Return and Refund policy

we are committed to ensuring customer satisfaction. This Return and Refund Policy outlines the procedures for reporting issues, requesting returns, and obtaining refunds in a fair, transparent, and timely manner.

1. Scope

This policy applies to all deliveries, shipments, and services provided by us, including road, air, and sea freight services. It governs returns due to damage, loss, delay, or incorrect delivery.

2. Reporting Issues

Customers must report any shipment issues within 7 business days of delivery. Issues may include:

  • Damaged items or packaging

  • Incorrect shipment

  • Missing items

  • Delayed delivery beyond the expected time

Reports should include:

  • Order or tracking number

  • Description of the issue

  • Photographic evidence (if applicable)

3. Return Eligibility

To qualify for a return or refund:

  • Items must be in their original condition and packaging (if applicable)

  • Proof of purchase must be provided

  • The return request must comply with the 7-day reporting window

Shipments not meeting these criteria may not be eligible for replacement or refund.

4. Refund Process

Once a return or issue is approved:

  • Refunds will be issued via the original payment method whenever possible

  • Refunds are typically processed within 7–10 business days of approval

  • Shipping or delivery fees are non-refundable unless the issue was caused by us

Replacement shipments may be offered instead of a refund, depending on the circumstances.

5. Responsibilities of the Customer

Customers are expected to:

  • Notify us promptly of any issues

  • Provide accurate information for processing returns or claims

  • Package returned items securely, if a physical return is required

Failure to comply with these responsibilities may affect eligibility for refunds or replacements.

6. Limitations and Exclusions

This policy does not cover:

  • Normal wear and tear of goods during transit

  • Delays caused by customs, force majeure events, or unforeseen circumstances outside our control

  • Items returned without proper documentation or evidence