Refund policy

7. RIGHT OF WITHDRAWAL

7.1. Withdrawal period

Where the User is acting as a consumer, the User has a 14-day cancellation period.

This period begins on the day following delivery of the Products. For Orders involving multiple Products delivered separately, the period begins on the day the last Product is received.

The User may exercise this right without providing any reason.

7.2. Exercising of the right of withdrawal

To exercise the right of withdrawal, the User must notify the Company of their decision to cancel the contract and provide: order number, name and address, products concerned, order date and delivery date.

The Company will acknowledge receipt of the cancellation request and provide return instructions.

Products must be returned within 14 days of notification of withdrawal.

Return shipping costs are borne by the User.

Returned Products must be unopened, in their original packaging, and in a condition suitable for resale. Returns of opened, damaged or incomplete Products may be refused.

7.3. Refunds

Where the right of withdrawal is validly exercised, the Company will refund the purchase price of the Products and the standard delivery costs.

Refunds will be issued within 14 days of receiving the returned Products or proof of return shipment.

Refunds will be processed using the original payment method.

7.4. Exceptions to the right of withdrawal

The right of withdrawal does not apply to:

  • Goods made to the consumer’s specifications or clearly personalised
  • Goods liable to deteriorate or expire rapidly
  • Sealed goods which are not suitable for return for health protection or hygiene reasons once unsealed
  • Goods which become inseparably mixed with other items after delivery.

12. PRODUCTS INSPECTION AND RETURNS

Upon delivery, the User has 14 days to verify that the Products are not damaged and that all components are present.

Such 14-day period starts on the day following delivery of the Products to the User (or any third party mandated). In the event such 14-day period expires on a Saturday, Sunday or a bank holiday, it should be extended until the next business day.

If a Product is damaged or incomplete, the User must contact the Company to arrange an appropriate solution, in accordance with article 15.

The Company will cover the return costs for defective or damaged Products.