Refund policy
Returns, Damage & Refund Policy
Do you accept returns?
We do not accept returns. However, if your product arrives damaged, you may request a replacement (see conditions below).
What if my product is damaged on arrival?
If you receive a damaged item, we will replace it — provided the required proof is submitted.
To request a replacement, please follow these steps:
- Record a clear unboxing video showing:
- The sealed parcel
- The opening process without cuts, edits, or pauses
- The damaged product clearly
- Submit the video to us within 24 hours of delivery.
Requests without a valid video or sent after 24 hours will not be eligible for replacement.
Why is an unboxing video required?
The video helps us verify the damage occurred during transit and support claims with courier partners.
Are small marks or variations considered damage?
No. Since our products are earthy and handmade, natural variations are expected. These may include:
- Inclusions
- Internal cracks
- Minor scratches
- Colour or texture variations
These characteristics are part of the natural material and are not treated as defects or damage.
Do you offer refunds?
No, we do not offer refunds.
If eligible, you may receive a replacement for the same product.
How do you ensure safe packaging?
Every product goes through a quality check before being packed in:
- Bubble wrap
- Rigid Season branded protection box
- Additional bubble wrap and outer packaging
This multi-layer packing minimizes the chance of damage during transit.