Contact us before returning goods.
For a return, exchange or order issue, email [email protected] with your order number, affected SKUs, quantity and reason. Photographs of the product and packaging help us review damage, defects or a mismatch with the agreed order.
Damaged, defective or incorrect goods
Please inspect the shipment on receipt and report visible damage, shortages or incorrect items promptly, ideally within 7 days. This reporting request does not limit any rights or claim period that cannot lawfully be excluded. Keep the goods and packaging while we investigate. Depending on the confirmed issue and applicable rights, an agreed resolution may include replacement, repair, a price adjustment or refund.
Changes of mind and exchanges
For business-to-business purchases, change-of-mind returns or exchanges require written agreement. Contact us within 14 days of delivery with your request. Any accepted return must meet the conditions provided in the authorization, such as unused condition, intact packaging and the agreed return window. Customized, personalized or special-order goods may not be eligible for a change-of-mind return once work has begun, subject to applicable law.
Return destination and costs
Do not send goods to the company’s business address without authorization. We provide the correct return destination and instructions for each case. Responsibility for return freight and any applicable charges is explained before the return is agreed. For a confirmed error attributable to us, we discuss an appropriate remedy and the associated necessary costs.
Refunds and cancellations
Approved refunds are made through the original payment method where possible, after the agreed review or return conditions have been met. We confirm the amount and processing status by email. Payment providers and banks control the subsequent posting time. For a cancellation, contact us immediately; the outcome depends on whether procurement, customization or dispatch has already occurred.
Nothing in this policy removes mandatory statutory rights or an available payment-provider dispute process.