Refund policy

Return of Goods / Right of Withdrawal

 

The consumer has the right to withdraw from a distance contract within 14 days of receiving the goods, without stating a reason.

The consumer must inform the Seller of withdrawal by an unequivocal written statement (e-mail) or via a withdrawal form provided by the Seller.

The consumer must return the goods no later than 14 days from the date of the withdrawal notice. The consumer bears the direct cost of returning the goods.

The Seller will refund all payments (including standard delivery costs) within 14 days of receiving the returned goods or proof of return, using the same payment method unless otherwise agreed, and in a traceable manner. Cash refunds are not possible.

If the consumer has handled the goods more than necessary to establish their nature, characteristics and functioning, the consumer remains entitled to withdraw but is liable for any diminished value of the goods.

 

Exceptions where the consumer has no right of withdrawal (opened original packaging)

The right of withdrawal does not apply to:

• goods not suitable for return due to health or hygiene reasons if the consumer has opened the packaging after delivery (especially single-use products, personal care products, or goods that come into direct contact with the mouth, nose, skin, or body);
• goods made to the consumer’s precise specifications or clearly personalized;
• digital content if performance began with the consumer’s explicit prior consent and acknowledgement of loss of the right of withdrawal.

 

7. Exchange of Goods

 

If the consumer wishes to exchange goods, they may notify the Seller in writing within 14 days of receiving the shipment.

The consumer must return the goods within 14 days of the exchange notice and bears the direct cost of return shipping. Returned goods must be undamaged and accompanied by a copy of the invoice.

The Seller bears the cost of sending replacement goods, unless otherwise stated during checkout or agreed with the consumer.

Exchange is not available for customized goods or goods not suitable for return by their nature, including goods not suitable for return due to health or hygiene reasons if the consumer has opened the packaging after delivery.

If the Seller cannot deliver replacement goods within a reasonable time, the Seller may offer an alternative product, store credit, or refund the purchase price (subject to consumer agreement and applicable law).