Refund policy

Legal 14-day right of withdrawal

You have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason.

If your order contains multiple products that are delivered separately, the 14-day period begins on the day you receive the last product.

To exercise your right of withdrawal, log in to your customer account and select the relevant order.

Please do not return any product before your return request has been registered through your customer account. We work with multiple fulfillment centers, so the return must always be sent to the correct address provided in the return instructions.

Products returned without a previously registered return request may not be accepted.

30-day satisfaction guarantee

In addition to the legal 14-day right of withdrawal, we offer a 30-day satisfaction guarantee.

This means that you have 30 days from receiving your order to start a return or refund request through your customer account.

The 30-day money-back period begins on the day the product is delivered to you. The 30 days are calendar days, including working days, weekends and public holidays.

The 30-day satisfaction guarantee applies according to the conditions set out in this policy.

How to start a return, refund or cancellation request

To start a return, refund or order cancellation request, log in to your customer account and select the relevant order.

From there, you can manage your request directly through your customer account, without needing to contact customer support by email or through a contact form.

You may request to cancel an order as long as it has not yet been handed over for shipping. If the order has already been shipped, cancellation is no longer possible. In this case, you may start a return or refund request through your customer account after receiving the order.

Please do not return any product before your request has been registered through your customer account and before you have received the necessary return instructions.

Return deadline

After notifying us of your decision to withdraw, or after your return request has been approved, you have 30 days to send the product back by following the instructions provided through your customer account.

The deadline is met if you hand the product over to the courier or postal service before the end of the indicated period.

Return conditions

To be eligible for a refund, the product must be returned in its original packaging and, where applicable, with its seal or protective packaging intact, except in cases covered by our 30-day satisfaction guarantee.

You will need your order number and purchase details so that we can identify your order correctly.

If you purchased multiple units of the same product, a refund can only be requested for products that are eligible for return.

You are not entitled to a refund for multiple opened or used units of the same product. For example, if you ordered 2 items, opened or used both of them and then requested a refund, under our 30-day satisfaction guarantee we may only provide a refund for a maximum of 1 eligible unit.

To prevent abuse and fraud, if you purchased multiple units of the same product, the 30-day satisfaction guarantee may be applied to 1 opened or tried unit, while any additional units must be returned unopened and unused in order to be eligible for a refund.

Example: if you ordered 2 units of the same product and would like to return both, but one of the units has been opened or used, we may only refund the unit that is eligible under our guarantee. If the total value of the 2 products was €59.80 and the price of 1 unit was €29.90, the refund amount for the products will be €29.90.

The prices shown in this example are for illustration purposes only and may vary from order to order and from promotion to promotion. For the purpose of calculating the refund, we always use the prices valid at the time of purchase, taking into account any discounts, promotions or offers applied to the order.

Return shipping costs

The direct cost of return shipping is the responsibility of the customer, except in cases where the product received is defective, damaged or incorrect.

We cannot accept returns sent with cash on delivery.

Refund of original shipping costs

In the case of an approved withdrawal or return, we will also refund the standard shipping cost paid at the time of the order, where applicable.

Any additional costs related to premium, express or other shipping services that are more expensive than the standard shipping option are not refundable.

Any payment fees or cash-on-delivery handling fees are not refundable, unless otherwise required by applicable law.

Damaged, defective or incorrect products

Please inspect your order upon delivery. If the product is defective, damaged or if you received the wrong product, please start a request through your customer account as soon as possible so that we can assess the issue and provide an appropriate solution.

Exceptions / non-returnable items

We cannot accept returns in the following cases:

• opened or used products that are not suitable for return for hygiene or health protection reasons, except as provided under our 30-day satisfaction guarantee;
• sealed products that have been opened after delivery, where the seal is required for hygiene or health protection reasons;
• perishable products or products with a short expiry date;
• products made to order or clearly personalised products;
• gift cards.

Exchanges

The fastest way to receive a different product is to return the product you purchased and, once the return has been accepted, place a separate order for the new product you would like.

Refunds

We will notify you once we have received and inspected your return, and we will let you know whether the refund has been approved.

If approved, the refund will be issued within 30 days of receiving the returned package, while respecting the deadlines required by applicable law.

Where possible, the refund will be issued to the same payment method you used when placing the order.

If the payment was made in cash or by card upon delivery, the refund may be issued by bank transfer or by another method available in your market.

Please note that after the refund has been issued, it may take additional time for your bank or card issuer to process and post the amount.