EU Right of Withdrawal
EU Right of Withdrawal & Returns Policy
EU Right of Withdrawal
If you are a consumer located within the European Union, you may have the right to withdraw from your purchase within 14 days of receiving your order, without providing a reason.
To exercise your right of withdrawal, you must contact us first by email within the withdrawal period and clearly state your intention to cancel or return your order. Returns sent without prior authorisation may be refused.
The withdrawal period expires 14 calendar days after the day on which you, or a third party nominated by you (other than the carrier), receives the final item in your order.
How to Exercise Your Right of Withdrawal
To initiate a withdrawal, return, or cancellation request, you must contact our customer support team before returning any item.
Your request should include:
- Full name
- Order number
- Email address used for the order
- Details of the item(s) you wish to return or cancel
Once approved, we will provide return instructions.
Return Conditions
To qualify for a refund under the EU Right of Withdrawal:
- Items must be returned within the authorised return period.
- Items must be unused, unworn, unwashed, and in their original condition.
- All original packaging, labels, and tags must be included where applicable.
- Customers are responsible for arranging and paying return shipping costs unless the item is defective, damaged, or supplied incorrectly.
We strongly recommend using a tracked shipping service, as customers remain responsible for returned goods until they are received by our returns facility.
Return Shipping Costs
Unless the item is faulty, damaged, or incorrect, customers are responsible for all return shipping costs.
Original shipping charges are non-refundable where permitted by applicable law.
Any customs duties, taxes, import fees, courier charges, or return shipping expenses incurred during the return process remain the responsibility of the customer.
Restocking Fee
For eligible returns made under the EU Right of Withdrawal, a 15% restocking fee may be deducted from the refund amount to cover handling, processing, inspection, payment processing fees, and restocking costs.
This fee does not apply where prohibited by applicable consumer protection legislation.
Refunds
Once your returned item has been received and inspected, any approved refund will be processed to the original payment method.
Please allow up to 10 business days for inspection and refund processing after receipt of the return.
Depending on your payment provider, it may take additional time for the refund to appear on your account.
Cancellations
Customers wishing to cancel an order must contact us directly.
Orders may be cancelled only until fulfilment has commenced. Once an order has been fulfilled, dispatched, shipped, or entered the shipping process, cancellation requests can no longer be guaranteed and the order will instead fall under the applicable returns process.
Exclusions
The right of withdrawal may not apply to:
- Custom-made or personalised products
- Items produced to customer specifications
- Sealed goods that are unsuitable for return for hygiene or health protection reasons once unsealed
- Digital products or downloadable content once delivery has commenced
- Any products exempted under applicable EU consumer legislation
Important Notice
Failure to contact us before returning an item may result in delays, refusal of the return, or inability to process a refund.
By placing an order, you acknowledge that all return and cancellation requests must be initiated through our customer support team before any goods are returned.