Refund policy

Returns and refunds

You can request a replacement or refund within 48 hours of delivery if:

  • the product arrived damaged or broken;
  • you received the wrong product (a different product, size or colour from what you ordered); or
  • parts or accessories are missing.

You can request a replacement or refund within 7 days of delivery if:

  • the product has a manufacturing defect or stops working during normal use; or
  • the product is materially different from its description.

We do not accept returns for change of mind, such as no longer wanting the product or ordering by mistake. Please check the product details, size and description carefully before ordering. This does not affect your right to a return or refund if the product is damaged, defective, wrong or not as described.

How to request a return

  1. Email parcelly.support@gmail.com with your order number.
  2. For damaged, wrong or missing items, include a continuous unboxing video and photos of the outer package, shipping label and product. For defects, include a video clearly showing the problem.
  3. We will reply within 48 hours with the next steps, including pickup or return instructions.

Conditions

  • Keep the product, all accessories, the packaging and your invoice until your request is settled.
  • We may ask you to return the product so that we or our supplier can inspect it.
  • Requests may be declined if inspection shows the product was misused, dropped, modified, damaged after delivery, or returned with parts missing.
  • Normal wear and tear is not covered.

Items that can't be returned

The following can't be returned unless they arrive damaged, defective or wrong:

  • kitchen tools and other items that touch food, once used;
  • personal care and grooming devices, such as trimmers, massagers and hair tools, once used;
  • earbuds and anything used on the mouth or ears, once used;
  • liquids, sprays, adhesives, refills and other consumables, once opened;
  • items with a broken seal or missing packaging;
  • customized or personalized products; and
  • items marked "Non-returnable" on the product page.

Refunds

  • Approved refunds go to your original payment method within 5–7 business days of approval.
  • If the return is due to our error (damaged, defective, wrong or not as described), we cover return shipping and refund the full amount.

Cancellations

You can cancel an order free of charge before it ships by emailing parcelly.support@gmail.com. Once shipped, it can't be cancelled, but it may be returned under this policy.

Nothing in this section limits your rights under the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020.