Returns and complaints
Goods complaints
The goods we dispatch are new, inspected and free of defects.
If, upon receiving the parcel, you notice damage to the package or suspect damage to its contents, we recommend accepting the parcel with reservation. Please include this information in the complaint form.
To initiate a complaint, you need to provide the order number and the e‑mail address used when the order was created. For refunds, it is also necessary to provide your bank account number.
Please describe the defect as accurately as possible. For visible damage, attach photographs clearly showing the issue. This helps us choose the quickest and most appropriate way to resolve the matter.
Detailed information can be found in the terms and conditions.
Withdrawal from the contract
As a consumer, you may withdraw from the contract without giving a reason within 14 days of receiving the parcel. You may withdraw from the entire order or only from selected items.
This right does not apply to purchases made by a business (Company ID).
To identify the order, you must provide the order number and the e‑mail address used when the order was created. For refunds, you need to provide your bank account number.
It is sufficient to exercise the right of withdrawal within 14 days; from that moment, a further 14 days is allowed for returning the goods.
Returned goods must be undamaged, unused and ideally in their original packaging to avoid any reduction in value.
More information can be found in the terms and conditions.
Notice of withdrawal from the purchase agreement