Scope and status
Development preview only. Final policy text, effective dates and configurable business fields must be reviewed and approved in the Legal CMS before production publication.
Eligibility review
Eligibility depends on the published product policy, product condition, order state, request reason and configured review rules.
- Natural material variations are not automatically defects.
- Evidence may be requested for damaged or incorrect items.
- Some products or conditions may be non-returnable when the approved policy states so.
How to request help
Use Order Support with the secure order reference and verification details. The request receives an opaque ticket reference and enters manual review.
Exchanges and replacements
A size exchange or replacement depends on eligibility and available inventory. Approval must be recorded before fulfilment action begins.
Refund status
Refund processing is separate from report entitlement, order fulfilment and support status. Provider refunds must be explicitly authorised and reconciled.
Damaged or incorrect products
Report damaged, missing or incorrect products through Order Support. Do not send sensitive payment data in the message or attachments.