Returns & Complains

Returns

If you are a consumer (i.e. a private individual and not purchasing products on behalf of a business), you may return your order, or any portion thereof, within 14 days of the delivery of your order (the “Return Period”). In case of split deliveries, the Return Period expires 14 days after the delivery of the last product.

The Return Process

Before the expiry of the Return Period, you must notify us of your intention to return your order, or any portion thereof, via, phone, letter or email by using the contact details setforth in the “Company Details” section below. You may use the return form attached below, but it is not obligatory.

In addition, you must return or ship the products which you are returning within 14 days from the day on which you notified us about your intention to return such products. Free returns are not available, and you are responsible for paying the return costs.

In the event you are shipping such products back to us, you shall use a courier which enables the location of the products to be identified during the shipping process. You shall provide us a tracking number for such products upon our request.

Please see the Return Guide for more information regarding returns.

You may also exercise your right to return your order by refusing delivery of the order or refusing to collect it at the post office.

Effects of Return

If you return all products ordered, we will refund all fees paid, including handling fees. If you return only part of the products ordered, we will refund you the purchase price for the products returned as well as the proportionate part of the handling fees paid on your order.

Repayment will be made without undue delay and in any event not later than the later of (i) 14 days from the day on which we are informed about your decision to return a product, and (ii) 10 days from the day on which we receive the products being returned. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise.

Returning defective products

When we ship your products, we do our best to make sure that the products are top quality and in perfect condition. In the case of defective products or non-conformity with your order, you will have the choice of returning the defective product and we will refund you the purchase price, including all applicable taxes, and all delivery costs. You may also choose to keep the product and ask for a price reduction. Please note that products that are damaged as a result of wear and tear are not considered to be faulty.

In the event you identify a defect with a product you have purchased from us, you must notify us promptly when you discover the defect. Any notice given within a period of two months after you discovered the defect is deemed a timely notice, but in certain cases a longer period may apply under the law of your jurisdiction. Please contact us and we will arrange for the product to be collected by our courier.

Please note that any such claim requires that you have not used the products inappropriately and that the product is not defective due to your conduct.

Incorrect Items

Occasionally the wrong item may get sent out. If this has happened to you, we sincerely apologize.

Please contact our SupportTeam who will be able to re-order the correct item for you and arrange for the incorrect product to be collected by our courier.

Refund Information

After we receive and process your notification that you will be returning a product purchased from us, you will be issued a refund in accordance with these terms and conditions. We aim to process a refund within 3 days of receiving your parcel, or of receiving evidence of your having sent back the parcel, and send you an e-mail to let you know we have received and processed it. After you have received the e-mail, please allow another 5-10 working days for the refund to be credited to your account. The amount of time this takes will depend on which bank or card issuer you have. Unfortunately this delay is outside of our control. You can expect a refund in the same form of payment originally used for purchase. In the event that we are unable to refund your credit card we will contact you to arrange an alternative means of refunding your order.