Template — to be reviewed by the store owner and legal counsel before going live.
Right of withdrawal (14 days)
If you are a consumer in the EU, you generally have the right to withdraw from your purchase within 14 days without giving any reason. The withdrawal period expires 14 days after the day on which you, or a third party you indicated (other than the carrier), take physical possession of the goods. For orders delivered in several parts, the period begins when you receive the last item.
How to withdraw
Inform us of your decision by a clear statement — for example by email to [email protected] or through our contact form — including your name, order number and the items concerned. You may use the EU model withdrawal form, but it is not obligatory. It is sufficient to send your communication before the withdrawal period expires.
Returning the goods
Please send the goods back without undue delay and no later than 14 days after informing us, to: [RETURN ADDRESS]. Unless we state otherwise at the time of your request, you bear the direct cost of returning the goods. You are only liable for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.
Refunds
We will reimburse all payments received from you, including the standard delivery costs (but not supplementary costs if you chose a more expensive delivery method such as Express), without undue delay and no later than 14 days from the day we are informed of your withdrawal. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent them back, whichever is earliest. We will use the same means of payment you used, unless expressly agreed otherwise.
Exceptions
The right of withdrawal may not apply in limited cases defined by law — for example goods made to your specifications or clearly personalised, or sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed after delivery. Most products in our catalogue are standard goods and are covered by the right of withdrawal. Where an exclusion applies, we will indicate it clearly on the product page.
Faulty or non-conforming goods
Independently of the right of withdrawal, you have statutory rights if goods are faulty or do not conform to the contract — generally for at least two years from delivery under EU law. Depending on the situation you may be entitled to repair, replacement, a price reduction or a refund. Please contact us with your order number and a description (photos help). These rights are not limited by this policy. See also Consumer Rights.