What is eligible

Items must be unopened, unused and uninstalled to qualify. Change-of-mind returns and exchanges can be requested within 30 days of delivery. Products must be returned in their original packaging; we may ask for photos to confirm the packaging is intact and capable of protecting the item during its return journey.

A return or exchange is subject to assessment and approval. Submitting information does not mean the return is approved. If approved, you will receive a Return Authorization (RA) number and return instructions before sending anything back.

What is not eligible

Opened, used or installed items cannot be returned for change of mind. Items requested more than 30 days after delivery are outside our returns policy. Final Sale items, Outlet items, e-NRG fuel and made-to-order items that have shipped are not eligible for change-of-mind returns or exchanges. Faulty, damaged or incorrectly supplied items are always covered and are handled as a claim rather than a return.

Costs to know before you start

A 15% restocking fee applies to all change-of-mind returns. Original shipping costs are non-refundable, and return shipping is charged at the actual carrier rate. Where we delivered your order free of charge or at a subsidised rate, the actual cost of that delivery, as disclosed to you at checkout, may be deducted from your refund.

If we sent you the wrong item, or an item is faulty or damaged, no restocking fee or return shipping charge applies and we arrange the remedy at no cost to you.

Refunds

Refunds are issued to your original payment method only. Once processed, please allow 5–10 business days for the amount to appear in your account. The exact timing depends on your bank.

Exchanges

Your replacement order generally ships after your return is received and confirmed at our warehouse. Change-of-mind exchanges may be subject to restocking and shipping fees, which must be paid before the new order ships.

This article applies to United States customers only.