Refund policy

14-Day Right of Withdrawal in the EU

Under EU law (Directive 2011/83/EU), consumers have the right to withdraw from an online purchase within 14 days without giving any reason.

You can also exercise your right of withdrawal electronically through our online withdrawal form. If you use this online function, we will send you a receipt confirmation by email without undue delay.

1. Time Limit (Calculating the 14 days)

The 14-day cooling-off period starts from the day the consumer receives the goods.

If the trader fails to inform the consumer about their right of withdrawal, the withdrawal period is extended by 12 months (or lasts 14 days from the moment they are finally informed).

2. Obligations of the Trader

Reimbursement: The trader must reimburse all payments received from the consumer, including the costs of delivery (equivalent to the least expensive type of standard delivery offered), within 14 days from the day they are informed of the decision.

Means of Payment: The reimbursement must be carried out using the same means of payment as the consumer used for the initial transaction, unless the consumer has expressly agreed otherwise.

3. Obligations and Rights of the Consumer

Returning the Goods: The consumer must send back the goods within 14 days from the day they communicated their decision to withdraw.

Return Costs: The consumer must bear the direct cost of returning the goods, provided that the trader informed them of this obligation beforehand. If the trader failed to mention this, the trader must pay for the return.

Testing the Product: The consumer can inspect and test the goods (to the same extent as they would in a physical shop). However, they are liable for any diminished value of the goods resulting from handling them beyond what is necessary.

4. Exceptions (When the Right of Withdrawal does NOT apply)

Goods that spoil or expire rapidly (e.g., fresh food).

Sealed goods that are not suitable for return due to health protection or hygiene reasons, if they were unsealed after delivery (e.g., underwear, cosmetics).

Goods made to the consumer’s specifications or clearly personalized (e.g., custom-engraved items).

Sealed audio, video recordings, or computer software, if they were unsealed after delivery.