Return policy
Return process
Registering a return
Customers can register a return within the applicable return period via our returns portal or by email.
Assessment and instructions
After registering a return, you will receive clear instructions on how to return the product, including the return address. This address may differ depending on the country of shipment.
Processing
As soon as we have received the returned product, we will assess its condition. If the product is unused and in its original condition, the purchase price will be refunded within 14 days.
Costs and responsibility
Return costs
Within the EU, return costs are generally borne by the customer, unless the product is defective or incorrectly delivered. This is clearly stated in our terms and conditions.
International returns
Return costs for international orders may be higher. We will inform you of this in advance. Depending on the situation and the costs, it may in some cases be more efficient to let you keep the product or to offer a partial refund.
Responsibility during the return shipment
You are personally responsible for carefully packing and shipping your return package. In the event of loss or damage during the return shipment, the risk lies with you, unless otherwise agreed.
Custom products and hygiene products
For certain products, such as custom-made items or products for which an exception applies for hygienic reasons, the right of withdrawal may be excluded. This is clearly stated on the relevant product pages.
Complaint handling
Procedure
You can submit complaints via email or the contact form on our website. We aim to process and resolve complaints within 5 working days.
Disputes
Customers within the EU can submit disputes to an independent dispute resolution body, if applicable.
Transparency and communication
Clear information
Our full return policy can be found in our terms and conditions and on the returns page of our webshop.
Customer service
Do you have any questions or need help returning a product? Please feel free to contact our customer service. We are happy to help.
Important
We strive to keep our return policy in accordance with the applicable legislation in the customer's country. For international returns, we inform customers about possible additional costs, such as import duties or VAT, if applicable.