Our returns and exchange policy has been designed to give our customers complete confidence and security when purchasing from our store.
All of our products come with a guarantee against manufacturing defects.
We also accept exchanges if you receive an item that is different from the one you originally ordered.
If you receive a product that is defective or does not match your order, please follow the steps below to request an exchange:
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If more than 7 working days have passed and the product presents a fault or defect, please contact us providing your order number, proof of purchase, the item to be returned, and details of the defect.
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Once we receive your email, your request will be submitted to our quality control team for verification. Their approval is required before any exchange can be processed.
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After the assessment, we will contact you with the outcome and confirm whether an exchange will be arranged.
You may request an exchange within 90 days from the date of receipt of the product. Please note that we are unable to process exchanges or refunds after this period.
Your claim will be reviewed within a maximum of 7 working days. If the issue is confirmed, you will be contacted via email and offered one of the following solutions:
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A full refund of the amount paid.
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A replacement of the same product ordered.
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A product of equivalent value.
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A store credit voucher to use towards future purchases.
In accordance with the Consumer Contracts Regulations, cancellations of online purchases must be requested within 14 calendar days of receipt of the order.
For credit card refunds, our finance department has up to 7 working days to process the request with your card provider. Please note that depending on your provider and billing cycle, the refund may take up to 120 days to appear on your statement.
If a refund by bank transfer is required, it will be issued within a maximum of 10 working days following the quality check. Refunds can only be made to a bank account held in the same name as the one used to make the original purchase.
Please be aware that items returned without prior communication, outside the eligible timeframe, without required documentation (such as the invoice), or missing original labels/tags, will be returned to the customer.
The same applies to returns rejected by our quality control team. In such cases, the product will be shipped back to the customer via recorded delivery, and the cost of shipping will be the customer’s responsibility.
Important: We do not cover the shipping costs for returns, refunds, chargebacks, or exchanges. These costs remain the responsibility of the customer.