Refunds
When and how order payments are refunded.
Complaint window
File a complaint within 3 days after the order arrives or is picked up. After that the order completes automatically.
Required proof
Every complaint needs one unboxing video and 2 to 6 photos. Record the video in one take with no cuts, from the sealed package with the shipping label clearly visible until the item is out and the problem shows. The photos show the outer package with its label and the item's condition. Keep the item and its original packaging until the complaint is settled.
How to file
Open the order page, choose "File a complaint", pick a reason, describe the problem, then upload the video and photos in that form.
Rejected complaints
A complaint is rejected without an unboxing video, when the video is cut, the shipping label is not visible, the package was opened before recording, for a change of mind, or for damage after delivery (for example a plant wilting from care).
The store's decision
The store reviews the complaint and decides on a partial or full refund, or rejects it with a reason. You get the decision by notification and email.
Refund
The money is sent manually to the bank account or e-wallet you enter on the order page, usually 2-3 days after you enter it. You do not need to send the item back unless the store asks.
Cancellation
An order can be cancelled until it ships. If it was paid, the full amount is refunded the same way.