Right of withdrawal

How to use your right of withdrawal - step by step

1. Go to your order

Find the order confirmation in your email and click on the link to the order status, or log in to your profile on the website and go to your order history.

2. Start return

Select "Return items" on the order, mark which products you want to return, and select a reason. Follow the instructions to complete the return request.

3. Wait for approval

We will process your return request and send you approval with return instructions by email. Do not send the item before you have received approval from us.

4. Pack and ship

Once you have received approval, pack the item securely and send it to the return address shown in the return instructions, no later than 14 days after you received approval. Keep your receipt/proof of tracking. You are responsible for the return shipping costs.

5. Refund

We will refund the price of the goods no later than 14 days after we have received and approved the return. Shipping costs (neither to you nor back to us) will not be refunded.

Who pays the return shipping?

You are responsible for covering the return shipping costs. Shipping costs to you will not be refunded upon return. If we have not clearly informed you of this prior to purchase, you are not obligated to cover the return shipping costs.

Deadlines (detailed)

Goods: 14 days from the day after you received the goods (for partial deliveries: from when you received the last shipment).
Services: 14 days from the day after the agreement was entered into.
Lack of information: If you have not received the legally required information/cancellation form, the deadline may be up to 12 months + 14 days. If you receive the correct information afterwards, a new 14-day deadline will start from that date.

Product condition

As a customer, you can examine the item as you would in a store. Use beyond this may result in a value deduction. We always let you know if we are considering a deduction, with justification.

Exceptions to the right of withdrawal

You do not have the right of withdrawal on e.g:

Sealed goods for health/hygiene reasons when the seal is broken (e.g. fragrances that have been opened).
Customized/manufactured products.
Services on a specific date (e.g. course/event).

These are standard exceptions in the law.

Repayment

We only refund the price of the goods. Shipping costs are not refundable.
Refunds will be made to the same payment method you used for the purchase, unless otherwise agreed.
We may withhold payment until the goods have been received and approved by us.