Returns and Refunds
1. Right of withdrawal – 14 days
You have a period of 14 calendar days from receipt of your order to exercise your right of withdrawal without giving any reason.
Inform us by e-mail([email protected]) or via the form below; you then have a further 14 days to return the items to us.
Exceptions: opened or unsealed items which, for health or hygiene reasons, cannot be returned (e.g. tobacco products, cigarette packets) are not eligible. Unopened products may be returned.
2. Return procedure
- Notification: send your withdrawal request (Day 0 – 14).
- Preparation: carefully repack items, enclose order number.
- Shipping: return to the address indicated on the return slip.
(by Day 28 at the latest). - Tracking: keep proof of dispatch until you receive your refund.
3. Acceptance conditions
- Unused, undamaged items, original packaging intact.
- Consumables: unbroken seals.
- Any accessory or promotional gift must be returned with the product.
4. Return shipping costs
- Change of mind: return shipping at customer’s expense.
- Error or damaged product: pre-paid DHL label supplied or refund of charges.
5. Refund
Full refund (items + standard delivery charges) within 14 days of receipt of items or proof of shipment. Refunds are made via the same payment method, without penalty.
6. Legal warranty
You benefit from the legal guarantee of conformity (24 months) and the guarantee against hidden defects. Shipping costs are covered if the defect is confirmed.
7. Customer service
| [email protected] |
In the event of non-receipt, we will open a DHL investigation; if the parcel is lost or damaged, we will refund the order or reship a new parcel within 48 hours.
Last update: May 2025
