Refund policy

General Information

You have a 30-day period from the date you receive your order to request a return.

By making a purchase from our store, you agree to the terms and conditions set out below.

Order Cancellation

Orders are processed automatically shortly after purchase.

  • Orders can only be cancelled in exceptional circumstances, such as stock unavailability or operational issues.

  • Once an order has been processed, it cannot be cancelled.

  • If your order has already been shipped, you will need to wait until you receive it and then request a return.

Return Conditions

For a return to be accepted, the product must:

  • Be unused and in perfect condition.

  • Retain its original packaging.

  • Show no damage caused by improper use.

We reserve the right to refuse returns that do not meet these conditions.

Items Not Eligible for Return

For hygiene or safety reasons, we do not accept returns for:

  • Underwear, lingerie or intimate apparel.

  • Personal care products.

  • Items showing signs of use.

How to Request a Return

To start the return process, you must contact our customer service team and provide the following details:

  1. Order number.

  2. Reason for the return.

  3. Photos of the product, if it is damaged or faulty.

  4. Full name and address.

Once your request has been approved, you will receive instructions on how to send the item back.

IMPORTANT: Returns sent without prior authorisation will not be accepted.

Return Shipping Costs

  • Return shipping costs are the responsibility of the customer.

  • We will cover these costs only if:

    • The product is faulty.

    • You have received the wrong item.

We recommend using a shipping method with a tracking number, as we are not responsible for parcels lost in transit.

Shipping Responsibility

The customer is responsible for ensuring that the product arrives safely at our premises.

We are not responsible for:

  • Lost returns.

  • Shipping delays.

  • Transit-related issues.

Refunds

Once the product has been received and inspected:

  • We will notify you by email whether your refund has been approved or rejected.

  • If approved, the amount will be refunded using the same payment method used for the original purchase within a maximum period of 14 days.

Processing times may vary depending on your bank or payment method.

Late or Missing Refunds

If you have not received your refund:

  1. Check your bank account.

  2. Contact your bank or payment service provider.

  3. If the issue persists, contact us.

Damaged or Incorrect Items

If you receive a faulty or incorrect product, you must contact us within 48 hours of delivery.

After reviewing your case, we will offer you:

  • A free replacement, or

  • A full refund.

Incorrect Address

The customer is responsible for providing the correct delivery address.

We are not responsible for losses or delays caused by incorrect details.

Contact Us

If you have any questions, you can contact our customer service team:

📧 info@amberbyron.com