Refund policy

Return window and first step

A customer may submit a return request within 30 days after delivery, unless mandatory local law gives a different right. The customer must contact support before sending any item back. This allows the order to be identified, the correct return instructions to be provided and the parcel to be linked to the original purchase.

Sending a product back without prior instructions can delay inspection or make the parcel impossible to identify. A return request should include the order number, checkout email, delivery country, item concerned, color, reason for return and photos when the product is damaged, defective or incorrect.

Condition of returned products

Returned products should be unused, clean, complete, undamaged after delivery and returned with original packaging where reasonably possible. A product that shows signs of use, hygiene concerns, missing parts, customer-caused damage, altered packaging or unidentifiable order details may be refused or partially refunded where allowed by law.

Customers should pack the item carefully. Damage caused during the return because of poor packaging may affect the refund if the product cannot be resold or inspected properly.

Damaged, defective or incorrect items

If an item arrives damaged, defective or different from the order, the customer should contact support as soon as possible with clear photos of the product, packaging, shipping label when relevant and a short explanation. Support will review the case and may offer replacement, refund, return instructions or another legally appropriate solution.

The customer should not discard the product or packaging before support has reviewed the case, because carriers or fulfilment partners may request evidence for investigation.

Inspection and approval

After a return is received, it may be inspected to confirm the order, condition, completeness and eligibility. Approval is not automatic simply because a parcel was sent. If the return meets the policy and applicable law, a refund is issued to the original payment method. If there is a problem, support may request additional information or explain the reason for refusal or partial refund.

Refund method and timing

Approved refunds are issued to the original payment method used at checkout. The store can submit the refund, but the final appearance on the customer’s statement depends on the payment provider, card issuer or bank. Processing times may vary. If the original payment method is closed or unavailable, the customer may need to contact the payment provider.

Shipping, duties and return cost

Free tracked outbound delivery may be available for supported destinations. Return shipping costs are normally paid by the customer unless the return is due to a defective, damaged or incorrect item, or unless mandatory law requires otherwise. Original shipping fees, duties or country charges are refunded only when required by law or when the full order is returned under an eligible withdrawal right.

Exchanges and color changes

Direct exchanges are not guaranteed. If a different color or product is wanted, support may recommend returning the original order and placing a new one, depending on stock, market availability and payment status. If an order has not yet been prepared, support may review whether a color change is possible, but changes cannot be guaranteed.

Non-returnable or limited cases

• Items returned without enough information to identify the order.
• Items damaged by misuse, accident, improper care or customer handling after delivery.
• Items missing parts, packaging or accessories necessary for inspection.
• Items returned outside the return period unless mandatory law requires acceptance.
• Any case where accepting the return would conflict with hygiene, safety or legal requirements.