Refund policy
Returns, Refunds and After-Sales Service Policy
Thank you for choosing our store. This policy explains how we handle order cancellations, returns, refunds, and after-sales requests for purchases made through our website.
Nothing in this policy is intended to restrict, exclude, or reduce any mandatory rights granted to consumers under applicable law. Where a statutory consumer right applies, it will take precedence over any inconsistent provision of this policy.
1. Statutory Right of Withdrawal for EU Consumers
Eligible consumers within the European Union generally have a statutory 14-calendar-day withdrawal period for distance purchases, subject to the applicable legal requirements and statutory exceptions.
For goods, the withdrawal period generally begins when the consumer, or a third party designated by the consumer, takes physical possession of the goods.
Consumers who wish to exercise their statutory right of withdrawal should contact us within the applicable period:
Customer Support Email:
📧 do8446379@gmail.com
To help us identify your purchase, please include your order number, product name, and a clear statement that you wish to withdraw from the purchase or return the product.
2. Returning Products
When exercising a statutory right of withdrawal, consumers may generally handle and inspect the goods to the extent reasonably necessary to establish their nature, characteristics, and functionality.
To help prevent damage during transportation, we recommend that customers:
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Keep the original packaging whenever reasonably possible;
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Include relevant accessories, manuals, labels, and accompanying materials;
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Package the product securely for return shipment;
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Keep the shipping receipt and tracking information until the return has been completed.
Where permitted by applicable law, a consumer may be responsible for a reduction in the value of goods resulting from handling beyond what is reasonably necessary to inspect their nature, characteristics, and functionality.
Returns that fall outside a statutory withdrawal right will be assessed according to the applicable law and the circumstances of the relevant order.
3. Return Shipping Costs
Return shipping costs will be allocated in accordance with applicable law and the information provided to the consumer before purchase.
Depending on the circumstances, we may be responsible for return shipping costs, including where:
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We have expressly agreed to cover the return shipping cost;
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Applicable law requires us to bear the cost;
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We failed to provide information required by law concerning return costs; or
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The product was incorrectly supplied, defective, damaged, or otherwise affected by an issue for which we are responsible.
If you believe that a product is defective or that you received an incorrect item, please contact us before sending it back:
We will provide the appropriate return instructions based on your order and circumstances.
4. Damaged, Defective, or Incorrect Products
Please contact us as soon as reasonably possible if your order has one of the following issues:
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The product was damaged during transportation;
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The product appears to have a manufacturing or quality defect;
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You received a product different from the one ordered;
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The product materially differs from the agreed product description.
Please email:
For efficient processing, we recommend including:
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Order number;
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Name of the recipient;
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Product name;
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A description of the issue;
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Photographs or video showing the problem, where appropriate;
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Your preferred contact information.
After receiving the relevant information, we will review the order and circumstances and determine an appropriate solution in accordance with applicable law.
Depending on the circumstances, the available remedy may include a refund, replacement, repair, price reduction, or another legally appropriate solution.
Nothing in this policy affects any mandatory statutory warranty, conformity, or consumer protection rights.
5. Refunds
Once a return, refund, or withdrawal request has been confirmed as eligible, we will process it in accordance with applicable law and the circumstances of the order.
Where required by law, a refund following a valid exercise of the statutory right of withdrawal will generally include the amount paid for the goods and the applicable standard delivery charge.
Where legally permitted, we may wait to issue the refund until we have received the returned goods or until the consumer provides evidence that the goods have been sent back, whichever occurs first.
Refunds will normally be made using the same payment method used for the original transaction, unless another method has been agreed or applicable law requires otherwise.
The time required for the funds to appear in the customer's account may depend on the bank, card issuer, payment provider, or other financial institution. Processing times may therefore vary.
If you believe that a refund has taken longer than reasonably expected, please contact:
6. Return and After-Sales Procedure
Step 1 — Contact Customer Support
For returns, refunds, replacements, order withdrawals, cancellations, or product-related issues, please contact us at:
Please include:
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Order number;
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Product name;
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The type of assistance requested;
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A brief description of the relevant circumstances.
Step 2 — Order Verification
After receiving your request, we will review the information provided and verify the relevant order.
If the product needs to be returned, we will provide the appropriate return address and instructions by email.
Please do not send a product to an address that has not been confirmed by our customer support team.
Step 3 — Return the Product
If a return is required, please follow the instructions provided by our customer support team.
We recommend using a shipping service that provides tracking and keeping the shipping receipt, tracking number, and proof of dispatch until the matter has been fully resolved.
Step 4 — Resolution
Once we receive the returned product or appropriate proof of dispatch, we will continue processing the request based on the order circumstances and applicable law.
Depending on the situation, the resolution may include:
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Refund;
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Replacement;
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Repair;
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Price reduction where legally applicable;
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Another appropriate remedy.
We will communicate the outcome using the contact information provided with your request.
7. Order Cancellation
If you wish to cancel an order, please contact us as soon as possible:
If the order has not yet entered the fulfillment, dispatch, or delivery process, we will make reasonable efforts to accommodate the cancellation request based on the current order status.
If the order has already been dispatched, cancellation may no longer be technically possible. In such circumstances, consumers may still exercise any statutory rights available to them, including a statutory right of withdrawal where applicable.
Because orders may enter the fulfillment process shortly after purchase, customers who wish to request cancellation should contact us promptly after placing an order.
8. Cash on Delivery
Where Cash on Delivery (COD) is offered for a particular country, region, or order, its availability will be determined by the payment options displayed during checkout and the final order confirmation.
For COD orders, payment is generally made to the delivery provider upon delivery in accordance with the amount shown in the order confirmation.
To help ensure successful delivery, customers should provide accurate:
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Delivery address;
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Recipient name;
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Telephone number.
If a COD order qualifies for a refund, we will contact the customer to determine an appropriate refund method, subject to the payment circumstances and applicable legal requirements.
9. Products Subject to Statutory Exceptions
The statutory right of withdrawal does not necessarily apply to every product or transaction. Applicable law may provide exceptions in certain circumstances.
Depending on the nature of the product and the applicable legal requirements, examples may include:
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Products made or customized according to the consumer's specifications;
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Certain sealed products that are unsuitable for return after opening for hygiene or health protection reasons;
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Other categories specifically excluded by applicable law.
Where a statutory exception applies, we will provide the information required by applicable law.
Nothing in this policy is intended to remove or reduce any mandatory consumer rights that cannot legally be excluded.
10. Recommendations Before Submitting an After-Sales Request
To help us process your request efficiently, we recommend that you:
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Contact customer support before returning a product;
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Provide an accurate order number and relevant purchase information;
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Keep shipping and tracking records;
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Package returned products securely;
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Keep original labels, accessories, and packaging whenever reasonably possible;
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Provide clear photographs or videos if a product is damaged or defective;
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Contact us promptly if you receive an incorrect product;
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Submit requests within any applicable statutory or contractual deadlines;
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Do not send products to an unconfirmed return address.
11. Contact Us
If you have questions regarding an order, return, refund, replacement, cancellation, product quality, or any other after-sales matter, please contact our customer support team:
Customer Support
For faster assistance, please include your order number and briefly describe the issue or request in your email.
After receiving your request, we will review the relevant information and respond by email as soon as reasonably practicable.
Thank you for your understanding and for choosing our store.