Returns & refunds

Check delivery and report promptly

Refuse visibly damaged or tampered parcels and contact support. Check model and variant before breaking the retail seal. Report arrival problems within 24 hours, including outside support hours. This arrival-reporting window is separate from later warranty-fault claims.

Continuous unboxing video is mandatory for arrival claims

For wrong-item, missing-item, short-shipment, concealed delivery-damage and initial-fault-on-arrival claims, a clear, continuous unboxing video is required for our standard arrival-claims process.

• Start recording before opening the outer courier packaging.
• Show every side of the unopened parcel, its shipping label and seals, then the complete unpacking and supplied contents without cuts, pauses or editing.
• Keep the original recording, packaging, labels and all supplied contents.
• If a functional fault is alleged, also provide clear evidence demonstrating that symptom.

Evidence and assessment

Submit your order reference, original recording, label photographs and relevant fault evidence. A recording started after unpacking does not establish the parcel’s sealed arrival condition. Claims remain subject to verification; a recording does not automatically establish entitlement to replacement or refund. Without the required continuous recording, we may be unable to verify or approve an arrival claim. A customer’s allegation alone does not establish approval. Rights that cannot lawfully be excluded remain unaffected.

A fault developing later

Later warranty faults follow our Warranty Policy and require evidence of the fault, not the original unboxing video. The original product retail box and readable identification labels, with matching serials where applicable, remain mandatory for the warranty process. Claim processing and approval typically take 15–25 days and can take longer in some cases. An arrival-claim decision does not by itself decide whether a separate manufacturing-fault claim qualifies under an applicable warranty. Accessories excluded from commercial warranty do not acquire warranty coverage through this distinction.

Sending an item

Contact support first. You arrange the return; we do not book collection. For verified, approved wrong-item or arrival-fault claims, agreed inbound costs are reimbursed and approved outbound delivery is covered. Obtain advance approval for excess courier costs.

Non-faulty items

Change-of-mind, preference and incorrect-selection returns are excluded for correctly supplied, non-faulty goods. Preserve packaging and contents. An unpromised batch revision differs from missing promised contents or supplying the wrong item.

Approved repayments

After approval and payment verification, refunds are processed within 1–3 working days to the original payment source; bank posting may take longer. COD repayments require a verified route.

Accessories and your rights

The absence of a commercial warranty on an accessory does not itself determine a wrong-item, missing-item or defective-goods complaint. Applicable rights remain unaffected.