Last updated: 2026-07-19
1. Return Period
You have 14 days from receiving your order to return items for a full refund, provided the goods are in original condition, unused and in unopened packaging.
To exercise your right of withdrawal, you must notify us of your return within 14 days of receiving the item.
2. Right of Withdrawal Under EU Consumer Law
Private customers have the right to withdraw from their purchase within 14 days without giving any reason, in accordance with the EU Consumer Rights Directive and applicable national distance selling legislation.
The right of withdrawal does not apply to:
- Sealed goods where the seal has been broken.
- Custom-made or personalised products.
- Digital products, or goods where the seal has been broken for hygiene reasons.
3. Return Costs
The customer is responsible for return shipping to our main warehouse, unless the item is defective or incorrect.
Items must be sent using trackable shipping to ensure we receive the return. We recommend returning items via our courier service — the most affordable and convenient option. The courier brings a shipping label and collects your package.
Return costs are refunded only if the return is due to a defective or incorrect item.
4. Refunds
- Refunds are issued within 14 days of us receiving and approving the return.
- The money is refunded to the same payment method used for the purchase.
- Return costs are not refunded, unless the return is due to a defective item.
5. Complaints and Defective Goods
If you have received a defective or incorrect item, please contact us immediately.
- We offer either a free replacement item or a refund.
- Complaints should be submitted within 7 days of receipt.
- Please attach photos and a short description of the problem when submitting a complaint.
Report Transport Damage Directly to the Carrier
- Check the packaging on delivery.
- If damage is visible, report it directly to the carrier at the time of receipt and email us a copy of the damage report along with photos.
- Notify us as soon as possible and we'll help you take the matter further.
Links for reporting transport damage:
Frequently Asked Questions About Returns and Complaints
How long is the right of withdrawal for private customers?
You have 14 days from receiving the item to notify us that you wish to withdraw from the purchase, without giving a reason. The right of withdrawal does not apply to sealed goods where the seal has been broken, custom-made products or hygiene items.
Who pays for return shipping?
The customer pays for return shipping to our main warehouse, except when the item is defective, incorrect or wrongly dispatched — in which case we cover the cost. Always send returns using trackable shipping.
How quickly will I get my money back?
Refunds are issued within 14 days of us receiving and approving the return. The money is always refunded to the same payment method used for the purchase.
What do I do if my package arrives damaged?
Report the damage directly to the carrier at the time of receipt, photograph both the packaging and the product, and email us a copy of the damage report together with the photos. Links to the carriers' claim forms are listed above.
Can business customers also withdraw from a purchase?
No unless other is agreed. The statutory right of withdrawal under EU consumer law applies to private customers only. Business purchases are governed by our terms and conditions — contact us if you have questions about a specific order.