Right of withdrawal

An eligible consumer in the European Union or European Economic Area normally has 14 days from receipt of an online order to notify the seller of a decision to withdraw, subject to applicable exclusions and local law. Business customers do not automatically receive this statutory consumer right.

Send a clear withdrawal statement through the approved support channel before the applicable deadline. Include your name, order number, contact details, the affected products and the date the order was received. A reason is not required for a statutory withdrawal.

After the notice is reviewed, we will provide the applicable return instructions and confirmed destination. The customer is responsible for the product until it reaches the approved return destination.

The right may not apply, or value may be reduced, where permitted by law, including for products made to specification, products liable to deteriorate rapidly, or sealed products not suitable for return after opening for health-protection or hygiene reasons. The exact assessment depends on the product, seal, condition and applicable law.

Where withdrawal is valid, refunds are handled in accordance with mandatory law and the confirmed return process. The original payment route is normally used unless another method is agreed or legally required. Return costs and any permitted deduction for diminished value are assessed under the applicable rules.

A damaged, missing or incorrect item is not handled only as a change-of-mind withdrawal. Contact support promptly with the order reference and evidence so the fulfilment issue can be reviewed.