Cancelling an order and getting a refund

Within 24 hours of paying

You can cancel outright for a full refund. Nobody has to approve it. Open the order from Your orders and choose to cancel.

We return the full amount to the card or PayPal account that paid. A card refund usually shows on your statement in 5 to 10 business days — your bank decides the day. A PayPal refund to your PayPal balance is usually immediate; to a card or bank it can take longer.

After 24 hours

By then, the warehouse is already preparing your order, so it cannot be cancelled right away. You can still submit a cancellation request from your order page.

We reply within 24 hours. If we haven’t replied by then, we send your request to the warehouse automatically.

If the warehouse confirms it stopped the order, we refund the full amount to the card or PayPal account that paid. If packing had already started, the parcel arrives as planned and no refund is due.

If an item arrives damaged, wrong or not working

Open the order from Your orders and choose Report a problem under the item. You can report it once the item is marked delivered: damaged, the wrong item, missing parts, not working, or not as the listing described it.

Tell us what is wrong and add photos or a short video - up to 6 photos and 1 video. We review every report and refund in full or in part to the card or PayPal account that paid. We do not send a replacement.

Please report within 14 days of delivery. Later reports are still reviewed, one by one. This does not take away any rights you have under consumer law.

Keep the item. Do not post anything back unless we ask - most reports are settled without a return.

If a parcel has not arrived

Check the delivery updates on the order page first — they come straight from the courier. If tracking has not moved for several days, or the courier says delivered but the parcel is not with you, email support@sals3.com with the order number.