provide proof, wait for approval, and receive a refund or place a new order.

Contact customer service within 14 days of delivery to begin the return request.
Returns and exchanges cannot be processed without the original order number.
Provide your order number and send photos if there is damage, defect, wrong color, or another mismatch with the order.
Clear photos help speed up the review and approval process.
After the request is reviewed and approved, send the item back within 14 days.
The returned product should remain in original, unused condition with accessories and documents included.
Once the return is received and inspected, the refund is processed. For a different size or color, place a new order instead of requesting a direct exchange.
Refunds are sent back through the original payment method.

Refund Details

How refunds are processed

Understand the difference between a full refund and a partial refund, and review the additional notes that affect timing, shipping costs, and payment method.

Full refund

A full refund can be issued when all return conditions are met and the returned order is received in acceptable condition. This generally applies when the item is eligible, properly approved, and returned with the required accessories or documents.

Partial refund

A partial refund may apply if the returned item shows damage, contamination, visible wear, missing parts, or incomplete bundled content. Deductions may also apply if the return no longer meets the full refund conditions.

Additional refund notes

Return shipping costs are the customer’s responsibility unless the issue is defect, damage, or non-conformity.
Shipping, handling, and taxes are typically non-refundable in normal return cases.
Refunds begin processing after the returned item is received and inspected.
Refunds are issued through the original payment method.
Refund timing may take up to 30 days, or earlier if valid proof of return is accepted.

Cancellation & Delivery Issues

Handling cancellations and delivery problems

Review what happens if an order needs to be canceled, a package arrives damaged, or tracking shows delivered but the parcel is missing.

A paid order can usually be canceled only before it is packaged and prepared for shipment. Once handling has started, cancellation may no longer be available.
If the customer changes their mind, they should contact support as early as possible with the original order details.
If the parcel arrives visibly damaged, the customer should photograph the package and product, contact the courier, and notify support with the order number and proof of damage.
If compensation is received from the courier for the damage, that amount can be returned to the customer.
If tracking shows delivered but the package is missing, the customer should first check with neighbors or reception, then contact the courier using the tracking number and share any requested proof with support.
Supporting documents or photos may be needed before a claim can be reviewed.

Warranty Coverage

What is covered under warranty

Understand what is included in the warranty and what is not covered.

Covered

✓
Original parts covered for 1 year
✓
Valid proof of purchase required
✓
Defects may be repaired or replaced

Not covered

✕
Improper or negligent use
✕
Normal wear and tear
✕
Battery degradation over time

Frequently Asked Questions

Common questions about returns and refunds

Quick answers to the most common questions about return eligibility, packaging, exchanges, refund timing, cancellations, and delivery issues.

No. Returns within 14 days require a valid reason such as defect, damage, wrong color, or significant mismatch with the product description.
It is strongly recommended. Returned items may be inspected for damage, contamination, visible wear, or missing parts, and deductions may apply if the return no longer meets the full refund conditions.
For another size or color, you should submit a return request and place a new order instead of requesting a direct exchange.
Yes. The original order number is typically required so support can identify and process the return or exchange request.
Refunds are processed through the original payment method and may take up to 30 days after the returned item or valid proof of return is received.
Yes, but usually only before the order is packaged and prepared for shipping.
Take photos of the parcel and product, contact the courier, and then reach out to support with your order information and proof of damage.
Check with neighbors, reception, or nearby drop-off points first. Then contact the courier using the tracking number and provide any requested supporting information to support.