Our size charts are as accurate as can be and have been adjusted based on customer feedback over the years. If you ordered the wrong size and want to return it and exchange for the correct size, first contact us via email or through the contact form. We'll then ask you to confirm your measurements and then we'll send you a replacement size. You will have to pay for the shipping fee to have the replacement shipped to you. This fee will generally range from $20 to $30. We strongly encourage customers to measure themselves using the instructions on our product pages and choose the correct size to avoid this inconvenience. Please do not guess your size or use your clothing size as these may be inaccurate.
DO NOT return the parcel to the address you see on your package. This is because international shipments may hop through different states before arriving at your door, and the address you see on your package may have been the previous processing location before reaching you. If you return to that address then very likely the item will be lost, and we cannot be held responsible (or issue a refund) if that happens.
We generally do not accept return packages and will advise as such in our email to you. The reason being that the shipping cost will be expensive to ship it back to our warehouse and we're sure neither you (nor us) will want to pay for it. Also, at our receiving end, there are expensive customs import fees which we're not willing to pay. Therefore it makes more economic sense for us to let go of the stock than to have it sent back to us. What we recommend customers to do is to give the item away to someone who has a need for it. They can also donate it to a home or hospital. This way at least someone else benefits from it and it won't be wasted.
Our period for issuing refunds is 30 days. If within 30 days of receiving your product, you want a refund for whatever reason, first contact us via email or through the contact form and we'll get in touch with you. Suitability for refunds are assessed on a case by case basis. Once we establish that you are eligible for a refund, we'll issue a refund to your credit card or original method of payment. Beyond 30 days, no refunds will be entertained.
We will not issue refunds based on the following conditions:
- You bought the product and your doctor tells you thereafter it's not suitable for you. (Please check with your doctor first before buying if you're unsure our products are suitable for your condition)
- You did not measure yourself based on the size chart and simply bought one hoping it'll fit.
- You bought the item with a discount code.
- You want a refund because you found a similar product elsewhere selling at a cheaper price.
If you want to cancel your order, please inform us via email or the contact form within 24 hours of your purchase. After 24 hours or if the item has already been shipped out of our warehouse, cancellations are not allowed.