Support & Returns Policy
Your satisfaction is important to us. If something is wrong with your order, our support team is here to help and will work to resolve the issue as quickly and fairly as possible.
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1. How to Request Support
To request support, please contact us with the following information:
Your order number
A brief description of the issue
Clear photos or a short video, especially for damaged, defective, or incorrect items
Providing complete information helps us review your case faster.
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2. Eligible Support Cases
Depending on the situation, we may offer one of the following solutions:
Replacement or reshipment
Partial refund
Full refund
Eligible cases may include:
Item arrived damaged
Item is defective or not working properly
Wrong item received
Missing item, part, or accessory
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3. Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, or incorrect, please contact us as soon as possible.
We recommend reporting the issue within 48 hours of delivery.
Most claims must be submitted within 30 days of delivery to be eligible for review.
Please include photos or a video showing the issue clearly.
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4. Shipping Delays
If your tracking information has not updated for an unusually long time, or your package appears to be delayed, please contact our support team.
Delayed shipping cases are usually reviewed after the following timeframes:
USA orders: after 45 days from shipment
International orders: after 60 days from shipment
These timeframes may vary depending on courier delays, customs processing, or local delivery conditions.
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5. Marked as Delivered but Not Received
If your tracking information shows that the package was delivered but you have not received it, please first check with:
Your local courier
Neighbors
Building reception
Household members
A secure delivery location around your address
Additional verification may be required. In some cases, we may ask for an official non-delivery confirmation from your local post office or courier.
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6. Returns
Most order issues can be resolved without requiring a physical return.
If a return is required, it must be approved by our support team before being shipped back.
Return conditions:
Returns must be pre-approved
Items must be shipped back within 30 days of return approval
Items must be returned in the condition requested by our support team
Returns sent without prior approval cannot be accepted
International returns may take longer and may need to be sent to a partner warehouse.
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7. Non-Eligible Cases
Refunds or returns are generally not approved for the following cases:
Change of mind
“I don’t like it” reasons
Wrong item or SKU ordered by the customer
Incorrect shipping address provided at checkout
Refusal to accept delivery
Failure to collect the package from the courier or post office
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8. Non-Returnable Items
For hygiene, safety, and product integrity reasons, some items cannot be returned.
Non-returnable items may include:
Used or opened hygiene, wellness, or beauty devices
Items showing wear, damage, stains, or modifications
Custom or personalized products
Clearance or final-sale items
Consumable or perishable products
Sealed hygiene or health-related items once opened
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9. Exchanges
For the fastest exchange process, we usually recommend the following:
Contact us to request approval
Return the original item, if required and approved
Place a new order once the refund or return process is completed
Exchange eligibility depends on the item condition, availability, and the nature of the issue.
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10. EU Customers – 14-Day Right of Withdrawal
Customers in the European Union may have the right to return unused products within 14 days of receiving the order.
To be eligible, the item must be:
Unused
In its original condition
In the original packaging
Accompanied by proof of purchase
Please note that sealed hygiene, health, or personal care items may not be eligible for return once opened.
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11. Refunds
If your refund is approved, it will be issued to the original payment method.
Refunds are usually processed within 10 business days after confirmation or inspection of the returned item, when applicable.
Please note that bank or payment provider processing times may vary.
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12. Return Shipping Costs
Return shipping costs may be the responsibility of the customer unless the return is due to an eligible issue such as:
Damaged item
Defective item
Wrong item received
Missing parts or accessories
Our support team will confirm the applicable return instructions before you send anything back.
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13. Need Help?
If you have any questions about your order, return request, refund status, or delivery issue, please contact us through the contact information available on our website.
Our support team will review your case and assist you as soon as possible.