1. General Policy
We want our customers to have a positive shopping experience. Please carefully check the product description, size, colour, specifications, and other information before placing an Order.
Unless otherwise stated in this Policy, all Goods sold by us are non-refundable and non-exchangeable.
Returns, refunds, or exchanges will only be considered in the circumstances described below.
2. Eligible Reasons for Return or Refund
A return or refund request may be accepted if:
- The wrong item was sent by the Company.
- The item received does not match the specifications, description, features, or other information advertised on our website.
- The item received is damaged, defective, or otherwise faulty upon delivery.
- The Order exceeds the delivery timeline stated in our Shipping Policy.
We reserve the right to review each request and determine whether it meets the requirements of this Policy.
3. Required Evidence
To help us properly investigate a return or refund request, You must provide sufficient evidence.
The following evidence may be required:
Unboxing Video
A clear and continuous unboxing video showing:
- The unopened parcel;
- The shipping label;
- The original packaging;
- The Goods received; and
- The condition of the Goods upon opening.
The video should clearly show the condition of the parcel and Goods from the beginning of the unboxing process.
First-Use Video
Where applicable, You may also be required to provide a clear video showing the first use of the Goods to demonstrate any defect or issue.
Additional Evidence
We may also request:
- Clear photographs of the Goods;
- Photographs of the packaging;
- Order number and order details;
- Proof of purchase;
- Delivery information; or
- Any other supporting documents or evidence reasonably required to assess the request.
Failure to provide the requested evidence may result in the return or refund request being rejected.
4. Return & Refund Request Period
All return and refund requests must be submitted to us within 24 hours of receiving the Order.
Requests should be sent to:
Email: nys-wholesaler@outlook.com
Please include your Order number, reason for the request, photographs/videos, and any other required supporting evidence.
Any request submitted after the 24-hour period may not be accepted.
5. Exchanges
Goods are not exchangeable unless the Company has sent the wrong item or the item received does not match the product information advertised on our website.
Any approved exchange will be subject to product availability.
If the replacement item is unavailable, we may offer an alternative solution where appropriate.
6. Non-Eligible Returns
Returns, refunds, or exchanges will generally not be accepted for:
- Change of mind;
- Wrong size selected by the customer;
- Wrong colour selected by the customer;
- Items that have been worn or used, except where the issue relates to a defect;
- Items that have been washed, altered, damaged, or modified by the customer;
- Items without sufficient evidence;
- Requests submitted after the required 24-hour period; or
- Any other situation that does not meet the requirements of this Policy.
7. Approved Refunds
If your refund request is approved, we will provide the applicable refund according to the circumstances of the case.
The refund process and timing may depend on the payment method used for the original Order and the relevant payment provider.
Customers may be required to provide additional information necessary to process the refund.
8. Return Instructions
If your return request is approved, we will provide further instructions regarding the return process.
Do not send any Goods back to us before receiving return instructions from our team.
Goods returned without prior approval may not be accepted.
9. Policy Enforcement
We reserve the right to review and reject any return, refund, or exchange request that does not meet the requirements of this Policy.
All decisions will be made based on the information and evidence provided by the customer and the circumstances of the Order.