Returns & Refunds
Last updated:
No general returns
We do not accept general or discretionary returns. Opened products cannot be returned.
4-day reporting period
The following issues must be reported to us within 4 days of delivery:
- damaged goods
- incorrect products
- missing quantities
This is a reporting period for these issues only. It is not a return window.
Damaged orders
To report damage, send photographs of the product and, where appropriate, the packaging, together with your order details. If the damage is verified, we will replace the damaged product.
Incorrect or missing products
If we shipped the wrong item or the wrong quantity, we will correct the order at our expense.
Return shipping
If a return is specifically authorized by our team and the reason for it is not our fulfillment error, you pay the return shipping. If our fulfillment error caused the issue, we bear the reasonable cost of correcting it.
Cancellations
Orders may be cancelled before dispatch, and any payment already made for a cancelled order is refunded. After dispatch, cancellation is not guaranteed.
Pricing errors
We reserve the right to correct obvious pricing errors. If a paid order is cancelled because of a clear pricing mistake, we will refund you.
How refunds are made
Where a refund applies, it is made through the original payment method where practical.
For payments made in USDT, we refund the same nominal USDT amount originally paid, unless another resolution is explicitly agreed with you.
How to report an issue
Contact us on WhatsApp +1 645-239-4402 or at thebackwatersite@gmail.com with your order details and, for damaged goods, photographs.