Returns, Exchanges and Refunds Policy

We want every customer to shop with confidence. If you need to cancel your order, or if you need to return, exchange, or request a refund after receiving your order, please contact us in accordance with the following rules.

This policy applies to products sold through this website. If applicable local consumer protection laws grant you greater rights, those legal provisions shall prevail.

1. Right of Withdrawal / Change of Mind

Eligible consumers in the European Union may notify us of their decision to withdraw from the purchase within 14 calendar days after the goods have been received by the consumer or a person designated by the consumer.

You are not required to provide a reason for exercising your right of withdrawal, but you must send us a clear statement notifying us of your decision before the withdrawal period expires.

Please send your withdrawal request to:

noorhabibah676@gmail.com

We recommend including your order number, recipient's name, product name, and the phrase “Request to Withdraw from Order” in your email.

If the products in one order are delivered separately, the withdrawal period will generally begin on the date the last item is delivered, unless otherwise provided by applicable law.

2. Returning Goods After Withdrawal

After submitting your withdrawal notice, please return the goods according to the return instructions provided by us by email.

Unless otherwise instructed, please do not select or guess the return address yourself, and do not return the goods to the sender's address shown on the original shipping label.

Before returning the goods, please make sure that:

• The goods are properly and securely packaged;

• All accessories, manuals, and included items are returned together;

• The package is adequately protected against damage during transportation;

• You keep proof of postage and shipment tracking information.

You may inspect the goods to the extent reasonably necessary to establish their nature, characteristics, and functionality. If the goods are handled beyond what is necessary for such inspection and their value is consequently reduced, we may deduct the corresponding amount of depreciation to the extent permitted by applicable law.

3. Goods That May Not Be Eligible for Return Without Reason

Under applicable law, certain goods may be excluded from the 14-day right of withdrawal, including but not limited to:

• Goods made or customized according to the consumer's specifications;

• Goods that are perishable or have a short expiration period;

• Sealed goods that are not suitable for return for health or hygiene reasons once the seal has been removed;

• Sealed audio or video recordings or computer software once unsealed;

• Certain services that have been fully performed and meet the applicable legal conditions;

• Other goods or transactions excluded by applicable law.

Exceptions to the right of withdrawal do not affect the consumer's statutory rights concerning damaged, defective, faulty, or non-conforming goods.

4. Damaged, Defective, or Incorrect Goods

Please inspect the package promptly after receiving your order. If the product is damaged, does not function properly, is missing parts, has an incorrect quantity or model, or clearly does not correspond to the order description, please contact us as soon as possible.

Contact email:

noorhabibah676@gmail.com

To help us investigate the issue, please include the following in your email:

• Order number;

• Recipient's name;

• Name of the affected product;

• A detailed description of the problem;

• Photos or videos clearly showing the issue;

• Photos of the packaging and shipping label, where relevant to transportation damage or an incorrectly shipped item.

After reviewing the case, we will provide an appropriate solution depending on the circumstances, which may include repair, replacement shipment, exchange, price reduction, or refund.

5. Who Pays the Return Shipping Costs?

If you exercise your statutory right of withdrawal solely because you have changed your mind, the direct cost of returning the goods will generally be borne by you, unless we have agreed in advance to cover these costs or applicable law requires otherwise.

If the return is caused by one of the following circumstances, reasonable return costs may be borne by us where applicable:

• The goods received do not correspond to the order;

• The goods were damaged upon delivery;

• The goods have a confirmed quality or manufacturing defect;

• We ask you to return goods that were sent incorrectly;

• Applicable law requires the seller to bear the return costs.

For defective goods or incorrect orders, please contact customer service and confirm the return arrangements before sending anything back. Do not return the goods without prior instructions.

6. Refund Scope and Processing Time

Once a refund request has been approved, we will process the refund in accordance with applicable law.

When an order is lawfully withdrawn, an eligible refund will generally include the cost of the goods and the standard delivery charges included in the original order. If you voluntarily selected an expedited or special delivery option that costs more than the standard delivery method, the additional amount above the standard delivery cost will generally not be refunded.

Where permitted by law, we may withhold the refund until the earlier of:

• The date we receive the returned goods; or

• The date you provide valid evidence that the goods have been returned.

Refunds will generally be issued using the same payment method used for the original purchase. The actual time required for the funds to appear in your account may depend on your bank or payment service provider.

If the original order was placed using cash on delivery, we will contact you by email to confirm the available refund method and any necessary information.

7. Standard Return and Refund Process

Submit Your Request

Send an email to noorhabibah676@gmail.com explaining whether you wish to cancel, withdraw from, return, exchange, or request a refund or after-sales service for your order.

Receive Return Instructions

We will verify your order and inform you whether the goods need to be returned, which return address should be used, and any other required steps.

Ship the Return Package

If a return is required, please package and ship the goods according to our instructions. We recommend using a shipping service that provides shipment tracking.

Review and Processing

Once the returned goods have been delivered or we have received valid proof that they have been shipped back, we will inspect the returned items and process the next steps.

Receive the Result

The result of your refund, exchange, repair, or other request will be communicated to the email address used when submitting your request.

8. Cancelling an Order Before Shipment

If your order has not yet been shipped, you may send a cancellation request to:

noorhabibah676@gmail.com

Please use “Order Cancellation” as the email subject and include your order number and recipient's name.

We will make reasonable efforts to process the request according to the current status of your order. However, we cannot guarantee that every cancellation request can be completed before shipment. If the goods have already been handed over to the carrier, it may not be possible to intercept the shipment directly. Eligible consumers may follow the withdrawal procedure after receiving the goods.

9. Cash on Delivery Orders

Cash on delivery may be available in certain regions, subject to the options displayed on the checkout page.

When choosing cash on delivery, please ensure that your name, telephone number, and delivery address are accurate and complete, and pay the amount due according to the order terms when the package is delivered.

If a cash on delivery order qualifies for a refund under applicable law, we will contact you after completing our review to confirm the available refund method. Please do not send your full bank card number, password, or verification code by ordinary email.

10. Important Notes Before Returning Goods

To avoid delays in processing:

• Please contact customer service first and wait for the return instructions;

• Do not send the package to an address that has not been confirmed by us;

• Do not use cash-on-delivery shipping when returning goods unless expressly approved by customer service;

• Do not leave out any product accessories or included items;

• Avoid leaving any signs of use beyond what is necessary to inspect the goods;

• Keep all shipping and tracking documents until your request has been fully processed.

Packages sent without prior confirmation may not be correctly identified, which could result in additional processing time.

11. Statutory Consumer Rights

This policy does not replace, restrict, or otherwise diminish any statutory rights that consumers may have under applicable law, including rights relating to conformity of goods, repair, replacement, price reduction, termination of contract, or other mandatory consumer protections.

If any provision of this policy conflicts with mandatory provisions of applicable law, the relevant legal provisions shall prevail.

12. After-Sales Contact Information

For questions regarding order cancellation, returns, exchanges, refunds, transportation damage, or product quality issues, please contact:

Customer Service Team
Email: noorhabibah676@gmail.com

To help us process your request more quickly, please include your order number and clearly state the matter you are contacting us about. We will review the information and respond as soon as possible after receiving the necessary details.