Refund policy

Refund & Return Policy

Returns We accept returns within 7 days of delivery. To initiate a return, contact us first to receive return authorization. Return shipping costs are the customer's responsibility in all cases, including defective items. Returned items must include all original packaging, tags, and accessories, and must be shipped with a trackable carrier.

Returned items undergo a quality inspection upon receipt. Items showing signs of damage, misuse, or abnormal conditions will not be accepted and may be disposed of. If the return passes inspection, only the original product cost is refunded — shipping fees, taxes, and additional charges are non-refundable.

Refunds & Replacements

  • Damaged items: If your order arrives badly damaged, we offer a full refund or replacement. Partially damaged items (excluding minor issues like loose threads, slight wrinkles, or small scratches) are eligible for a partial refund or replacement. Please contact us within 30 days of delivery with photos or video evidence. For fragile items, a refund is typically recommended over replacement.
  • Wrong or missing items: If you received the wrong item, wrong color, or wrong size, we offer a full refund or replacement. For missing parts that don't affect product function, we may offer a partial refund or resend the missing part. For missing parts that affect function, we'll resend the entire product.
  • Non-delivery (US orders): If your order has no tracking updates or hasn't been delivered within 45 days of shipment, contact us to open a claim.
  • Non-delivery (Brazil orders): Due to complex customs procedures, please allow 110 days from shipment before filing a claim.
  • Delivered but not received: If tracking confirms delivery but you haven't received your package, a non-delivery certificate with an official seal from your local post office is required to process a claim. Please note this investigation can take 1–2 months and a favorable resolution cannot be guaranteed.

Non-Refundable Situations

  • Orders confirmed as delivered by tracking (without an official non-delivery certificate)
  • Packages undelivered due to incorrect/insufficient address, unknown recipient, refusal, failure to pick up, no safe delivery location, or uncleared customs
  • Damaged packaging boxes (due to the nature of international shipping)
  • Minor imperfections such as loose threads, slight wrinkles, or small scratches
  • Disputes opened more than 30 days after delivery confirmation
  • Delays or damage caused by force major  events including natural disasters, epidemics, international conflicts, strikes, wars, or customs inspections

Order Cancellations Orders can be cancelled for a full refund before processing begins. The following orders cannot be cancelled once payment is made:

  • Customized or print-on-demand orders
  • Pre-order inventory items
  • Video or photo service products

Processing Times Refund and replacement requests are reviewed within 1–3 business days. Non-delivery and lost package investigations may take up to 60 days. Disputes cannot be opened after 30 days from delivery confirmation, so please contact us promptly if you have an issue.

How to Request a Refund Contact us with your order number, a description of the issue, and supporting photos or videos (or a video if photos are insufficient). We'll respond within 1–3 business days.