Cancellation, Return, and Exchange Policy
Last Updated: July 24, 2025
Your satisfaction is our top priority! We've made our cancellation, return, and exchange process as simple and fair as possible. This policy gives you all the details you need to know.
1. Order Cancellation
- How to Cancel: You can cancel your order yourself on the order page or by contacting our customer service team. This is possible as long as your order status is "under review" and has not yet shipped.
- Quick Refund: If you cancel within 24 hours, we’ll give you a full refund with no deductions.
- Later Cancellation: If you cancel after 24 hours, we'll deduct any actual shipping label costs and payment processing fees we've already incurred.
A Quick Note: If your order has already shipped, our return policy takes over.
2. Returns & Exchanges
Did you get a damaged or incorrect item? We’re on it!
- The Golden Rule: We only accept returns or exchanges for products that are damaged, defective, or incorrect due to a mistake on our part.
- Return Window: You must request a return within 7 days of receiving your product.
- Product Condition: The item must be in its original, unused condition with all packaging and accessories intact.
- Free Shipping Deduction: If a return causes your order to drop below the 299 free shipping threshold, the original shipping cost will be deducted from your refund.
How We Handle Refunds
- We'll process your refund within 3 business days of receiving and inspecting your returned item.
- Deductions: The refunded amount will be for the product value, minus any deductions for shipping costs and payment processing fees. These deductions are for services already rendered.
3. International Returns
- The Policy: Due to the high cost and complexity of international logistics, we do not accept returns or exchanges for international orders unless the product is confirmed damaged, defective, or incorrect due to an error on our part.
- Our Solution: If this happens, please follow our reporting process for damaged shipments. We'll offer a refund or a replacement, and we'll cover the return shipping costs in these specific cases.
4. Important Information on Shipments
This section clarifies what happens in a few specific situations:
- Lost, Damaged, or Unclaimed Packages: For details on how to report a lost or damaged shipment and what happens if a package is unclaimed or returned to us, please see the full Shipping Policy.
- Customer Responsibility for Fees: If a package is returned to us because you refused to pay duties or taxes, or failed to pick it up, we will deduct the original shipping cost, the return shipping cost, and any customs fees from your refund.
5. Product Exceptions
For your safety and to maintain our high standards, some products cannot be returned or exchanged unless there’s a confirmed defect. These include:
- Health & Personal Care: Used appliances and tools.
- Smart Electronics: Products like smart controllers that require specialized installation and are not standalone units.
- Other Items: Any product that has been used, unsealed, or customized.
6. General Payment & Promotional Terms
- Payment Processing Fees: In the event of a refund, we will deduct non-refundable fees from payment gateways like Visa, Mada, STC Pay, Apple Pay, Google Pay, PayPal, and wired transfers. These fees are considered a paid service for processing your payment.
- Free Gifts: Any free gifts or promotional items must be returned with the order if the return means you no longer qualify for them. Otherwise, their retail value will be deducted from your refund.