Returns & withdrawal

Returns & right of withdrawal

As a consumer you have a statutory 14-day right of withdrawal on orders placed in our online shop. Below you will find the full withdrawal policy and the model withdrawal form, plus how to reach us about damaged or incorrect items.

Returns overview

How returns work

Consumer right

Right of withdrawal

The following applies to consumers, i.e. any natural person who concludes the contract for purposes that are predominantly outside their trade or profession.

Right of withdrawal

You have the right to withdraw from this contract within 14 days without giving any reason.

The withdrawal period is 14 days from the day on which you, or a third party named by you other than the carrier, takes possession of the goods (or, for an order of several goods delivered separately, the last goods).

To exercise your right of withdrawal, you must inform us by means of a clear declaration (e.g. a letter sent by post or an email) of your decision to withdraw from this contract. You may use the model withdrawal form below, but it is not obligatory.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Consequences of withdrawal

If you withdraw from this contract, we will reimburse all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the cheapest type of standard delivery offered by us), without undue delay and no later than 14 days from the day on which we are informed about your decision to withdraw.

We will use the same means of payment that you used for the original transaction, unless expressly agreed otherwise; in no event will you incur any fees for this reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied proof that you have sent them back, whichever is the earliest.

You must send back or hand over the goods to us without undue delay and in any event no later than 14 days from the day on which you communicate your withdrawal. The deadline is met if you send the goods before the 14-day period has expired.

You bear the direct cost of returning the goods. For goods that cannot normally be returned by post due to their nature (e.g. bulky equipment sent by forwarder), this cost is estimated at the carrier’s actual charge; we will gladly tell you the expected amount on request.

You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish their nature, characteristics and functioning.

Exclusions

The right of withdrawal does not apply, among other cases, to contracts for the supply of goods made to the consumer’s specifications or clearly personalised, and to sealed goods which are not suitable for return for reasons of health protection or hygiene if they were unsealed after delivery. Statutory exceptions remain unaffected.