LEGAL
Returns & Refunds
How withdrawal, returns and defective products are handled.
Last updated: 19 August 202614-day withdrawal
An EU consumer may normally withdraw from the purchase of a standard product within 14 days after receiving it, without giving a reason. Send an unambiguous statement by email with the customer name and order number.
Return deadline and cost
After notifying us, send the product back within 14 days to the registered return address shown below. Unless the product is defective or we agree otherwise, the customer pays the direct return cost. The product may be inspected only to the extent necessary to establish its nature and functioning.
Personalised products
The withdrawal right may not apply to products made to the customer’s specifications or clearly personalised, including custom shapes, graphics or branding. This exception never removes legal rights relating to defective or non-conforming goods.
Refunds
Where withdrawal is valid, payments including the least expensive standard delivery option are refunded using the original payment method within the legal deadline. We may wait until the returned goods or valid proof of return is received.
Model withdrawal statement
You may write: “I hereby withdraw from my contract for order [order number], received on [date]. Customer name and address: [details]. Date: [date].” Send it to the business email shown below.
Damaged, defective or incorrect goods
Contact us promptly with the order number, a description and clear photographs. Do not send a defective item before receiving return instructions. Statutory remedies remain available.
Questions about an order, return or privacy request should include the order number but never card details, passwords or API keys.