Returns and complaints

As a consumer, you may withdraw from the contract without giving a reason within 14 days of receiving the goods. Send a clear notice to [email protected] within this period, including your order number, name and the goods concerned.

Send the goods to the seller’s address within 14 days of withdrawal. The customer pays the direct return shipping costs. We refund payments, including the cost of the cheapest delivery method offered, within 14 days of withdrawal. We may withhold the refund until we receive the goods or proof that they have been sent back.

The customer is responsible only for any loss of value caused by handling beyond what is necessary to establish the nature and characteristics of the goods. The right of withdrawal does not apply, in particular, to goods made to the customer’s specifications or clearly personalised.

Send complaints to [email protected], including your order number, a description of the defect and photographs if possible. Defective goods may be sent to the seller’s address by agreement. Consumers may report a defect that becomes apparent within two years of receipt.

We resolve complaints and inform the customer within 30 days unless a longer period is agreed. These conditions do not limit statutory rights concerning defective goods.