Product Exchanges & Replacements
We aim to make product exchanges simple and fair. The following explains when exchanges are available, how requests are handled, and what to expect during the process.
Eligibility
Exchanges are available for items that are defective, damaged in transit, incorrect, or materially different from the product description. Items must be returned in their original condition unless damage or defect is present. Promotional or clearance items may have specific exchange terms which will be noted at the time of purchase.
How to Request an Exchange
Initiate an exchange request through your account dashboard or the order management tools provided on the website. Provide your order reference, the item(s) to be exchanged, and a brief description of the reason for exchange. Include photos when relevant to help expedite review.
Condition & Packaging
To qualify for an exchange, items should be returned with all original components, accessories, and packaging whenever reasonably possible. If an item is damaged or defective, document the issue clearly so we can assess and prioritise the replacement.
Inspection & Approval
Returned items are inspected to confirm the issue described. Once an exchange request is reviewed and approved, the replacement options will be presented according to availability and eligibility.
Replacement Options
When an exchange is approved, you may choose from the same item in a different size, colour, or an equivalent model where available. If the original item is no longer available, alternative options such as a comparable product or account credit may be offered.
Out of Stock or Discontinued Items
If a direct replacement cannot be sourced because an item is out of stock or discontinued, you will be offered one or more reasonable alternatives. If no suitable replacement is available, an account credit or other resolution consistent with site policies may be provided.
Exceptions & Non-Exchangeable Items
For safety, hygiene, or regulatory reasons some items (for example certain personal care products, perishable goods, or digital content) may not be eligible for exchange. Any such exclusions will be clearly indicated on the product page.
Refunds in Lieu of Exchange
In cases where an exchange is not practical or a replacement cannot be agreed upon, a refund or account credit may be issued in line with the site’s terms. The available remedy will depend on the specific circumstances and the original method of purchase.
Timing & Notifications
You will receive status updates through your account interface as your exchange request is processed and when a replacement is dispatched or made available. Please refer to your order history for progress and confirmation messages.
Preventing Issues
To reduce the need for exchanges, we recommend checking product descriptions, sizing guides and images before purchase, and documenting any issues promptly if they occur.