Returns and Refunds Policy

Order Cancellation:

• Cancellation is immediate while the order is Pending Confirmation.
• Confirmed, Sourcing, or Preparing orders submit a cancellation request for administrative review.
• In-app cancellation is unavailable after dispatch. Delivered orders use the return flow.

Submitting a Return Request:

An eligible Delivered order can submit a return from its order details by selecting products and quantities and adding a reason and required attachments. Submission does not guarantee acceptance.

Accepted Cases for Returns:

1. Receiving a damaged product or one with a manufacturing defect.
2. Receiving a product different from the one ordered (incorrect color, size, or model).
3. Missing items from the order.

Cases Where Returns are Not Accepted:

1. Products that have been used, their original packaging damaged, or labels removed.
2. Underwear, swimwear, and socks (for hygiene reasons).
3. Health or personal-use categories that cannot be returned after opening, except for a proven defect or fulfilment error.

Return Request Review:

Management reviews the request and attachments and may accept all or part of the quantity or reject it with a note shown to the customer. Completed returns update the order and inventory for the returned quantity.

Re-delivery Fees:

• If the return is due to a store error (damaged or incorrect product), the store bears the return and delivery fees.
• If the return is for other reasons (if accepted by management), the customer may bear the original delivery fees and return fees.

Refunds:

• No refund begins before the returned product is received, inspected, and approved.
• The refund method is coordinated with the customer according to the payment method and final return decision.