Refund & Returns Policy

For eligible online purchases, customers in the European Union generally have 14 days from the day they receive their goods to notify us that they wish to withdraw from the purchase, subject to applicable legal exceptions.

To request a return, contact us within the applicable period and clearly identify your order and the item you wish to return. Please retain your order confirmation and any relevant correspondence.

Important: Simply sending an item back without identifying your order may delay processing. Contacting us first helps us provide the correct return instructions, but it does not remove your statutory right to withdraw within the legal period.

For change-of-mind returns, please take reasonable care of the product while it is in your possession. We recommend returning the item with its original packaging, accessories, manuals, and any included parts, where available.

Customers may inspect products to the extent reasonably necessary to establish their nature, characteristics, and functioning, as they would be able to in a physical shop.

If a product has been handled beyond what is necessary for that inspection, you may be liable for any resulting diminished value where permitted by applicable law.

We will not automatically reject a legally valid return solely because original packaging is missing or opened. Products that are faulty, damaged on arrival, or not as described remain subject to applicable consumer protections.

Certain products may be exempt from the statutory withdrawal right where a specific legal exception applies. Depending on the product and circumstances, this may include:

• Goods made to the customer's specifications or clearly personalised.
• Sealed goods that are not suitable for return for health protection or hygiene reasons, where the seal has been broken after delivery.
• Goods that deteriorate or expire rapidly.
• Other goods or services that fall within a specific statutory exception.

These exclusions apply only when the relevant legal requirements are met. An item is not automatically non-returnable merely because it was discounted, purchased during a sale, or opened.

If your order arrives damaged, defective, incomplete, or different from what you ordered, contact us as soon as reasonably possible. Please provide:

• Your order number and the email address used at checkout.
• A clear description of the issue.
• Photographs or video showing the damage or incorrect item, where reasonably available.
• Photographs of the packaging if the parcel was damaged during delivery, where available.

We may request reasonable information to investigate the issue. However, you are not required to provide evidence that is not reasonably necessary to establish your claim.

Where a product does not conform to the purchase contract, applicable consumer law may entitle you to repair, replacement, a price reduction, or a refund, depending on the circumstances. We will not use this policy to deny rights that the law grants you.

Where return shipping is our responsibility under applicable law, we will provide appropriate instructions and will not require you to bear costs that we are legally required to cover.

For a change-of-mind withdrawal, customers may be responsible for the direct cost of returning the goods if they were informed of this responsibility before purchasing, as required by law.

We will confirm the appropriate return procedure when responding to your request. Please use a trackable shipping service where practical and retain your proof of postage.

Do not send products to an address that has not been confirmed for your return. Return addresses may differ from the dispatch address.

Nothing in this section makes you responsible for return costs that applicable law requires us to pay, including qualifying returns involving defective or incorrectly supplied goods.

Refund requests are reviewed against the order details, the applicable return conditions, and relevant consumer law. We may request additional information where reasonably necessary to establish the facts of a claim.

For a valid statutory withdrawal, we will issue the refund within the legally required timeframe. For goods, this is generally within 14 days of being informed of the withdrawal. We may withhold the refund until we receive the goods back or you provide evidence that you have sent them, whichever occurs first, where permitted by law.

Refunds will generally be made using the original payment method unless you expressly agree otherwise or another arrangement is legally required.

Your bank, card issuer, or payment provider may require additional time to display the refunded funds after the refund has been processed.

We cannot guarantee an immediate bank balance update, and a processing delay by a payment provider does not itself mean that a refund has been refused.

If you wish to cancel an order before dispatch, contact us as quickly as possible and include your order number. We will attempt to stop fulfilment where operationally possible, but cancellation cannot be guaranteed once processing or dispatch has begun.

If your order has already been dispatched, you may need to follow the applicable return or withdrawal procedure after delivery. Your statutory cancellation and withdrawal rights remain unaffected.

If you need a different product or wish to request an exchange, contact our support team before sending anything back. Exchanges are subject to stock availability and our confirmation.

Where a replacement is required to resolve a legal claim involving faulty or non-conforming goods, we will comply with the remedies and requirements set out under applicable law.

A request may not qualify for a voluntary change-of-mind return if it falls outside the applicable withdrawal period or within a valid legal exception.

We may decline a voluntary return that does not meet the applicable conditions. Where relevant, we will explain the reason for our decision.

We will assess each request individually. Nothing in this policy permits us to reject a valid statutory withdrawal or a legitimate claim relating to defective, damaged, or incorrectly described goods merely because our preferred procedure was not followed.

To submit a return, cancellation, or refund request, please contact our support team through the contact page on our website.

Include your order number, the item concerned, and a clear explanation of your request. Keep copies of your correspondence and any postage or delivery records.

We will review your request and respond as promptly as reasonably possible, in accordance with applicable legal deadlines.

We may update this policy when our procedures, products, or legal obligations change. The version published on our website will apply subject to applicable law and any rights arising from an earlier purchase.

This policy is intended to be read alongside our Terms of Service and Privacy Policy. If a provision conflicts with a mandatory consumer protection law, the applicable law will prevail.