Refund policy

1. Return conditions

Customers may request a return within 30 days of receiving their order.

Returns may be accepted under the following circumstances:

The item received is different from the item ordered.
The item arrives damaged or has a manufacturing fault.
The customer wishes to make a change-of-mind return, provided the item is unused, unassembled, in its original condition, retains its original packaging and includes all supplied accessories.

Custom-made or clearly personalised products are not eligible for change-of-mind returns, as these items are manufactured according to the customer's individual requirements.

2. No direct exchanges

Due to warehouse management, logistics arrangements and inventory control requirements, we do not offer direct product exchanges.

If customers wish to receive a different item, they must:

Return the original item.
Wait for the returned item to be received and inspected, followed by confirmation of the refund.
Place a new order through our website.

This process allows us to inspect returned products and record each new purchase as a separate order.

3. Order cancellations

Customers may request to cancel an order within 24 hours of payment confirmation, provided the order has not yet been dispatched or handed over to the fulfilment centre or freight carrier.

If these conditions are met, the refund will be issued using the original payment method.

Once an order has been dispatched or more than 24 hours have passed since payment confirmation, the order can no longer be cancelled.

In this situation, customers must wait until the order has been delivered before submitting a return request within 30 days of receiving the item.

4. How to request a return or refund

All return and refund requests must be submitted by email.

The request must include the following information:

Order number.
Reason for the return or refund request.
Photographs of the item if it arrives damaged or has a manufacturing fault.

After reviewing the information provided, we will send the return instructions by email.

A return shipping label is included inside the original parcel. Customers will find the return label inside the package when their order arrives.

Once the return request has been approved, customers can use the supplied return shipping label to arrange the return.

5. Return shipping

The return address will be provided by email after the return request has been approved.

For confirmed damaged, faulty or incorrectly supplied items, we will cover the return shipping costs.

For change-of-mind returns, the customer is responsible for the return shipping costs.

Items must be returned complete, properly protected and free from signs of use, assembly or modification.

Customers must send the items back after receiving return approval and follow the return instructions provided by us.

6. Refund processing timeframe

After we receive and inspect the returned item, the refund will generally be processed within 2–6 business days.

Once the refund has been processed, customers will receive confirmation by email.

The inspection includes checking the item's condition, supplied accessories, original packaging, protective materials and whether there are any signs of use, assembly or modification.

7. Refund method

Refunds will be issued using the same payment method used for the original order.

The time required for the refunded amount to appear in the customer's account depends on the processing times of the relevant bank or payment provider.