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Refund Policy

Order cancellation

All orders can be cancelled until they are shipped.

Once an order has been placed and you need to change or cancel it, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.

Refunds

Damaged or incorrect product

We offer a 100% money back guarantee on all products that are defective or damaged during shipping if you report it within 24 hours of receiving your item, by sending an email to mona.halhouli@gmail.com with a clear photo as an evidence showing the defect. If the claim is approved we will provide a return address and a replacement or refund as preferred*.

Incorrect address: In the case that a reshipment is required due to an address entry error on the customer's end, this additional shipping cost will be covered by the customer.

Missing order: In the case that a product is delivered (based on tracking number update) but the customer claims that they did not receive the item, the customer must submit a claim to the shipping carrier directly. Your orders shall be deemed delivered and in satisfactory condition if you do not report the issue within the time frame.

Late order: In the case that the product has not been processed or shipped within the time frame agreed to by the supplier, and the customer wishes to cancel the order, then the supplier is responsible for refunding the order. 

If you are unsatisfied with your order – please contact our support team and we will do our best to help you out!

Please note that we do not provide a refund if:

  • your order does not arrive due to factors within your control (for example, providing the wrong shipping address).

*Please note that customers will be responsible for any return shipping costs.

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