Returns & Refunds

Returns & Refunds

Returns & Refunds Policy

We strive to ensure every order meets your expectations. However, if something is wrong, we handle returns and refunds in accordance with applicable laws and our fair B2B policy. Please read this policy carefully before placing an order.

1. General Return Conditions

Returns are accepted only for defective, damaged, or incorrect items. Due to the nature of wholesale/B2B transactions, we do not offer a general "change of mind" return right unless required by mandatory consumer law in your country.

Custom-made, personalized, or clearly customized products are non-returnable unless defective.

2. EU/EEA Consumers (B2C)

If you are a consumer in the European Union or EEA and purchased as an individual (not for business), you have the right to withdraw from the contract within 14 days from receipt (Directive 2011/83/EU).

  • Notify us in writing within 14 days
  • Return goods in original condition, unused, with tags/packaging
  • Return shipping costs are borne by the buyer (unless item is defective)

3. Defective, Damaged or Incorrect Items (All Customers)

If you receive defective, damaged during transit, or incorrect products, please report within 7 days of receipt (or as soon as reasonably possible).

  • Photos of the issue required
  • We cover return shipping for proven defects/damage
  • Options: replacement, repair, or full refund (at our discretion)

4. How to Start a Return

All return requests must be submitted via email — this helps us process your case quickly and keep full documentation.

Please include in the email:

  • Order number
  • Item(s) details and quantity
  • Reason for return (defect / wrong item / etc.)
  • Clear photos of the issue / packaging
  • Your contact details

5. Refund Process & Timing

Once we receive and inspect the returned goods (or approve photos for defective items), we process refunds within 7–14 business days.

  • Refund to original payment method
  • Original shipping fees are non-refundable (unless fault is ours)
  • Customs duties/taxes paid by buyer are non-refundable

USA customers: We follow FTC guidelines for returns.
EU customers: Minimum 2-year legal guarantee for defects (Directive 1999/44/EC, now Consumer Goods Directive).

6. Important Notes

  • Returns without prior approval via email will not be accepted
  • Goods must be returned in resalable condition (unless defective)
  • We reserve the right to refuse returns that do not comply with this policy
  • For bulk/wholesale orders, returns are handled case-by-case