Returns & Exchanges
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
Complaints about incorrect or damaged / defective products must be submitted within 30 days of receipt of the product. In the case of packages lost in transit, all claims must be submitted no later than 30 days after the estimated date of delivery. If the error is caused by the activities of our company or our own partners / subcontractors, we will refund your purchase in full.
Unfortunately, we do not offer the option to return products that are not damaged or defective or incorrect. However, we offer the opportunity for product exchange, which is described in more detail below.
Unclaimed & missing deliveries
Wrong address: If the address provided by the customer is considered insufficient by the mail carrier, the shipment will be returned to us. If the customer wants the shipment to be resent to another address, he is responsible for the costs of the re-shipment, unless the non-delivery is due to the faulty operation of the mail carrier. If the customer no longer wants the shipment he has ordered, we will reimburse the price of the products paid by the customer, but we will not reimburse the customer’s shipping costs. If we offered the customer a free shipping (meaning no shipping costs were charged at the checkout), we will charge a flat rate shipping fee of 9,90€ (or an equivalent amount in the customer’s currency).
Unclaimed shipments: The customer is responsible for the delivery costs of re-sending unclaimed shipments.
Product exchanges: The customer must contact us if he wishes to exchange the product for another.
We do not have a sales warehouse, so we do not accept returns for products that have no fault in them as we would have to discarded them after a couple of weeks due to lack of space. Instead of the actual product exchange, we offer the opportunity to purchase new replacement products at 50 percent off the retail price. In this case, the customer may keep the products of his original order and, if he wishes, donate or resell them. The customer pays the shipment for the replacement products, unless the total value of the new order exceeds the total amount of € 70 entitling to free delivery.
For products damaged during transport, we primarily aim to supply new, replacement products. If this is not possible, we will refund the price of the customer’s order in full.
Products ordered for obvious fraudulent purposes will not be refunded or exchanged.
To return your incorrect or damaged or faulty product, you should mail your product to the return address printed on the packaging. Or you can always ask us for a return address: firstname.lastname@example.org.
Please notice that you will be responsible for paying for your own shipping costs for returning your item. We will refund your shipping costs only if the items received were faulty or did not match your order. In such a case, we refund up to 25 € of return shipping costs for each request.
Please bear in mind that we will issue refunds only after we have received and inspected the returned products.