At a glance
- Open the affected order or contact support.
- Keep the item and evidence that explains the problem.
- Eligibility is reviewed for the product and order.
Tell us what happened
Open the order in your account or contact support. Identify the affected item and describe the issue. Clear photographs, an unboxing video or other evidence may help when available. If the online flow asks for a video that you cannot provide, contact support so your concern can still be reviewed. Evidence requirements must not override applicable consumer rights.
Reasons and product care
Typical issues include damage, a defect, a wrong item, missing contents or a size that does not fit. Keep the product, accessories, labels and packaging until you receive instructions. Do not use an item that looks unsafe or tampered with.
Hygiene-sensitive and consumable products may need different handling, but this draft does not impose a blanket exclusion. Product-specific conditions and lawful remedies must be stated in the final approved policy.
Review and outcome
Submitting a request begins review; it is not automatic approval. Support may ask for details or arrange a handoff where available. The order record, item condition, category and applicable law inform the result. Any return window, collection method, exchange option or fee must be approved and disclosed clearly before it applies.
If a refund is approved, its amount and payment route should be explained under the refund policy. Keep your order reference for follow-up.
Common questions
Can I report a broken seal or wrong item?
Yes. Open the order or contact support, and keep the item and packaging for review.
Is every product returnable for any reason?
Eligibility depends on the product, order, approved policy and your statutory rights.