Last updated: October 28, 2026
We want you to be happy with your order. This policy explains what to do if something is wrong with it, when you can cancel or return an order, and how refunds work. It is part of our Terms and Conditions.
The short version
- Something wrong with your order? If an item arrives damaged, defective, leaking, expired, wrong or missing, tell us within 7 days of delivery, with photos. We'll replace it or refund you, and you won't pay for any return.
- Changed your mind? For safety and hygiene, food, beauty, personal care, baby and wellness products can't be returned. Unopened non-consumable items, such as cookware and home goods, can be returned within 7 days of delivery.
- Want to cancel? Contact us straight away. If your order hasn't been packed for dispatch, we may be able to cancel it.
1. Problems with your order
Contact us within 7 days of delivery if any item:
- arrives damaged, broken or leaking;
- is defective or doesn't work;
- is not what you ordered (wrong product, variant or size);
- is missing from your package; or
- arrives past its expiry or best-before date, or within 30 days of it.
Email •••••••@••••••••••••••••••••.••• with your order number and:
- photos of the item and the problem;
- photos of the outer box and the shipping label;
- for expired items, a clear photo of the printed date; and
- for missing items, a photo of everything that arrived, including the packing slip if there was one.
A short unboxing video helps us resolve claims faster, especially for missing items, but it isn't required. Please keep the item and its packaging until we've resolved your claim.
What we'll do: once we've confirmed the problem, we'll send a replacement or refund the item, whichever you prefer, if the item is still available. We'll also refund any shipping you paid for the affected items. We usually don't need the item back; if we do, we'll send you a prepaid return label or pay for the return. Our commitment for products you believe are not genuine is in section 3.3 of our Terms and Conditions.
If you tell us about a problem after 7 days, we'll still look at it, but we may not be able to help, because carriers and suppliers set their own claim deadlines.
2. Returns if you change your mind
Items that can't be returned
For health, safety and hygiene reasons, and because we can't resell them, these items can't be returned for a change of mind:
- food, drinks, spices, snacks and other groceries;
- nutritional products and supplements;
- beauty, skin care, hair care, bath and body products, fragrances and cosmetics;
- baby food and baby care products;
- health, wellness, Ayurvedic and herbal products;
- any item that has been opened or used, or whose seal has been broken; and
- items marked "final sale" or "non-returnable" on the product page.
This doesn't affect section 1. If any of these items arrives damaged, defective, wrong or expired, we'll put it right.
Items that can be returned
Other items, such as cookware, kitchen appliances, home decor, books, toys and clothing, can be returned for a change of mind if:
- you contact us to request the return within 7 days of delivery;
- the item is unused, in its original condition, with all tags and its original, undamaged packaging; and
- you send it within 7 days after we approve the return, to the address we give you.
You pay for return shipping, and the original shipping charge is not refunded. Returns may need to be sent to an address outside the United States, so please ask us about the likely cost before you send anything. Use a tracked service: we can't refund a return that doesn't reach us. Once we've received and inspected the item, we'll refund the item price. We may reduce the refund if the item comes back used, damaged or incomplete.
We don't offer direct exchanges. If you'd like a different item, return the original as above and place a new order.
3. Cancelling an order
- Orders can't be cancelled online once placed. To ask for a cancellation, contact us as soon as possible by email or phone. If your order hasn't been packed for dispatch, we may be able to cancel it; if we do, we'll refund you in full. Orders can be packed at any time after you place them, so please don't wait.
- Once an order has been packed or dispatched, we can't cancel it. You can return eligible items as described in section 2.
- If we can't ship your order on time, our Shipping Policy explains your right to cancel.
- We may cancel an order as our Terms and Conditions describe, for example if an item is unavailable or was priced in error. If we do, we'll refund you in full.
4. How refunds work
- Refunds are made to your original payment method. We issue them within 5 business days after we approve them. Your bank or card issuer may then take 5 to 10 business days to show the refund on your statement.
- Sales tax is refunded together with the items it was charged on.
- If your order used a coupon, the refund is for the amount you actually paid for the items, after the discount.
- Refunds for rewards points you used are made in points, not cash.
- Import duties or carrier fees that you paid directly to a carrier can only be refunded by the carrier or customs authority. If an item is refunded because of a problem described in section 1, we'll reimburse those charges for that item when you send us the carrier's invoice.
5. Refused and undeliverable packages
Packages that are refused, unclaimed or undeliverable are covered by our Shipping Policy.
6. Card disputes
If something is wrong with your order, please contact us before disputing the charge with your card issuer. We can usually solve the problem faster, and a dispute may delay a refund we would otherwise give you. This doesn't limit your rights under the Fair Credit Billing Act or your card agreement.
7. Fair use
We may decline a claim or a return, or close an account, if we find a pattern of claims that appear to be fraudulent or abusive, such as repeated reports of missing items that the evidence doesn't support.
8. Your legal rights
This policy doesn't limit any rights you have under the law that can't be excluded.
Contact us
Email •••••••@••••••••••••••••••••.••• or call +• ••• •••-•••• (09:00–19:00 ET). Please include your order number.
