Returns & Refunds
Last updated: 6 October 2026
This page explains the different routes for returning goods. Statutory consumer rights always remain available and are not replaced by any voluntary return arrangement.
A. Statutory Right of Withdrawal
For most distance purchases, EU consumers generally have 14 days to withdraw without giving a reason, subject to legally applicable exceptions. Notify [email protected], then return goods to [RETURN ADDRESS] as described on the Right of Withdrawal page. The consumer normally pays the direct return cost for a change-of-mind withdrawal unless the seller agrees otherwise or applicable law provides differently.
B. Defective or non-conforming goods
If a product is damaged, defective, does not match its description or the wrong item was delivered, contact [email protected] with the order number, an explanation and photographs where relevant. Do not send it back until return instructions are provided. The seller bears legally required costs and provides the remedies available under applicable conformity law.
C. Voluntary commercial returns
[ADDITIONAL LEGAL INFORMATION]. Unless a voluntary return policy is expressly published here, only statutory withdrawal and conformity rights apply. Any voluntary policy is additional and never restricts statutory rights.
How to initiate a return
- Email [email protected].
- Provide the order number and identify the product(s).
- State whether the request concerns withdrawal, damage, a defect, non-conformity or an incorrect item.
- Wait for return instructions and use [RETURN ADDRESS] when instructed.
Refund timing and method
Withdrawal refunds follow the timing and withholding rules described on the Right of Withdrawal page. Refunds for defective, non-conforming or incorrect goods are made without undue delay once the applicable remedy is agreed. Refunds use the original payment method unless another method is expressly agreed; Cash on Delivery refunds require a mutually agreed method.
Original shipping costs
For a valid full withdrawal, the least expensive standard outbound delivery cost is reimbursed; any extra cost chosen for a more expensive delivery method is not required to be reimbursed. For defective, non-conforming or incorrectly delivered goods, shipping costs are handled according to applicable law.