Return & Replacement Policy
Last updated: January 23, 2026
This Return & Replacement Policy explains how returns, withdrawals, refunds, and replacements work for purchases made on this website.
This webshop is operated by the legal entity and operator details listed on our Imprint page. For support, please use our Customer Service page.
This policy is a store policy and applies in addition to any mandatory rights that apply in your country of residence. For full terms, please see our Terms & Conditions.
1. Right of withdrawal (14 days)
You have the right to withdraw from your purchase within 14 calendar days without giving any reason.
The withdrawal period ends 14 days after the day you (or a third party nominated by you) receive the goods.
2. How to withdraw
To exercise the right of withdrawal, you must inform us of your decision by an unequivocal statement. Please contact us via our Customer Service page and include your order number and the items you wish to return.
3. Return authorisation and return instructions
We may require a return authorisation (return reference) before a return is sent. If we provide return instructions, you must follow them.
Returns sent without following our return instructions may be delayed or returned to sender.
4. Return deadline
You must send back the goods without undue delay and in any event no later than 14 days from the day you communicate your withdrawal to us. The deadline is met if you send back the goods before the 14-day period expires.
5. Return shipping costs and responsibility
You bear the direct cost of returning the goods unless we agree otherwise.
You are responsible for the return shipment until it reaches us. We strongly recommend using a tracked return service, adequate packaging, and keeping proof of shipment.
Returns must be packaged securely. We are not responsible for damage caused by insufficient packaging.
Evidence of sending may include a carrier receipt, tracking number, or other proof showing the return was handed over to a shipping provider.
6. Condition of returned goods
Returned goods must be sent back in a condition that allows us to inspect them. Items should be returned with original packaging where possible.
You are responsible for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods (for example: missing parts, damaged packaging beyond reasonable inspection, or signs of use).
Returns should include all items originally supplied (including any components, inserts, accessories, and promotional items where applicable).
7. Refunds
If you withdraw, we will reimburse all payments received from you, including the costs of standard delivery (excluding any extra costs if you chose a more expensive delivery method).
We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is earlier.
Processing time: After we are entitled to issue a refund (for example, once we have received the return or acceptable evidence of sending), we may take up to 10 business days to process the refund.
After we approve and process a refund, the time it takes for funds to appear in your account depends on your payment provider and bank and may take additional business days.
Refunds are made to the original payment method unless otherwise agreed.
8. Damaged, wrong, missing, expired or faulty items
Please inspect your delivery upon arrival.
Please report wrong items or missing items within 7 days of delivery.
If products are damaged, wrong, missing, expired, or faulty, contact us via Customer Service as soon as reasonably possible and include your order number and photos of the outer packaging and the product(s), where relevant.
Please keep the outer packaging and all packing materials until the case is resolved. This may be required for carrier claims and to assess damage in transit.
We reserve the right to replace any damaged, expired, or faulty product, or to issue a refund or store credit where appropriate. Where appropriate, we may request the original item to be returned for inspection before a replacement is shipped or a refund/credit is issued.
9. Cancellations before dispatch
If you contact us to cancel before dispatch, we will try to stop shipment. If you request cancellation after we have started processing your order (for example: payment checks, picking/packing, creating shipping labels, reserving stock, or handover preparation), a €20 administration fee may be applied to cover processing and handling (charged or deducted from any refund). This fee applies at most once per order and does not apply where cancellation is due to our error.
Processing is considered started once picking/packing has begun and/or a shipping label has been created.
If the order has already been dispatched, cancellation is no longer possible and the withdrawal/return process in this policy applies.