EU Right of Withdrawal & Returns Policy
This page applies to consumers based in the European Union. For most goods bought online, EU consumers have a 14-day cooling-off period during which they may withdraw from the purchase without giving a reason. For goods, the withdrawal period normally runs for 14 days from the day the goods are delivered. Statutory exceptions may apply Shipping and transaction fee.
How to exercise your right
Tell us clearly that you wish to withdraw before the 14-day period expires. Complete the form below (button on footer of site) with your full name, the email address used for the order, your order number, the item or items concerned, and your comments. We will reply with the appropriate return instructions.
Returning eligible goods
After notifying us, eligible goods should be returned within 14 days. Unless we agree otherwise or the law requires otherwise, the customer is responsible for the direct cost of returning the goods. Please do not send a return until we provide the correct return instructions. Goods may be inspected, and a deduction may be made for handling beyond what is necessary to establish their nature, characteristics and functioning.
Refunds
Where the right of withdrawal applies, eligible payments, including the cost of standard delivery, will be refunded in accordance with applicable law. We may withhold reimbursement until the goods are received or you provide evidence that they have been returned, whichever occurs first. Refunds are normally made using the original payment method unless otherwise agreed.
Exceptions
The EU right of withdrawal does not apply in every case. Relevant exceptions can include goods liable to deteriorate or expire rapidly, personalised goods, sealed goods that are not suitable for return for health-protection or hygiene reasons once unsealed, and alcoholic beverages where the price was agreed when the contract was made, delivery can take place only after 30 days, and the value depends on market fluctuations outside the trader’s control. Whether an exception applies depends on the product and circumstances.
Faulty, damaged or incorrect goods
Rights concerning faulty, damaged, misdescribed or incorrect goods are separate from the right of withdrawal. Please contact us promptly if there is a problem with your order. Your statutory consumer rights remain unaffected.
Submit an EU Right of Withdrawal / Cancellation Request
Please allow 24–48 hours, Monday to Friday excluding public holidays, for our team to respond.