Damaged, defective or malfunctioning products

If an item arrives damaged, has a manufacturing defect, or does not function as intended, please contact us so we can review the issue. Eligible claims may be resolved through replacement of the affected product.

If you do not expect to place another order, please let us know. We will review the available resolution options for your case, subject to applicable consumer protection laws.

Returns of physical items

Do not send an item back without contacting us first. If a physical return is required and agreed upon, customers may need to arrange return shipping. We will confirm the return address, instructions, and any applicable shipping-cost responsibility before the item is sent. Where the law requires the seller to cover the cost of returning faulty goods, those rights will be respected.

Non-quality-related returns

We do not accept returns or exchanges for change of mind, personal preference, ordering the wrong product or flavor, or other non-quality-related reasons, except where required by applicable law.

Refund requests are considered only in limited circumstances, including:

• Orders not received: an order is confirmed lost or undelivered after a review of its tracking and delivery status.
• Serious product issues: a product has a significant defect or damage that materially affects its normal function, and an appropriate replacement or other remedy is not available or suitable.

A delayed shipment is not automatically considered lost. We may need to verify its status with the delivery carrier before making a decision. Refunds are not offered for non-quality-related reasons, except where required by law.

Refund eligibility and the appropriate remedy will be assessed on a case-by-case basis. Nothing in this policy limits mandatory statutory rights or remedies available to consumers.

Please contact our support team as soon as reasonably possible after discovering an issue. To help us review your request, include:

• Your order number and the email address used at checkout.
• The product name, quantity affected, and a description of the problem.
• Clear photos or a short video showing visible damage or the malfunction, where practical.
• For undelivered orders, the tracking number and any relevant carrier updates.

If a refund is approved, we will confirm the amount and the available refund method. Where possible, approved refunds are issued to the original payment method. The time it takes for funds to appear may depend on the payment provider or financial institution.

Please note that final handling of shipping fees, taxes, duties, and other charges depends on the circumstances of the claim and applicable law.

Please retain your order confirmation and any relevant packaging until your request has been reviewed. Submitting a request does not automatically guarantee a replacement or refund; we will explain the outcome after assessing the available information.

This policy applies in addition to your rights under applicable consumer protection legislation. If local law provides stronger rights for faulty, damaged, misdescribed or undelivered goods, those rights take precedence.