Right of Withdrawal
If you purchase as a consumer, you have the right to withdraw from your purchase within 14 calendar days, without giving any reason and without incurring any penalty, provided that the product is not included in any of the legally established exceptions.
The withdrawal period begins on the day on which you, or a third party designated by you other than the carrier, receive the order.
If the order is delivered in multiple shipments, the withdrawal period will begin on the day the last product is received.
How to Exercise Your Right of Withdrawal
To exercise your right of withdrawal, you must notify us of your decision in a clear and unequivocal manner before the legal 14-calendar-day period expires.
You can do so by using the online withdrawal form available on this page. Once your request has been submitted, you will receive a confirmation email acknowledging receipt.
The form allows you to submit your withdrawal request easily while providing proof of the date and time of submission.
We will then review your request and provide you with the necessary instructions for returning the products and, where applicable, processing the corresponding refund.
Information Required to Process Your Request
To process your request correctly, you must provide the following information:
- Full name.
- Order number.
- Email address used for the purchase.
- The product or products for which you wish to exercise your right of withdrawal.
- Date of receipt of the order.
- Your preferred contact method so we can send confirmation and further instructions.
Providing the reason for the return is optional and is not required in order to exercise your right of withdrawal.
Returning the Products
Once you have notified us of your decision to withdraw, you must return the products without undue delay and, in any event, no later than 14 calendar days from the date on which you informed us of your decision.
The products must be returned in good condition, complete and, whenever possible, with their original packaging, accessories, instructions and documentation.
The customer may return the products either by shipping them to the address we provide or by delivering them to our physical store, following the instructions provided by our team.
Returns sent freight collect will not be accepted unless expressly authorized by us in advance.
The customer shall be responsible for any reduction in the value of the products resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.
Return Costs
If the customer withdraws from the purchase for personal reasons, meaning the product is not defective, there is no error in the order and the customer simply no longer wishes to keep it, the direct costs of returning the products shall be borne by the customer.
If the return is due to an error attributable to the store, a defective product, damage during transport or lack of conformity, the return costs shall not be borne by the customer.
Refund
If the withdrawal complies with the applicable legal requirements, we will reimburse all payments received for the products subject to withdrawal, including, where applicable, the standard delivery costs corresponding to those products.
Any additional costs arising from the customer’s choice of a delivery method other than the standard or least expensive option offered by our store will not be refunded.
The refund will be made using the same payment method used for the original purchase, unless another method has been expressly agreed upon.
We may withhold the refund until we have received the returned products or until the customer has provided proof of having returned them, whichever occurs first.
When the Right of Withdrawal Does Not Apply
The right of withdrawal does not apply in the cases provided for by law, including but not limited to:
- Products made to the customer’s specifications or clearly personalized.
- Products that are liable to deteriorate or expire rapidly.
- Sealed products that are not suitable for return for health protection or hygiene reasons and that have been unsealed after delivery.
- Products which, after delivery, have been inseparably mixed with other items due to their nature.
This withdrawal policy does not limit the rights granted to consumers in the event of a defective product, damage during transport, an incorrect order or any lack of conformity.
In such cases, the issue will be handled in accordance with the applicable consumer protection and warranty legislation, and we will provide the appropriate solution depending on the circumstances.
Once you have submitted the withdrawal form, you will receive a confirmation email acknowledging receipt of your request.
We will then inform you of the steps required to return the products and, where applicable, process the corresponding refund.
