General Conditions
All incidents involving exchanges, returns, or refunds must be made within 30 calendar days from the delivery date and must be communicated to us via email. The Store is exempt from any obligation to process exchange or return requests for products that are returned without prior notice, after the deadline, or missing any accompanying items/accessories.
Refund of Paid Amounts
The Store will refund amounts paid using the same payment method chosen during the purchase process.
The refund time frame depends on the credit card administrator. If only part of the order is returned, the refund will be made via bank transfer to the account of the original purchaser only (according to the rules below).
The account holder’s ID must match the ID used for the order (Customer’s ID). If the buyer does not have an eligible account, the transfer will be made to the account of their parent or guardian.
Refunds will only be processed after receipt and inspection of the product(s) at the Distribution Center.
If the product is in transit, you must wait for it to arrive before the refund can be processed. Refunds will only be handled after the product has been received and inspected at the Distribution Center.
The Store is committed to your satisfaction. If you selected your product from our online store and upon receiving it it was not as expected or arrived with a defect, we guarantee your right to exchange, return, or refund in the following situations:
1 – Defective Product:
Within 30 calendar days from the date of receipt.
First, contact our Customer Service Center to receive instructions on how to return the product.
Once our team receives the package, we will inspect it to confirm it meets the exchange/return conditions. If confirmed, we will proceed, and you will have two options:
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Exchange: For any other product available in stock.
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Refund: A full refund of the amount paid for the product.
The Store is not obligated to process exchanges or returns for products that are returned without prior communication, after the deadline, or missing items/accessories.
According to the Consumer Protection Code, exchanges will be processed within 30 calendar days from the date of receipt, provided the request meets our policy requirements. If approved, another product will be sent to the customer.
2 – I received the product, found a malfunction, and want to exchange it.
If the product meets the above conditions, email us with your order details (full name, order number, email, phone number, and ID) and the reason for the exchange, or contact our customer service via the channels listed on our website.
3 – Do I have to pay for the exchange?
It depends. We evaluate cases individually:
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If the product arrived damaged, the Store covers all return costs.
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If the exchange is due to dissatisfaction (e.g., color), the shipping cost will be charged to the customer.
4 – I requested an exchange and want to know when I’ll receive my new product.
Once we receive your return, a new delivery process begins. Standard delivery times apply — 20 to 45 days — and you will receive a new tracking code.
5 – I received the product but missed the exchange period. Can I still exchange it?
Unfortunately, no. Once the exchange deadline passes, we cannot process it. We recommend checking the product upon delivery to ensure exchanges are possible within the allowed period.
6 – I didn’t like my purchase but found another product I like. Can I exchange it?
Yes, if it meets the conditions in “01.” Email us with the product link, color, and size.
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If the new item costs more, the difference will be collected by the carrier.
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If it costs less, we will refund the difference via the carrier.
Important: For this type of exchange, return shipping to our distribution center is the customer’s responsibility. The Store covers this cost only if the exchange is due to a defect or malfunction.
7 – I want to request an exchange but changed my address. Can I have it sent to the new address?
Yes, but you must inform us when requesting the exchange so we can update your delivery details.
8 – I want to cancel my order, but it has already been shipped.
Yes, but when the order arrives, refuse delivery. The product will return to our warehouse, and we will refund you once it arrives.
Still have questions?
We’re here to help — contact us anytime!
24/7 Customer Service — we usually respond within a few hours.