Refund policy

1) I want to return the goods without stating a reason within 14 days of delivery.

To exercise your right of withdrawal, contact us at info@officialcomplex.com with your order number within 14 days of delivery. We will respond within 24 hours with further instructions. You must return the goods to us within 14 days of notifying us of your withdrawal.

Return shipping costs are borne by the customer. Goods must be returned in their original condition. We will issue a full refund within 14 days of receiving the returned goods or proof of shipment, whichever is earlier.

Please note: sealed products that have been opened and are unsuitable for return due to health or hygiene reasons are exempt from the right of withdrawal.

 

2) The goods arrived damaged or do not match the order.

If the goods in the shipment have arrived damaged or do not match what you ordered, please contact us at returns@officialcomplex.com. Provide us with your order number and describe the issue, and our team will respond to you within 24 hours with further instructions.

In the case of an approved complaint, we will cover the shipping costs.

 

*To return the goods, they must be in the same condition as when you received them - unopened, unused, and in the original packaging. Please also keep your purchase receipt.
**Upon receiving and inspecting the returned goods, we will inform you whether the refund has been approved or not. If approved, the money will be automatically refunded to your original payment method within 10 working days. Please remember that the processing and crediting of returned funds may also depend on your bank. If more than 15 working days have passed since the refund was approved, please contact us at returns@officialcomplex.com.