Returns and refunds

Withdrawal: the law and our extension

As a consumer in the European Union you can withdraw from a distance purchase within 14 days of delivery, with no penalty and no need to explain why.

We go further. Under our own commercial policy you have 30 days from the day the parcel is delivered, and the direct cost of the return shipment is on us. This extra time is a contractual benefit and is added to your legal rights, never in place of them.

Returning a product, step by step

1. Write to us

   Contact our support team with your order number. Telling us the reason is optional.

2. Receive the authorisation

   We check the dates and email you the return authorisation with the instructions.

3. Hand the parcel over

   A courier collects it from your address free of charge.

4. Within 30 days

   The product must reach us within 30 days of the authorisation email.

The deadline is checked against the delivery date recorded by the courier, or against the date you sent us the request.

What state the product should be in

You may examine the product the way you would in a store, to see what it is and try how it works. You are only responsible if it has lost value because it was handled beyond that; in that case the refund is reduced accordingly.

When it comes back, the product should be:

• whole and complete, with every part, accessory and instruction booklet;
• working, clean and without marks of use;
• with any single-use seal still in place and intact;
• in the original box whenever possible.

The refund

Amount	The full price paid for the returned product, delivery charges included where applicable. Discounted purchases are refunded at the discounted price.
Timing	Within 30 days of the day you tell us you are withdrawing. We may wait until the product has arrived and been inspected.
Online payments	To the same card or wallet, and always to the person who paid, even if the parcel was delivered to someone else.
Cash on delivery	By bank transfer to an IBAN of which you are the holder.

Products that cannot be returned

Withdrawal is excluded for:

• sealed products that cannot be returned for hygiene or health reasons once the seal is broken;
• sealed audio or video recordings once opened;
• medical devices, where the law excludes them from returns.

Products made to your specifications — engravings, modifications, special designs — cannot be returned or refunded once the order is confirmed, except when they are defective or arrive visibly damaged through no misuse of yours. In that case let us know within 14 days of receiving them.

A return that does not meet these conditions cannot be accepted. We send the product back to you as soon as you confirm you can receive it, and the cost of that shipment may be charged to you.

Defective products

A fault is a separate matter from withdrawal. The legal guarantee of conformity covers defects that existed at the time of delivery and show up within two years. Describe the problem to us and we explain how repair or replacement works, arranging a courier pick-up at our cost if needed.

When the product reaches us we examine it. If the defect is confirmed, we repair or replace it free of charge within 30 days of receiving it. If it is not, we let you know promptly and you can have it collected at your own cost within 30 days of our notice. None of this affects your statutory rights.

Orders that were never delivered

An order that does not arrive because of a wrong address, or because of exceptional events we could not control, is not considered a withdrawal. We will still look for a solution with you and the courier, and your statutory rights stay as they are.