Refund policy

Refund and Returns Policy

The Store is committed to customer satisfaction. If you have purchased a product from our online shop and, upon receiving it, it does not meet your expectations or is faulty, we guarantee your right to request an exchange or refund under the following conditions.

1. Faulty Product

  • The period to request an exchange or refund is 30 (thirty) calendar days from the date of receipt of the product.

  • The first step is to contact our Customer Service Centre, where you will receive all necessary instructions for the return.

  • Once our team receives the returned item, it will be inspected to confirm it meets the criteria for an exchange or refund. After verification, you may choose one of the following options:

    • Exchange: for any other product available in our stock.

    • Refund: a full refund of the amount paid for the product.

  • The Store is not obliged to accept exchange or refund requests for products returned without prior communication, outside the established timeframe, or missing any included accessories.

  • In accordance with consumer protection regulations, the Store has up to 30 calendar days from receipt of the returned item to assess the request and verify compliance with this policy. If approved, a new product will be dispatched to the customer.

2. I received the product, it is faulty, and I want to exchange it

The Store always strives for total customer satisfaction. If you have received a product that meets the conditions described above, please contact us by email stating:

  • Full name

  • Order number

  • Email used for the purchase

  • Description of the issue

You can also contact our Customer Service Centre via the channels available at the bottom of the website.

3. Do I have to pay for the exchange?

It depends on the case. Each situation is assessed individually to find the best solution.

  • If the product arrived damaged or faulty: All return and shipping costs for the exchange will be covered by the Store.

  • If the exchange is requested due to personal dissatisfaction (e.g. colour or preference): Shipping costs will be the responsibility of the customer.

4. How long does the exchange take?

Once we receive the returned product, the shipping process for the new order will begin.

  • The delivery time for the replacement product can be between 35 to 45 working days, depending on the destination and logistical processes.

  • A new tracking code will be sent to the customer.

5. I missed the deadline for the exchange

Unfortunately, we cannot accept requests made outside the established timeframe.

  • After 14 days from receiving the order, the purchase is no longer eligible for an exchange.

  • We recommend inspecting the product immediately upon receipt.

6. I didn’t like the product but I want another one from the shop

Yes, it is possible to exchange it for another product. Simply contact our Customer Service Centre and provide:

  • The link to the new product

  • Desired colour or size

If the new product has a higher price, the difference must be paid. If it has a lower price, the difference will be refunded. For this type of exchange, shipping costs to the logistics centre are at the customer's expense, unless the product is faulty.

7. I have changed my address

Yes, you can update your address. Just inform us when requesting the exchange so we can update the shipping details.

8. I want to cancel my order but it has already been dispatched

If the order has already been dispatched, you can refuse the delivery when it arrives at your home. The parcel will be returned to our warehouse and the refund will be processed once it is received.

Any questions? Our customer service is available 24/7 and typically responds within a few hours.