Refund policy

1. Return Conditions

Customers may request a return within 14 days of receiving their goods.

For operational and warehouse management reasons, our store does not offer direct product replacements. If customers wish to receive a different item, they must first return the product received and then place a new order through our website.

Returns may be requested under the following circumstances:

The item was delivered damaged.
The item received does not match the order placed.
The customer has changed their mind and no longer wishes to keep the item.

Returned items must meet the following conditions:

The product must not have been used beyond what is necessary to inspect its characteristics and condition.
The product must be returned in the condition in which it was received.
The product must include all original parts and components.
The original packaging should be retained in good condition, where available.
All included accessories, instructions and components must be placed inside the return parcel.

A return shipping label is included inside the original parcel together with the goods. Customers will therefore find the return shipping label inside the package when they receive their order.

2. Return Procedure

To request a return, customers must contact our store during customer service hours and provide the following information:

Order number.
Email address used when placing the order.
Product name or description.
Reason for the return.
Photographs of the product and packaging, if the item arrived damaged or does not match the order placed.

After receiving the request:

We will verify the order information.
We will provide return instructions by email.
Customers must prepare the product for return using suitable packaging.
Customers must use the return shipping label included inside the original parcel.
The parcel must be handed over to the carrier specified in the return instructions.

The product must be carefully protected and packed to prevent damage during return transportation.

3. Order Cancellation

Customers may request to cancel an order within 24 hours of payment confirmation.

Cancellation can only be accepted if the order has not yet entered the preparation, packing or handover-to-carrier stage.

If more than 24 hours have passed since payment confirmation, or the order has already been handed over to the carrier, cancellation can no longer be completed.

In this situation, customers may request a return after receiving the goods by following the procedure outlined in this policy.

4. Return Shipping Costs and Responsibilities

If a return is requested because the product arrived damaged, an incorrect item was delivered, or a defect was identified upon delivery, all return shipping costs will be covered by our store.

If a return is requested for personal reasons, such as a change of mind or a decision not to keep the product, the direct return shipping costs will be the customer's responsibility.

During the return process:

Customers must use the return shipping label included inside the received parcel.
Customers must carefully package the product to protect it during transportation.
Customers must retain the receipt issued by the carrier when handing over the return parcel.

The refund amount may be reduced if the product is returned incomplete, shows signs of use beyond what is necessary to inspect its characteristics and condition, or is damaged due to insufficient packaging during return transportation.

5. Refund Procedures and Processing Times

After receiving and inspecting the returned product, the refund will be processed within 3–6 business days.

The refund will be issued using the same payment method used to complete the order, unless otherwise agreed with the customer.

After the refund has been processed by our store, the time required for the funds to appear in the customer's account will depend on the procedures of the bank, card issuer or payment service provider.

The refund amount may be reduced if the returned product has lost value due to excessive use, damage caused by the customer, or insufficient protection during return transportation.

Once the refund process has been completed, customers will receive an email confirmation.