Refund policy
Returns & Refunds Policy
1. General conditions for returns
To return a product, you must have the purchase document (order confirmation or receipt) and contact our customer support before sending any items back. Returns sent without prior approval may be refused.
Products must be returned in their original condition, as described below, and properly packaged to avoid damage in transit.
2. Defective or incorrect products
If you receive a defective product or the wrong item, please contact us as soon as possible with:
Your order number
A description of the issue
Clear photos of the product and packaging
Once the issue is confirmed, we will offer a free replacement or a full refund, according to your preference and subject to our supplier’s terms and applicable law.
In cases of confirmed defect or our error, we cover the cost of replacement or refund and, where necessary, return shipping.
3. Returns for change of mind (non‑defective products)
If you wish to return a non‑defective product (e.g. you changed your mind), the following conditions apply:
You must request the return within 14 calendar days from the date you received the product.
Your request must be submitted in writing (by email or via our contact form), including your order number and contact details.
The product must be unused, unopened, and in its original factory condition, including original packaging, labels, and any accessories. If, after inspection, these conditions are not met, we may refuse the return or apply a partial refund.
The return must include the relevant purchase document (receipt or invoice).
For change‑of‑mind returns, you are responsible for all return shipping costs. We recommend using a trackable shipping method, as we cannot be held responsible for returns lost in transit.
4. Legal right of withdrawal (EU distance purchases)
If you are an EU consumer purchasing online, you have the legal right to withdraw from the contract (cancel your order) within 14 calendar days from the day you received the product, without giving any reason.
To exercise this right:
You must clearly inform us of your decision (e.g. via email or our contact form) within 14 days of receiving the goods.
After notifying us, you must send the products back (or provide clear proof of dispatch) within 14 calendar days.
When the legal conditions are met:
We will refund all amounts you paid for the product(s), including the original standard shipping costs, using the same payment method you used for the purchase.
The refund will be processed within 14 days from the date we receive the goods or proof of return shipment.
You are responsible for any reduction in the value of the goods resulting from handling beyond what is necessary to inspect the nature, characteristics, and functioning of the products. If the goods are damaged or show signs of use beyond simple testing, we may reduce your refund accordingly or refuse it.
Unless otherwise stated, you bear the direct cost of returning the goods. If the cost of the return exceeds the cost of standard postal service, the additional amount is also paid by you.
No right of withdrawal exists in the cases excluded by applicable consumer law (for example, certain health or hygiene products that have been unsealed, made‑to‑order or clearly personalized products, or digital content supplied on a non‑tangible medium once download or streaming has begun).
5. Methods of return
Return by shipping
After you contact us and your return is approved, you will receive instructions and the correct return address.
Pack the product securely, preferably in the original outer packaging, and include your order number and any required return form.
Ship the parcel using a trackable method to the address we provide.
Return to physical location (if available)
If we operate a physical location that accepts returns, you may be able to return products in person during our opening hours. If available, this option and address will be clearly stated in your return instructions.
6. Refund methods and processing times
Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.
Approved refunds are normally issued to the original method of payment (e.g. the same card or payment service used at checkout).
In some situations (for example, repeated returns, promotional orders, or if you choose it), we may offer store credit instead of a monetary refund.
Processing times may vary depending on your bank or payment provider, but we aim to issue refunds within 14 days of receiving the returned products or proof of return shipment.