Refund policy

Last Updated: May 2026

We want you to feel confident shopping with us. If you experience any issues with your order, we are here to help.

Returns Eligibility

For customers located in the European Union, you generally have the right to cancel your online purchase within 14 days of receiving your order, without having to provide a reason, subject to the exceptions described below.

In addition to the statutory withdrawal right, we accept returns within 30 days of delivery for eligible items under our voluntary returns policy.

To qualify for a return under our voluntary 30-day return policy:

  • Items must be unused and in original condition

  • Products must be returned in their original packaging where possible

  • Proof of purchase or order confirmation is required

Certain items may be excluded from the voluntary return policy due to hygiene, safety, customisation, or clearance sale conditions. These exclusions do not affect any mandatory consumer rights that apply under EU law.

14-Day Right of Withdrawal

If you are a consumer located in the European Union, you generally have the right to withdraw from your purchase within 14 days without giving any reason.

The withdrawal period expires 14 days after the day on which you, or a third party designated by you other than the carrier, receive the goods.

To exercise your right of withdrawal, you must clearly inform us of your decision to withdraw before the 14-day withdrawal period expires. You may contact us using the details provided below.

You may use the following wording:

"I hereby inform you that I wish to withdraw from my purchase."

You may also use any other clear statement expressing your decision to cancel your purchase.

Returning Items After Withdrawal

After notifying us that you are exercising your right of withdrawal, you must send the goods back to us without undue delay and, in any event, no later than 14 days after communicating your decision to withdraw.

Unless the goods are faulty, damaged, incorrect, or we have agreed otherwise, you are responsible for the direct cost of returning the goods when exercising your right of withdrawal.

You are responsible for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

Exceptions to the Right of Withdrawal

The statutory 14-day right of withdrawal may not apply in certain circumstances, including where permitted by applicable law, such as:

  • Products made to your specifications or clearly personalised

  • Goods that are sealed and unsuitable for return for health protection or hygiene reasons once unsealed

  • Goods that are liable to deteriorate or expire rapidly

  • Sealed goods that have been unsealed after delivery where applicable

  • Other products or services for which the right of withdrawal is excluded under applicable consumer law

These exceptions will only apply where legally permitted.

Change of Mind Returns

For returns made under our voluntary 30-day return policy:

  • Customers are responsible for return shipping costs

  • Original shipping fees are non-refundable unless required by applicable law

  • Returned items must be unused and resalable

These conditions do not limit your statutory right of withdrawal or other mandatory consumer rights under applicable law.

Damaged, Faulty, or Incorrect Items

If you receive a damaged, defective, faulty, or incorrect item, please contact us as soon as reasonably possible with photos and your order details.

You may have additional legal rights in relation to faulty or non-conforming goods under applicable EU consumer protection laws.

Where required by law, we will provide an appropriate remedy, which may include repair, replacement, price reduction, or refund.

These statutory rights apply regardless of our voluntary returns policy.

Refund Process

Once your return is received and inspected, we will notify you regarding the approval status of your refund.

Where you exercise your statutory right of withdrawal, we will reimburse payments received from you, including the cost of standard delivery where required by applicable law.

We may withhold reimbursement until we have received the returned goods or you have supplied evidence that you have sent them back, whichever occurs first.

Refunds will generally be made using the same payment method used for the original transaction, unless you have expressly agreed otherwise.

Approved refunds are typically processed within 5–10 business days after the refund has been approved. Bank or payment provider processing times may vary.

Non-Refundable Situations

Refunds under our voluntary return policy may not be granted for:

  • Incorrect address submissions by the customer

  • Delays caused by customs or courier services

  • Normal wear and tear

  • Items damaged through misuse

  • Requests made outside the applicable return window

However, nothing in this policy limits or excludes any mandatory consumer rights available to customers under applicable EU or national consumer protection laws.

EU Consumer Rights

For customers located in the European Union, mandatory consumer protection laws may provide rights in addition to those described in this policy.

These may include:

  • A 14-day right to withdraw from eligible online purchases

  • Rights relating to faulty, defective, or non-conforming goods

  • The right to an appropriate remedy where goods do not comply with applicable legal requirements

  • Protection against contractual terms that unlawfully restrict mandatory consumer rights

Our voluntary 30-day return policy is in addition to, and does not replace, your statutory consumer rights.

Chargebacks & Fraud Prevention

We reserve the right to investigate and take appropriate action where fraudulent activity, abuse of chargebacks, or violations of our policies are identified.

Nothing in this section limits any statutory rights or remedies available to consumers under applicable law.

Contact Us

For refund, return, withdrawal, or consumer rights assistance, please contact: