Shipping & Returns

Baseline shipping and returns terms. Fields marked [OWNER: …] must be completed with this business's actual operating details before this page is relied upon as final policy.

Owner note — not yet final. This page is a working baseline. Every bracketed field below is a business decision that has not been made in this document. Do not treat unfilled terms as binding, and review the completed page against the consumer law of every jurisdiction you ship to before publishing it as policy.

01 — Order processing

Orders are processed on business days, excluding public holidays.

  • Processing time: [OWNER: insert order processing time before dispatch, e.g. "1–2 business days"]
  • Order cut-off: [OWNER: insert daily cut-off time and time zone]

You will receive a confirmation email when the order is placed and a second email with tracking when it ships. If tracking has not arrived after the stated processing time, contact Support.

02 — Shipping destinations, times, and cost

  • We ship to: [OWNER: list countries or regions served]
  • Delivery estimate: [OWNER: insert delivery windows per destination and service level]
  • Shipping cost: [OWNER: insert rates, and any free-shipping threshold]
  • Carriers: [OWNER: list carriers used]

Delivery estimates are estimates, not guarantees. They begin from dispatch, not from order placement, and they exclude delays caused by the carrier, customs, weather, or an incorrect or incomplete delivery address.

03 — Customs, duties, and import taxes

International orders may attract duties, import taxes, or customs handling fees on arrival. [OWNER: state clearly whether duties are prepaid at checkout (DDP) or payable by the customer on delivery (DAP). This must match what your checkout actually does.]

Where duties are payable by the customer, we cannot calculate or reimburse them. A parcel refused at customs and returned to us is treated as a return, and outbound shipping and any carrier return charges are non-refundable.

04 — Lost, delayed, and damaged parcels

If tracking has not updated for [OWNER: insert number of business days] business days, contact us and we will open a carrier investigation. Carriers typically require an investigation to complete before a parcel is declared lost; we will keep you informed while that runs.

If an item arrives damaged, contact us within 7 days with your order number and photographs of both the item and the outer packaging. Damaged and incorrect items are replaced or refunded at our cost, including return shipping.

05 — Returns

  • Return window: [OWNER: insert return window in days from delivery, e.g. "30 days". This must be at least the statutory minimum in every market you sell into.]
  • Condition required: [OWNER: state the required condition — e.g. unused, original packaging, tags attached — and whether any trial use is permitted]
  • Return shipping paid by: [OWNER: state who pays return shipping for a change-of-mind return]
  • Restocking fee: [OWNER: state the fee, or state "none". Do not leave ambiguous.]

To start a return, contact Support with your order number and the reason. Within the stated window you do not need to justify a change-of-mind return, but the reason helps our evaluation record — return data is one of our five criteria, and returns feed directly back into whether a product stays in the catalog.

Do not send a return before contacting us. Unannounced returns cannot be matched to an order and may not be refundable.

06 — Items that cannot be returned

For hygiene reasons, certain categories cannot be returned once opened or used, unless they are faulty:

  • Oral-contact items, including mouthpieces
  • Opened consumables and skin-contact bars
  • Adhesive patches once the seal is broken
  • [OWNER: add or remove categories to match your actual catalog and jurisdiction]

This exclusion does not limit your statutory rights in respect of faulty or misdescribed goods.

07 — Refunds

Approved refunds are issued to the original payment method. Processing takes [OWNER: insert processing time, e.g. "5–10 business days after we receive the return"], plus your bank or card issuer's own clearing time, which is outside our control.

Original outbound shipping is [OWNER: state whether outbound shipping is refunded on a change-of-mind return]. Outbound shipping is always refunded where the item was faulty, damaged, or incorrectly supplied.

08 — Exchanges

Sizing exchanges are handled as a return plus a new order, which is faster than a direct swap and avoids holding stock. Contact Support and we will coordinate both sides so you are not out of pocket twice.

09 — Warranty

[OWNER: state the warranty period and what it covers for powered and mechanical items, or state that only the statutory warranty applies. Do not leave blank.]

Statutory consumer guarantees apply regardless of any voluntary warranty offered here and are not limited by this page.

10 — Contact

All shipping and returns enquiries: Contact.

Returns address: [OWNER: insert the returns address. Do not publish this page without it.]