- Proof of purchase (order number, invoice, etc)
- Reason for return has to be valid and return acceptance conditions met (check out below)
- Return method
- Refund method that you would like and the necessary information associated (bank account number, etc.)
- Return form returned with the product
Should there be any item damaged due to our transportation, please contact our customer service within 24 hours for claim purposes. Remember to send back all items including the free promotional items that came with the purchase. If forgotten, the return will not be accepted.
Once your product is retrieved we will perform a quality check.
If the quality check is successful, we will refund you according to your requested refund method. This will happen within 10 days starting from when your return request was submitted.
Note that if the quality check is unsuccessful, you will not be refunded and will be sent back your product.
Conditions and reasons to return an item
You may want to return your item due to any of the following reasons:
x : Not Required | ✓: Required
|Reasons for return||YOUR RETURN MUST BE :|
|New condition||Sealed condition||Complete (free gifts, accessories, original packaging)||Not damaged||Tags & labels attached|
|Delivery - Wrong Product||✓||✓
Product sealed should not be broken EXCEPT for item type that cannot be differentiated visually based on information provided on the box / packaging only
|Quality - Damaged Product||x||x||✓||x||✓|
|Quality - Defective||x||x||✓||✓||✓|
|Quality - Product Condition||✓||✓||✓||✓||✓|
|Delivery - Parts Missing||✓||x||x||✓||✓|
|Website - Incorrect Content||✓||✓||✓||✓||✓|
|Product - Does Not Fit - item not fitted e.g item delivered does not fit the customer
(Not applicable to some fashion items,check return policy on product page)
|Customer - Change of Mind
(Not applicable to some product categories, check return policy on product page)
|Not As Expected||✓||✓||✓||✓||✓|
Please see table below to know the reasons you can return an item for various categories
x : Not Required | ✓: Required
|Category||Customer Changed Mind||Wrong Item||Damaged Item|
|2. Beauty & Cosmetics||x||✓||x|
|4. Underwears, Swimwears||x||✓||x|
|6. Mobile Phones||x||✓||✓|
|9. CD, Vinyls, DVD, Softwares||x||✓||✓|
|11. Consumables (Food)||x||✓||✓|
|12. Large Bulky Items||x||✓||✓|
|13. Shipped From Overseas||x||✓||✓|
|14. Adult Toys||x||✓||x|
Kindly note you can only make returns for the below categories if you receive a wrong item:
- Adult Toys
Kindly note that the below items cannot be returned if you change your mind. Item can only be returned if a wrong item was delivered or item is damaged.
|Large bulky items|
|Desktops & Monitors||Gas Cooker & Oven|
|Fitness Machines||Baby Cots & Strollers|
|Professional Video Cameras||Grill & Outdoor Entertainment|
|Home Theatre||Washing Machine & Dryer|
|Musical Instruments||Air Conditioner, Heater & Hotwater System|
|Tyres & Wheels||Gas Cooker & Oven|
|Mower & Outdoor Power Tools||Fridge & Freezers|
You have 7 calendar days to notify us that you want to return your product after its reception.
If your return meets all the requirements, your returns can be initiated via our Online Return Form.
Returns are easy. Simply follow the 7 steps stated below:
You can connect on our website and fill in our Online Return form. Simply Login and go to "My Orders", and open the last order by clicking on “Order details”. If your product is eligible for a return, you will see a button “Return Product”. Click on it to start the return process.
Don't forget to fill the paper return form and pack it with your product to return.
Having trouble completing the Online Return form? Click here to access our step-by-step guide on Online Returns.
Example: If I received my product on Monday 5th, I have until next Sunday 12th to contact Customer Service.
NOTE: You have 7 days to notify us of your return online or by calling Customer Service, from the day you received your purchase.
For defective items, note that you have 7 days to return your product. After this period, we do not accept returns. We advise you to contact the manufacturer if the product has a warranty. Click Here to know more about warranties.
Download new form here if you lost the one sent with the package.
Note that for pick-up, we will make 2 scheduled attempts.
However, after 2 pick-up attempts, we will cancel the return procedure and you will not be able to return your product to us anymore.
We will make sure that your product meets all the requirements for a return as stated in our policies.
We advise you to check our Returns and Refunds Times here to get more information.
Contact us on [email protected] or 0700 6000 000 if you have any question.
For items flagged as “Shipped from Overseas”, returns are only accepted for the below reasons:
|Defective Item||Item is damaged upon delivery or not according to manufacturer’s specification|
|Wrong Item||If you received an item different from what you ordered.|
For example, we do not accept returns if size does not fit, or if client dislike the product (color, material, style). We encourage you to carefully check full description of the items and confirm it will meet all your expectations before placing your order.
For more details about products shipped from overseas, click HERE