Returns and refunds

Your right to withdraw

If you are a consumer, European Union law gives you 14 days from delivery to withdraw from the purchase, without penalty and without giving a reason.

On top of that legal right, and as our own commercial policy, we extend the window to 30 days from the date of delivery and we cover the direct cost of returning the goods. This extension is granted contractually and takes nothing away from your statutory rights.

How to start a return

1. Write to customer service quoting your order number, and the reason if you wish to give one.
2. We check that the request is within the window and send you a return authorisation email with the procedure to follow.
3. We arrange a free courier collection at your address.
4. The goods must reach us within 30 days of that authorisation email.

To check that the deadline has been met we use the delivery date shown by the courier, or the date you sent the return request.

Condition of the returned goods

You are free to handle the product as you would in a shop, to understand what it is and how it works. You are liable only for a loss in value caused by handling that goes beyond that, in which case the refund is reduced in proportion.

In practice, the product should come back:

• intact and complete with all its parts, accessories and manuals;
• in working order, free from signs of use and dirt;
• with any single-use seals still attached and untampered with;
• in its original packaging, where that is possible.

Your refund

How much	Everything you paid for the returned product, including delivery costs where applicable. If you bought at a discounted price, the discounted price is refunded.
When	Within 30 days of us being informed of your decision. We may hold the refund until the goods have arrived and been checked.
How, if you paid online	Back to the card or wallet used, and always to the person who made the payment, even if someone else received the parcel.
How, if you paid on delivery	By bank transfer. Send us an IBAN of which you are the account holder.

When a return cannot be accepted

The right of withdrawal does not apply to:

• sealed goods unsuitable for return for health or hygiene reasons, once unsealed;
• sealed audio or video recordings, once unsealed;
• medical devices, where the law excludes their return.

Customised products, including engraving, modifications or special design requests, cannot be returned or refunded once the order is confirmed, unless the product is defective or visibly damaged for reasons not caused by improper use. In that case, contact us within 14 days of receiving it.

If goods come back without the conditions above being met, we cannot accept the withdrawal. We will return the product to you once you confirm you can receive it, and we may charge the resulting shipping costs.

Faulty or non-conforming products

Separately from withdrawal, the legal guarantee of conformity covers defects that existed at delivery and appear within two years of it. Tell us what is wrong and we will explain how repair or replacement works; where needed we arrange collection by courier at our expense.

Once we receive the product we assess the fault and, if it is confirmed, repair or replace the goods at our expense within 30 days of receiving the return. If the assessment is negative we tell you promptly, and you can collect the product at your own expense within 30 days of that notice. Your statutory rights are unaffected either way.

Undelivered orders

If an order never arrives because the address given was wrong, or because of exceptional circumstances outside our control, this is not treated as a withdrawal. We will still work with you and the courier to find a solution, and your statutory rights remain untouched.