Refund policy

Purpose

This policy outlines the procedures, eligibility requirements, and responsibilities for handling product exchanges, returns, and refunds. It ensures consistent customer service practices and compliance with consumer protection standards.

1. Return Window

  • Customers have 15 calendar days from the date of delivery to initiate a return or exchange request.

  • Exchange or return requests made after this period are not eligible.

2. Eligibility Criteria

Returned items must meet all the following conditions:

  • Item is unworn, unwashed, and in original condition.

  • Tags, packaging, and labels are attached and intact.

  • Item shows no signs of wear, alteration, or damage (including deodorant marks, stains, or scents).

  • Proof of purchase (receipt, order confirmation, or invoice) is provided.

Failure to meet these requirements may result in denial of return or exchange.

3. Excluded Items

The following are non-returnable:

  • Clearance, discounted, or “final sale"

  • Gift cards or e-gift certificates

4. Exchanges

  • Exchanges are processed for the same product in a different size only.

  • Exchanges must be requested within 15 days of purchase.

  • If an item is out of stock, offer the customer either:

    • A refund, or

    • Store credit

5. Refund Processing

  • Refunds are initiated only after the item has been received and inspected by our returns department.

  • Once approved, refunds are issued to the original payment method within 15 business days.

  • Bank or credit card processing delays are outside our control.

  • Customers should be directed to contact Customer Support if a refund has not appeared after 15 business days.

6. Defective, Damaged, or Incorrect Items

  • Customers must report issues within 15 days of delivery.

  • Required proof:

    • Order number

    • Photos showing the defect or incorrect item

  • If verified, the costumer will ship the item back and a full refund will be issued:

     

7. Return Shipping Responsibilities

  • For standard shipping, the customer pays all shipping related fees.

  • For standard returns (change of mind, wrong size, etc.), the customer pays return shipping.

8. Policy Updates

This policy may be amended at any time to reflect new procedures, consumer law updates, or business needs. The latest version must always be accessible to all customer-facing staff.