RETURNS & REFUNDS POLICY

Last updated: 27 September 2026

1. 14-Day Right of Withdrawal

Consumers located in the European Union, Norway and the United Kingdom generally have a statutory right to withdraw from eligible online purchases within 14 days without providing a reason.

For goods, the withdrawal period normally begins on the day after you, or a third party designated by you other than the carrier, receives the goods.

For orders containing multiple products delivered separately, the applicable period may begin after receipt of the final relevant product where required by law.

2. Switzerland

Swiss law does not generally provide the same automatic statutory cooling-off period for ordinary online purchases.

However, [STORE NAME] voluntarily offers eligible customers in Switzerland a 14-day change-of-mind return period, subject to this policy.

Mandatory Swiss rights concerning defective or non-conforming products remain unaffected.

3. How to Withdraw From a Purchase

To exercise a statutory right of withdrawal, you must inform us clearly before the withdrawal period expires.

Contact:

Email: [RETURNS EMAIL]
Address: [RETURN / BUSINESS ADDRESS]

You may use the model withdrawal form below, but its use is not mandatory.

Where an online withdrawal function is available on our website, you may also use that function.

4. Returning Products

After notifying us of your withdrawal, return the goods without undue delay and, where applicable, no later than 14 days after notifying us.

Return address:

[RETURN ADDRESS]

If a different return centre applies to your order, we will provide the correct return address.

Exercising a statutory withdrawal right does not depend on receiving our prior approval.

5. Condition of Returned Goods

During a statutory withdrawal period, you may inspect and handle a product only to the extent reasonably necessary to determine its nature, characteristics and functioning.

Where permitted by law, you may be responsible for diminished value caused by unnecessary or excessive handling.

Opening packaging does not automatically eliminate statutory withdrawal rights unless a specific legal exception applies.

6. Return Shipping Costs

For ordinary change-of-mind returns, customers are responsible for the direct cost of returning the goods unless:

  • we expressly agree to pay the cost;

  • the product is defective;

  • the wrong product was supplied;

  • the product was damaged before delivery;

  • applicable law requires us to pay.

7. Refund Amount

Where a statutory withdrawal right applies, we will refund the amounts required by applicable law.

For EU, EEA and UK consumers, where legally required, this includes the cost of the least expensive standard shipping method offered by us.

Additional costs resulting from choosing a premium delivery option do not have to be refunded where applicable law permits.

For voluntary Swiss change-of-mind returns, original outbound shipping fees are non-refundable unless otherwise stated or the product was defective, damaged, incorrect or misdescribed.

8. Refund Timing

Refunds will be issued within the period required by applicable law.

For returned goods, where legally permitted, we may withhold the refund until:

  • the goods are received; or

  • you provide evidence that the goods have been returned,

whichever occurs first.

Additional processing time by your bank or payment provider may apply after we issue the refund.

9. Refund Method

Refunds will normally be made using the original payment method unless another method is expressly agreed or required by law.

10. Defective or Incorrect Products

Your rights regarding defective or non-conforming goods are separate from the 14-day change-of-mind period.

Contact us if an item:

  • arrives damaged;

  • is defective;

  • is materially different from its description;

  • is the wrong product;

  • otherwise fails to conform to the contract.

Depending on applicable law and the circumstances, you may be entitled to:

  • repair;

  • replacement;

  • price reduction;

  • refund;

  • another statutory remedy.

Where the law requires us to bear the cost of returning defective or incorrect goods, we will do so.

11. Legal Guarantee

For customers in the European Union, goods benefit from the applicable legal guarantee of conformity of at least two years, with longer protection possible under national law.

Customers in Norway, the United Kingdom and Switzerland retain the statutory rights and guarantee periods available under their respective laws.

Commercial warranties do not replace statutory consumer rights.

12. Exceptions to Change-of-Mind Returns

Where legally permitted, the right of withdrawal may not apply to certain products, including:

  • personalised or made-to-order products;

  • goods liable to deteriorate or expire rapidly;

  • sealed products unsuitable for return for genuine health or hygiene reasons once unsealed;

  • sealed audio, video or software products once unsealed where applicable;

  • certain digital content supplied after legally required consent and acknowledgement;

  • other products or services specifically excluded by applicable law.

Any exception will only be applied where legally valid for the relevant transaction.

13. Exchanges

If you would like another:

  • size;

  • colour;

  • model;

  • product,

contact:

[RETURNS EMAIL]

Where exchanges are unavailable, you may return an eligible item and place a new order.

14. Cancelling Before Shipment

If you want to cancel an order before shipment, contact:

[SUPPORT EMAIL]

as soon as possible.

If the order has already been shipped, you may use the applicable return and withdrawal procedure.

15. European Union Customers

This section applies to customers in:

Austria, Belgium, Denmark, France, Germany, Greece, Hungary, Ireland, Italy, the Netherlands, Poland, Portugal, Romania, Spain and Sweden.

Consumers retain all mandatory rights available under EU and national consumer law.

Where national law grants greater mandatory protection than this policy, the national protection applies.

16. Norway

Norwegian consumers retain applicable rights under Norwegian consumer law, including the statutory withdrawal regime for qualifying distance purchases and applicable remedies for defective goods.

17. United Kingdom

UK customers retain all mandatory rights under applicable UK consumer law, including statutory cancellation rights for qualifying distance purchases and remedies for goods that are faulty or not as described.

18. Switzerland

Eligible Swiss customers receive our voluntary 14-day change-of-mind return period.

This voluntary policy does not limit mandatory rights under Swiss law.

19. France — Consumer Mediation

Where French consumer-mediation rules apply to our business, the appointed consumer mediator is:

[NAME OF FRENCH CONSUMER MEDIATOR]
[ADDRESS]
[WEBSITE]

This information must be completed with the mediator actually applicable to our business.

MODEL WITHDRAWAL FORM

Complete and return this form only if you wish to withdraw from the contract. You may also send any other clear statement communicating your decision.

To:
[LEGAL COMPANY NAME]
[RETURN ADDRESS]
[RETURNS EMAIL]

I/We hereby give notice that I/We withdraw from my/our contract of sale for the following goods:

Order number:

Ordered on:

Received on:

Name of consumer(s):

Address of consumer(s):

Signature, only if submitted on paper:

Date: