Refund policy

Right of Withdrawal

Unless the agreement is exempt from the right of withdrawal, the customer has the right to withdraw from the purchase in accordance with applicable consumer protection laws.

The customer must notify the seller of the decision to exercise the right of withdrawal within 14 days from the commencement of the withdrawal period. The withdrawal period includes all calendar days. If the final day falls on a Saturday, public holiday, or other non-working day, the deadline is extended to the following working day.

The withdrawal deadline shall be deemed met if the notification is sent before the expiry of the withdrawal period. The customer bears the burden of proof that the right of withdrawal has been exercised, and therefore it is recommended that the notification be made in writing (e.g., using the withdrawal form, email, or letter).

The withdrawal period begins:

• For purchases of individual goods: on the day following receipt of the goods.
• For subscriptions or agreements involving regular delivery of goods: on the day following receipt of the first delivery.
• For orders consisting of multiple deliveries: on the day following receipt of the final delivery.

If the seller fails to provide information on the right of withdrawal and the standard withdrawal form prior to conclusion of the agreement, the withdrawal period is extended by up to 12 months after the original withdrawal period expires. The same applies if the seller fails to provide information about the terms, conditions, time limits, and procedures for exercising the right of withdrawal. If the seller subsequently provides the required information within this extended period, the withdrawal period expires 14 days after the customer has received the information.

When exercising the right of withdrawal, the customer must return the goods to the seller without undue delay and no later than 14 days from the date the withdrawal notice was provided. The customer is responsible for the direct cost of returning the goods unless otherwise agreed or unless the seller has failed to inform the customer that such costs must be borne by the customer. The seller may not charge any fees for the customer’s exercise of the right of withdrawal.

The customer is permitted to handle or inspect the goods to the extent necessary to determine their nature, characteristics, and functioning. If such handling or inspection exceeds what is reasonable and necessary, the customer may be liable for any reduction in the value of the goods.

The seller shall refund all payments received from the customer without undue delay and no later than 14 days after having received the withdrawal notice. The seller may withhold the refund until the goods have been returned, or until the customer has provided documentation confirming that the goods have been returned.

You may download our withdrawal form here.