If there’s a problem with your order, we’re here to help.

Damaged, Defective, or Misprinted Items

If you receive an item that is damaged, defective, or misprinted, you must submit a claim within 30 days of receiving the product.

Packages Lost in Transit

If your order appears to be lost in transit, you must submit a claim within 30 days of the estimated delivery date.

If we determine that the issue was caused by us or our fulfillment partners, we will cover the costs and either send a replacement or issue a full refund.

To submit a claim, please contact our support team with:

• Your order number

• A brief description of the issue

• Clear photos showing the problem

Once we review your request, we’ll let you know whether a replacement or refund has been approved.

• If approved for a replacement, a new order will normally ship within 3 business days.

• If approved for a refund, it will be processed back to your original payment method. Processing times may vary depending on your bank or payment provider.

When We Cannot Replace or Refund

In the following situations, we are not able to provide a refund, credit, or free replacement:

Wrong or Incomplete Address

If the address you provide is incorrect or incomplete and the courier cannot deliver, the shipment may be returned to our facility. You will be responsible for the cost of reshipment once a correct address is confirmed.

Unclaimed Shipments

If a shipment is not collected or is unclaimed and is returned to us, you are responsible for the cost of reshipping the order.

Buyer’s Remorse

We do not accept returns or issue refunds for:

• Change of mind

• Ordering the wrong product

• Disliking flavor, texture, or similar subjective preferences

If you choose to accept returns or offer exchanges to your own customers (if applicable), this is done at your own expense by placing a new order.

Customs Rejection

If a package is returned or destroyed because it was rejected by customs, no refund or replacement will be issued.
It is the customer’s responsibility to:

• Ensure that the products are allowed to be imported into the destination country

• Pay any customs duties, taxes, or fees that may apply

Order Prepared but Not Yet Shipped

If you request to cancel an order that is already in “Accepted” or in production status and the product has been prepared by our fulfillment team, we are not able to cancel or refund that order.

Product Discontinuation or Long Out-of-Stock

We do not compensate for marketing or advertising costs if a product is later discontinued or remains out of stock for an extended period.

Uncollected Express Deliveries (e.g., FedEx)

If an express shipment (such as FedEx) cannot be delivered because:

• the recipient is unreachable (wrong address, missing phone number, etc.),

• the recipient refuses or fails to pay import duties or taxes, or

• the package is abandoned or destroyed by the carrier,

we cannot offer a refund, reshipment, or replacement.

Note (EU 14-day cooling-off period):
To exercise your right of withdrawal where applicable, you must first accept delivery of the goods. Refusing delivery or failing to collect a parcel does not count as a valid cancellation and may result in losing your right to a refund.

Late or Missing Refunds

If you haven’t received your refund after we’ve confirmed it:

1. Check your bank or payment account again.

2. Contact your credit card company or bank; it may take several business days for the refund to post.

If you’ve done all of this and still haven’t received your refund, please contact us at Info@my-ee.com so we can assist you.