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Product reviews: moderation policy

Review authenticity and moderation policy

We believe that honest feedback is the best way to improve. We publish product reviews to help customers make informed decisions. All reviews are verified: they are submitted by real customers and tied to a specific order. We also monitor reviews to keep them trustworthy, safe, and relevant.

What “verified” means

Every review on our site is marked verified because we confirm it is connected to a real purchase (a specific order). This helps ensure reviews reflect genuine customer experiences.

What we publish
  • We publish both positive and negative reviews.
  • We don’t remove reviews just because they’re critical.
  • We may publish a public response when it helps clarify something or resolve confusion.
What we don’t change
  • We never change the meaning of your review.
  • We never change your star rating.
  • If we edit anything, it’s limited to safety and clarity (see below).
Edits we may make before publishing

To protect you and other customers, we may remove:

  • Personal data (like email, phone number, address, order numbers, private names).
  • Links (including promotional or tracking links).
  • Profanity or hate speech.
  • Malware-like content or attempts to redirect users.
  • We may also fix minor typos if the meaning stays the same.
Reviews we reject

We won’t publish reviews that include:

  • Spam, advertising, or promotional content.
  • Personal information (PII) or private/confidential details.
  • Profanity, hate speech, harassment, or illegal content.
  • Malware, harmful links, or attempts to exploit users.
  • Content that’s off-topic (not about the product).
  • Defamatory accusations presented as fact without any supporting context.
Keeping reviews about the product

Our reviews section is for product feedback. If your message is primarily about:

  • delivery issues,
  • refunds, billing, or account access,
  • support experience or open complaints,
  • anything that needs a personal response or investigation,

we may reject the review from publication and instead route it to our support team as a support ticket, so you can get help properly.

Responding to reviews
  • We may reply publicly to some reviews, especially if there’s a question, misunderstanding, or actionable issue.
  • Public responses won’t include personal data.
  • We respond in English.
Removal requests

If you want your review removed, please contact Support. To protect customers, we may ask you to verify you’re the original author (for example by matching the email or order used to submit the review).

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