Returns & Exchanges
If you have changed your mind about your order or the product has not met your expectations, we will be happy to help you through the process.
Right of Withdrawal and Return Period
Under distance sales contracts, you may exercise your right of withdrawal within 14 days of receiving the product, without giving a reason.
The product being returned must be unused, undamaged and, where possible, sent in its original packaging with all accessories. The customer is responsible for any reduction in value resulting from use beyond what is necessary to establish the nature, characteristics and functioning of the product.
How to Request a Return
You can submit your return request to us in writing, including your order number. We will then share the information you need to send the product back.
You must send the product back to us within 10 days of notifying us of your withdrawal.
Return Shipping Costs
For returns made under the right of withdrawal, the customer pays the return shipping cost unless explicitly stated otherwise when ordering. If the product is faulty, damaged or incorrectly supplied, we cover the return shipping cost.
Refunds
Once the returned product reaches us and we have checked that it meets the return conditions, the product price and any standard delivery charge collected from the customer will be refunded within 14 days at the latest using the payment method used for the order.
Depending on your bank’s processing times, it may take a few business days for the refund to appear in your account.
Exchanges
We can help with exchanges subject to stock availability. Simply contact us to request an exchange. If the requested product is out of stock, a refund will be issued.
Exceptions to the Right of Withdrawal
Under applicable regulations, the right of withdrawal may not apply to the following products:
- Products made to order or customised at the customer’s request
- Products whose packaging has been opened after delivery and which are unsuitable for resale for hygiene reasons
- Products no longer suitable for resale due to use, damage or missing parts
- Products which, by their nature, have become inseparably mixed with other products
Incorrect or Faulty Products
If you believe your order has arrived incorrect, incomplete or faulty, contact us with your order number and photographs of the product. After reviewing the issue, we will promptly offer a solution through an exchange, repair or refund.