Order Cancellations

Order cancellations are typically possible prior to shipment. If you wish to cancel your order, you must contact us before your order has been dispatched.

Once an order has been shipped, cancellation is no longer possible. To request a cancellation, please email us immediately at [email protected] with your order number.

Return Policy

Opened items: Due to the nature of the products offered, returns of opened items are generally not accepted. This policy is in place for safety, hygiene, and product integrity reasons.

Unopened items: In exceptional circumstances, unopened and sealed items may be considered for return. Contact support to discuss your situation. Shipping costs for returns are generally the responsibility of the customer unless the return is due to our error.

Non-returnable items: Any product that has been opened, unsealed, or shows signs of tampering cannot be returned. Custom orders or special requests are also final sale.

Damaged Products

If your order arrives damaged, we want to make it right. Customers are encouraged to contact support regarding damaged orders so that an appropriate resolution can be arranged.

To report a damaged product:

1. Contact us within 48 hours of delivery
2. Provide your order number
3. Include clear photos of the damaged product and packaging
4. Describe the extent of the damage

We will review your case and arrange an appropriate resolution, which may include replacement, partial refund, or store credit.

Incorrect Products Received

If you receive a product that does not match what you ordered, please contact us immediately. Customers are encouraged to contact support regarding incorrect orders so that an appropriate resolution can be arranged.

To report an incorrect product:

1. Contact us at [email protected]
2. Provide your order number
3. Include a photo of the product you received
4. Note which product you originally ordered

We will investigate and arrange for the correct product to be sent or provide a refund/credit as appropriate.

Undelivered Orders

If your order does not arrive within the expected timeframe, customers are encouraged to contact support so that an appropriate resolution can be arranged.

Steps to take:

1. Check the tracking information provided in your shipping confirmation email
2. Verify with your local post office or carrier (package may be held)
3. Contact us with your order number if the package cannot be located

We will investigate with the carrier and work toward a resolution. Please note that we are not responsible for delays caused by carriers, customs, or incorrect addresses provided by the customer.

Refunds

When a refund is approved (such as for a verified damaged or incorrect product), refunds will be processed as follows:

• Crypto payments: Refund issued in the same cryptocurrency to the original wallet address
• Bank transfers (Europe): Refund issued via bank transfer to the original account
• US app payments: Refund issued via the same payment app

Refunds typically process within 3-7 business days after approval, depending on the payment method and financial institutions involved.

Exceptions & Non-Refundable Situations

Refunds or returns will not be provided in the following circumstances:

• Opened or used products (due to safety and product integrity)
• Change of mind after product has been shipped
• Incorrect address provided by the customer resulting in non-delivery
• Customs seizure or import restrictions — customers are responsible for verifying local laws
• Delay in shipping caused by carriers, weather, or customs (beyond our control)
• Products that have been tampered with after delivery
• Order cancellations requested after shipment