Refund policy
Refund & Return Policy
Last updated: 10/20/2026
All sales are final. We do not accept returns or exchanges, and we do not offer refunds for change of mind. Please check sizing, colour and product details before ordering.
We will make it right if something goes wrong with your order, as set out below.
When we will refund or replace your order
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Not received: your order has not arrived within 30 days of shipping, or tracking shows it as lost.
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Damaged or defective: the item arrived broken, damaged or does not work.
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Wrong item: you received a different item, size or colour from what you ordered.
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Not shipped on time: we could not ship your order within our stated processing time. You may cancel for a full refund.
How to make a claim
Email felix.tongs.business@gmail.com within 2 days of delivery (or of the expected delivery date, for orders that have not arrived). Include:
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Your order number
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A short description of the problem
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Clear photos of the item and packaging (for damaged, defective or wrong items)
We reply within 2 business days. If your claim is approved, we will send a replacement or issue a refund to your original payment method, at our choice or yours where the law requires. Refunds usually appear within 5 to 10 business days, depending on your bank. You do not need to send the item back.
What we cannot refund
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Change of mind, including ordering the wrong size or no longer wanting the item
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Normal wear and tear, or damage caused by misuse
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Orders delivered to an incorrect address entered at checkout
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Orders marked delivered by the carrier where the package was later stolen (please contact the carrier and your local police)
Cancellations
You can cancel an order for a full refund if it has not yet shipped. Email felix.tongs.business@gmail.com as soon as possible. Once an order has shipped, it cannot be cancelled.
Your legal rights
Nothing in this policy limits any rights you have under the Australian Consumer Law, US federal or state law, or any other law that cannot be excluded.