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Refund Policy

Last updated October 28, 2025

High Value Products

You can identify High Value Products via “High Value” mark on the Product photos or the high value tag on the Product Page / Product Filter. If the Product you want to receive the Refund for is not High Value check this part instead.

If you order High Value Products and if the Package is Damaged Upon Arrival or Significantly Not As Described, the Recipient must describe the damage or alteration precisely on the Delivery Note in order for you to be compensated for the damage or alteration. If the Recipient signs the Delivery Note without making any reservations with the courier who delivers the Goods, you accept the Goods as is and waive any Damaged Upon Arrival or Significantly Not As Described Refund Requests. In any event, in case of doubt, the Recipient has the right to check the Package’s contents before signing the Delivery Note.

When you order High Value Products on our Site or App you have to provide the following information: your contact email, full name of the Recipient, complete address of the Recipient (country / region, street, building number, apartment / suite / etc. if the Recipient has one, city, state / province / county / etc., postal code), the Recipient phone number, your billing address. Any false information provided regarding you or the Recipient, will void the Damaged Upon Arrival, Significantly Not As Described, Package Not Received, Stolen Package Refund Requests.

If you or the Recipient agrees with the Carrier to deliver the Package: without signature, to a third party, to a mailbox, or to any unsecured location any subsequent Damaged Upon Arrival, Significantly Not As Described, Package Not Received, Stolen Package Refund Requests will be void. However, if the delivery without a signature results from the Carrier’s negligence and not an agreement with you or the Recipient, you can still submit a Refund Request. In this case you and the Recipient must provide all necessary evidence to demonstrate the Carrier’s negligence.

If there is any issue with the Package or the Products ordered you and the Recipient must take precautionary measures to protect the Products and limit damage. All photos must be taken via Timemark app with location, date / time and photo code included. Contact the support via [email protected] for prior approval if you or the Recipient wants to use an alternative app instead. In case of Opening Package / Unboxing you or the Recipient has to record video(s) from start to finish (take the photo via Timemark app right before and right after shooting the videos to verify location, date / time on the videos) or take photos via Timemark app each minute to verify the content of the Package.    

Damaged Upon Arrival, Significantly Not As Described, Package Not Received, Stolen Package Refund Requests

  • You and the Recipient must retain all rights and legal recourse options against the Carriers and/or any third party assumed to be responsible;
  • In case Package is Damaged Upon Arrival or Significantly Not As Described: the Recipient must write clear and precise reservations on the Delivery Note;
  • The Recipient must take photos of the Package and its content;
  • The Recipient or you must keep all damaged packaging;
  • In the case of Stolen Package, the Recipient must file a complaint with the police.

You must submit the Refund Request at My Account > Orders > Refund (type the subject “Damaged Upon Arrival” / “Significantly Not As Described” / “Package Not Received” / “Stolen Package” respectfully) without delay and, at the latest within 48 hours from the Delivery Date, attach without any photo editing, retouching, or modifications along with detailed description of the incident:

  • A copy of the claim filed with the Carrier, along with any responses from them;
  • A photo of the damaged Package or showing the missing/not as described Merchandise;
  • In case of loss: A certificate of non-delivery issued by the Carrier, as well as proof of Compensation or a document establishing the Carrier’s responsibility;
  • In case of theft: A copy of the police report filed with the competent authorities;
  • In case of damage: Detailed photos and videos (upload videos to Youtube and share the links) showing the extent of the damage.

Implied Warranty of Merchantability Refund Requests

High Value Products are provided on an as-is and as-available basis without any warranty of fitness for a particular purpose. If you or the Recipient found the defect or issue making the Product unfit for ordinary use and such defect or issue was present at the time of sale you must submit the Refund Request at My Account > Orders > Refund (type the subject “Implied Warranty of Merchantability”) without delay and, at the latest within 48 hours from the time you found such defect or issue but no later than 30 days from the Delivery Date, attach without any photo editing, retouching, or modifications along with detailed description of the defect or issue and the circumstances of how you found it:

  • Detailed photos and videos showing the defect or issue (upload videos to Youtube and share the links).

The inspection of the Product might be required in order to verify the nature of the defect or issue. In this case the Return Shipping Label will be provided. You or the Recipient have to Ship the Package within 7 days from the receipt of the Return Shipping Label. If the inspection will show the absence of the defect or issue or that such defect or issue was caused by shipping or Product misuse you will be charged Return Shipping Label Fee, Shipping Fee and the Inspection Fee. If the inspection verifies the defect or issue at the moment of sale the Return Shipping Label Fee, Shipping Fee and the Inspection Fee will be covered by us.

Unopened Package Refund Requests

High Value Products are packed using double packaging (More specifically, double packaging means that Products are first packed in a first container such as cardboard, box, bubble wrap, or cardboard envelope, then placed together with packing materials secondly in a larger and rigid packaging such as a box, cardboard, etc.). If the Recipient have not opened the first container you can submit the Refund Request at My Account > Orders > Refund (type the subject “Unopened Package”) within 30 days from the Delivery Date, attach without any photo editing, retouching, or modifications:

  • In case when the second container was not opened: the photos of the second container; 
  • In case when you or the Recipient opened the second container: the photos of the first and second container, the packing materials from the second container and the packing materials / container that could be used as a new second container if you or the Recipient have any.  

In the description specify the condition of the second container and the packing materials in case when you or the Recipient opened the second container and write the description of packing materials / container that could be used as a new second container if you or the Recipient have any. You might be required to pay Extra Packing Materials Fee, Return Shipping Label Fee. You or the Recipient might be required to follow additional packing instructions and submit photos of the new Package before the return shipment is approved. You or the Recipient have to Ship the Package within 7 days from the receipt of the Return Shipping Label. The Refund will be issued after successful return shipment and Package inspection. 

Buyer’s Remorse Refund Requests

If the Product does not suit your or the Recipient needs, is in good working condition and you wish to return it you can submit the Refund Request at My Account > Orders > Refund (type the subject “Buyer’s Remorse”) within 14 days from the Delivery Date, attach without any photo editing, retouching, or modifications:

  • Detailed photos and videos showing the Product (upload videos to Youtube and share the links), including all accessories and their condition; 
  • Detailed photos and videos showing all packing materials and their condition and the packing materials / container that could be used for double packaging if you or the Recipient have any (upload videos to Youtube and share the links).  

In the description specify the condition of the Product, including all accessories, the packing materials and the packing materials / container that could be used for double packaging if you or the Recipient have any. Note that Buyer’s Remorse Refund Requests are subject to 15% Restocking Fee (excluding Hawaii), Return Shipping Label Fee, possible Extra Packing Materials Fee and possible Damage Fee which may apply if the Product is:

  • Not being in its original, like-new condition (e.g., scratches, dents, or signs of use);
  • Missing original packaging, protective inserts, or seals;
  • Missing required accessories (e.g., charger, cable, SIM tool, or manuals);
  • Not functioning properly due to customer misuse, accident, or modification (e.g., water damage, jailbreaking, or unauthorized repairs).

You or the Recipient have to Ship the Package within 7 days from the receipt of the Return Shipping Label. The possible Damage Fee is calculated after inspection. The Buyer’s Remorse Refund Request could be rejected if the Product is not in good working condition. If the Buyer’s Remorse Refund Request is rejected the Product is returned to you and you will be charged the Shipping Fee.

Cancellation of Orders

Once you have placed an Order with us, we do our best to ship it as quickly as possible to reduce delivery time. Before the Order Status is Processing you can Cancel the Order at My Account > Orders > Cancel Product / Cancel Order. If the Order Status is already Processing it might be possible to Cancel the Order but it is not guaranteed and if you still wish to try, contact the support via [email protected]. If the Order Status is In Transit it is no longer possible to Cancel the Order but you will be able to make the Refund Request as per this Refund Policy later on.

Processing the Refund

Once the Refund Request is Approved or the Order is Cancelled the Refund is issued within 24 hours. However the time when you actually get the Refund will depend on your financial institution and in some cases it might take 10 business days. If you paid for the Order from your Account Wallet you will get the Refund back to your Account Wallet as soon as it is issued. If you experience issues with the Refund you can contact the support via [email protected] to get the proof of the Refund issued. 

Regular Products

When you order Regular Products on our Site or App you have to provide the following information: your contact email, full name of the Recipient, complete address of the Recipient (country / region, street, building number, apartment / suite / etc. if Recipient has one, city, state / province / county / etc., postal code), your billing address. Any false information provided regarding you or the Recipient, will void the Damaged Upon Arrival, Significantly Not As Described, Package Not Received Refund Requests.

If there is any issue with the Package or the Products ordered you and the Recipient must take precautionary measures to protect the Products and limit damage. All photos must be taken via Timemark app with location, date / time and photo code included. Contact the support via [email protected] for prior approval if the Recipient wants to use an alternative app instead. In case of Opening Package / Unboxing you or the Recipient has to record video(s) from start to finish (take the photo via Timemark app right before and right after shooting the videos to verify location, date / time on the videos) or take photos via Timemark app each minute to verify the content of the Package.   

Package Not Received Refund Requests

If the tracking shows that the Package is delivered but the Recipient has not received the Package and you don’t know which Carrier was doing the last mile delivery for the Package contact the support via [email protected] to get the Carrier’s contact information. The Recipient will need to contact the Carrier and start the internal investigation process regarding the Package. The Recipient should record all communications with the Carrier and collect as much evidence as possible. Once you got all the evidence and the results of the Carrier’s internal investigation or you obtained any strong evidence to support your claim like incorrect signature on the proof of delivery, incorrect label details on the proof of delivery, incorrect house number on the proof of delivery and the Package is still not found submit the Refund Request at My Account > Orders > Refund (type the subject “Package Not Received”), attach all evidence, recorded communication with the Carrier (upload videos to Youtube and audios to Vocaroo and share the links) and write the detailed description of this case. If the Recipient receives the Package after your Refund Request is Approved you have to notify the support via [email protected] within 48 hours from the New Delivery Date but before the Package is opened and indicate whether you want to Repurchase the Package or Return it. If you have not sent the notification on time or you have indicated that you wish to Repurchase but you have not paid the Repurchase Price within 48 hours from the receipt of Repurchase Instructions or the Package is opened then you will be charged the Repurchase Price. If you have indicated that you want to Return the Package the Return Shipping Label will be sent to you. You or the Recipient will have to Ship the Package promptly. If the Package is not scanned by the Carrier within 7 days from the receipt of the Return Shipping Label you will be charged the Repurchase Price. 

Damaged Upon Arrival Refund Requests

If the container of the Package is Damaged Upon Arrival the Recipient has to take photos of the container via Timemark app immediately to capture the extent of the damage. Then the Recipient has to do the careful video unboxing (take the photo via Timemark app right before and right after shooting the videos to verify location, date / time on the videos) or do careful photo unboxing taking photo via Timemark app each minute to verify the extent of the damage to the Products if any. If the Products are damaged then submit the Refund Request at My Account > Orders > Refund (type the subject “Damaged Upon Arrival”) without delay and, at the latest within 48 hours from the Delivery Date, attach without any photo editing, retouching, or modifications all recorded photos and videos (upload videos to Youtube and share the links) and write the description of the damage.

Significantly Not As Described Refund Requests

You or the Recipient has to do video unboxing (take the photo via Timemark app right before and right after shooting the videos to verify location, date / time on the videos) or do photo unboxing taking photo via Timemark app each minute to verify the content of the Package. If the photos / videos the Recipient took clearly show that the content of the Package is Significantly Not As Described (specifically, the quantity is incorrect, parts are missing, accessories are missing, the Product is completely different, incorrect Product Variant, incorrect Product Size, Package is empty, etc.) submit the Refund Request at My Account > Orders > Refund (type the subject “Significantly Not As Described”) without delay and, at the latest within 48 hours from the Unboxing Date but not later than 14 days from the Delivery Date, attach without any photo editing, retouching, or modifications all recorded photos and videos and in the description specify what exactly is not as described (upload videos to Youtube and share the links).

Implied Warranty of Merchantability Refund Requests

Regular Products are provided on an as-is and as-available basis without any warranty of fitness for a particular purpose. If you or the Recipient found the defect or issue making the Product unfit for ordinary use and such defect or issue was present at the time of sale you must submit the Refund Request at My Account > Orders > Refund (type the subject “Implied Warranty of Merchantability”) without delay and, at the latest within 48 hours from the time you found such defect or issue but no later than 14 days from the Delivery Date, attach without any photo editing, retouching, or modifications along with detailed description of the defect or issue and the circumstances of how you or the Recipient found it:

  • Detailed photos and videos showing the defect or issue (upload videos to Youtube and share the links).

The inspection of the Product might be required in order to verify the nature of the defect or issue. In this case the Shipping Label will be provided. You or the Recipient have to Ship the Package within 7 days from the receipt of the Return Shipping Label. If the inspection will show the absence of the defect or issue or that such defect or issue was caused by shipping or Product misuse you will be charged Return Shipping Label Fee, Shipping Fee and the Inspection Fee. If the inspection verifies the defect or issue at the moment of sale the Return Shipping Label Fee, Shipping Fee and the Inspection Fee will be covered by us.

Unopened Package Refund Requests

For Products where the packaging was not opened we offer easy 30 day returns. Just submit the Refund Request at My Account > Orders > Refund (type the subject “Unopened Package”) within 30 days from the Delivery Date, attach without any photo editing, retouching, or modifications: 

  • photos / videos of Unopened Package (upload videos to Youtube and share the links).

You might be required to pay Return Shipping Label Fee. You or the Recipient have to Ship the Package within 7 days from the receipt of the Return Shipping Label. The Refund will be issued after successful return shipment.

Buyer’s Remorse Refund Requests

If the Product does not suit your or the Recipient needs, is in good working condition and you wish to return it you can submit the Refund Request at My Account > Orders > Refund (type the subject “Buyer’s Remorse”) within 14 days from the Delivery Date, attach without any photo editing, retouching, or modifications:

  • Photos and videos showing the Product (upload videos to Youtube and share the links), including all accessories and their condition.  

In the description specify the condition of the Product, including all accessories, the reason for return (such as item arrived too late / found better price / changed plans / purchased by mistake e.g. wrong color, model, size, material, brand, quantity / not as expected e.g. design, color, style, features, material, quality). Note that Buyer’s Remorse Refund Requests could be subject to 0-15% Restocking Fee (excluding Hawaii), Return Shipping Label Fee, and possible Damage Fee which may apply if the Product is:

  • Not being in its original, like-new condition (e.g., scratches, dents, or signs of use);
  • Missing original packaging, branding labels, protective inserts, or seals;
  • Missing required accessories (e.g., charger, cable, SIM tool, or manuals);
  • Not functioning properly due to customer misuse, accident, or modification (e.g., water damage, jailbreaking, or unauthorized repairs);
  • For bags & shoes: stains / wear / creases on the sole;
  • For clothing: washed / damaged / missing tag;
  • Car accessories: installed on the vehicle;
  • Assemble furniture: installed;
  • Electric or fuel-powered tools: operated freely without load (not intended use).  

You or the Recipient have to Ship the Package within 7 days from the receipt of the Return Shipping Label. The possible Damage Fee is calculated after inspection. The Buyer’s Remorse Refund could be rejected if the Product is not in good working condition. If the Buyer’s Remorse Refund is rejected the Product is returned to you and you will be charged the Shipping Fee.

Cancellation of Orders

Once you have placed an Order with us, we do our best to ship it as quickly as possible to reduce delivery time. Before the Order Status is Processing you can Cancel the Order at My Account > Orders > Cancel Product / Cancel Order. If the Order Status is already Processing it might be possible to Cancel but it is not guaranteed and if you still wish to try contact the support via [email protected]. If the Order Status is In Transit it is no longer possible to Cancel the Order but you will be able to make the Refund Request as per this Refund Policy later on.

Processing the Refund

Once the Refund Request is Approved or the Order is Cancelled the Refund is issued within 24 hours. However the time when you actually get the Refund will depend on your financial institution and in some cases it might take 10 business days. If you paid for the Order from your Wallet you will get the Refund back to your Wallet as soon as it is issued. If you experience issues with the Refund you can contact the support via [email protected] to get the proof of the Refund issued.