Returns & Refunds

1. Before dispatch

We arrange inspection and packaging before dispatch according to the scope agreed for your order. If a problem is identified, we contact the supplier and discuss the appropriate resolution before sending the goods.

We share photographs of the products, quantity and packaging with you for confirmation before dispatch. The inspection scope, any special testing and related charges are agreed individually; this does not mean every unit receives every possible functional test.

Photographic confirmation records the visible condition and agreed preparation. It does not remove responsibility for hidden defects or prevent a legitimate claim concerning damage in transit.

2. Changes & cancellation

Please contact us as soon as you wish to change or cancel a confirmed order. We check the procurement and preparation already completed, supplier cancellation or return options, and actual costs incurred before confirming what can be changed or refunded.

Orders are arranged against agreed requirements, so a change of mind does not automatically create an unrestricted return entitlement. Equally, payment does not mean that every cancellation or refund request will be refused.

Any proposed cancellation settlement, supported costs and refundable balance are explained and agreed in writing. We do not apply an automatic deduction of all payment fees to every request.

3. Report an issue

If you discover damage, a shortage or a product that does not match the agreed requirements, contact us promptly through your existing email or WhatsApp conversation, or our contact form.

• Provide your order or PI reference and the affected product and quantity.
• Describe the issue and share clear photographs of the goods, outer packaging and shipping label. A short video may help explain a functional issue.
• Keep the goods, packaging and relevant records while we review the case. Avoid sending an international return without agreed instructions.

Reporting promptly helps preserve evidence and any applicable carrier claim. Any order-specific or legally applicable claim requirements remain relevant.

4. Review & resolution

We review the evidence against your confirmed product specifications, inspection arrangements, pre-dispatch photographs and shipping records. Depending on the issue and responsibility, we discuss an appropriate remedy, which may include a replacement, an agreed refund or another practical solution.

Supplier involvement does not by itself determine our responsibility to you. A supplier declining a return is not an automatic reason to reject a valid claim.

For transport loss or damage, responsibility is assessed using the agreed trade term, named place or port, shipping arrangement and actual circumstances. See our Shipping Policy.

5. Return arrangements

Please obtain written return instructions before sending goods. We will confirm whether a return is necessary, the correct destination, packaging requirements, shipping method and responsibility for related costs for your case.

Do not use a general office or supplier address as a return address unless we have confirmed it for that return.

6. Refund arrangements

Where a refund is due, we confirm the amount, any supported deductions, payment route and expected processing time in writing. Processing and currency-conversion outcomes depend on the payment provider and the original transaction; they are not assumed to be the same for every order.

We explain any applicable payment-provider charges before settling the refund. Your bank or payment provider may take additional time to show the funds after processing.

Nothing on this page excludes rights or remedies that cannot lawfully be excluded.