Returns and withdrawal policy

Consumers buying online may withdraw from the contract without giving a reason within 14 days of receiving the goods, subject to statutory exceptions. For goods from one order delivered separately, the period starts when the last item is received.

Notify the shop using its return form or send an unambiguous withdrawal statement to the shop contact address shown on the website and in your order confirmation. Identify the order, your contact details and the goods being returned. Reasons and photos can help us process your request but are not a condition of exercising the right of withdrawal.

Send the goods back within 14 days of notifying the shop. Ask the shop for the current return address and instructions. Pack the goods to prevent damage in transit. You bear the direct return shipping cost only if you were informed of this before the contract was concluded; otherwise statutory requirements apply.

For a full withdrawal, the shop refunds payments received, including the original standard delivery cost, within 14 days of receiving your notice. Extra charges for expedited or more expensive delivery you selected are not refunded. The shop may withhold reimbursement until it receives the goods or evidence of dispatch, whichever is earlier. Refunds use the same payment method unless another method is expressly agreed without additional costs to you.

You may inspect goods as necessary to establish their nature, characteristics and functioning, as in a physical shop. Handling beyond this, including damage caused by the customer, may result in a deduction for proven diminished value. Opening the outer packaging alone does not remove the right of withdrawal.

Statutory exceptions include goods liable to deteriorate or expire rapidly, goods made to individual specifications, and sealed goods unsuitable for return for health or hygiene reasons if unsealed after delivery. The exception depends on the specific goods: not all food or opened packaging automatically excludes withdrawal.

If goods arrived damaged, are faulty or do not match the order, contact the shop. You may attach photos of the goods and packaging. These claims are handled separately from withdrawal without a reason; restrictions on unsealed goods do not remove statutory rights for faulty goods. Submitting a request does not automatically issue a payment refund.