Refund policy
Returns (Withdrawal)
Our return policy allows for 14 days for a withdrawal from the contract. To be eligible for a return, the item must be unused and in the same condition that you received it, and it must be in the original packaging. Please note that if the returned item is materially different from how it was originally shipped to the buyer, a restocking fee (depending on the item's condition upon return) may apply.
To initiate a return, please inform our service team by sending an email, and include the order details, receipt, or proof of purchase. If more than 14 days have passed since the purchase, we regret that we are unable to offer a refund or exchange.
Please be aware that certain goods and services are exempt from being returned, such as any services included in the order price, which are non-returnable and will be deducted from the refund amount. These services may include shipping, return label, restocking fee, extended warranty, product sourcing, payment processing service, or return extension.
In addition, gift cards and downloadable products are also non-returnable.
Please note that in certain situations, only partial refunds may be granted, such as for items that are not in their original condition, are damaged, or have missing parts for reasons not due to our error. Any missing or undelivered parts of the order will be subtracted from the refund amount at the current retail price.
Refunds (if applicable)
After receiving and inspecting your returned item, we will notify you via email of the approval or rejection of your refund. Please note that any services included in the purchase price according to the terms of service are non-refundable and will be deducted from the refund amount. These services may include shipping costs, return label, restocking fee, customs duty, extended warranty, product sourcing, payment processing service, and return extension.
If the amount of the refund after all deductions is negative, a debt will arise that you will need to pay. However, if you are approved for a refund, the refund will be processed up to 14 days after confirmation is received, and the credit will automatically be applied to your credit card or original method of payment within a certain number of days.
Late or missing refunds (if applicable)
If you have not yet received your refund, please check your bank account again to confirm. Please note that there may be a processing time before a refund is officially posted. If you have checked and still have not received your refund, please contact our service team for further assistance.
Discounted and free items (if applicable)
If a discount was used, including automatic discounts, coupon codes, or free items, then all parts of the order are considered integral parts of that order. Therefore, you may only return or cancel the entire order, including all discounted and free items.
Cancellation (if applicable)
Our cancellation policy allows for cancellations until the physical item is marked as fulfilled. If your order is marked as fulfilled, unfortunately we cannot offer a cancellation. To be eligible for a refund, you must inform us about the cancellation before the order is shipped. If the order is already in transit, a return request will be made directly to the logistics company on your behalf. If the logistics company allows for the return of a product in transit, the product will be returned to the Authorized Service Center on your behalf. A refund will only be processed after the product is returned, and the return cost will be subtracted from the refund amount.
To cancel an order, please send an email to our service team with your order details. Please note that any services, including shipping, warranty, product sourcing, payment processing service, or return extension, are non-refundable.
Exchanges (if applicable)
If you receive a defective or damaged item and need to exchange it for a similar item, please send us an email at service team and return the item. We will provide instructions on how to proceed with the exchange process.
Please note that we only offer exchanges for defective or damaged items, and not for other reasons such as change of mind or preference.
Alternatively, you may choose to make a return and place a new order if you prefer. Thank you for your understanding and cooperation.
Gifts
If the item you received was marked as a gift when purchased and shipped directly to you, you may be eligible to receive a gift credit for the value of the returned item. Once we receive the returned item, we will issue a gift certificate and send it to you via mail.
However, if the item was not marked as a gift when purchased or if the gift giver had the order shipped to themselves to give to you later, we will issue the refund to the original payment method used to make the purchase. The gift giver will be notified of the refund.
Please note that any shipping and handling fees, as well as any non-refundable services, such as extended warranty or product sourcing, will be deducted from the refund amount.
Shipping
Customers are responsible for covering the shipping costs associated with returning or exchanging their product to an Authorized Service Center. Please note that shipping costs are non-refundable. In addition, any customs duties or other costs that may arise due to shipping from outside the European Union should be covered by the customer if they occur.
If a product is shipped back to us, please provide us with a signed proof of delivery to confirm the returned parcel's identity. If you receive a refund, any costs associated with return shipping, customs duty, return label provided by us, or any other costs will be deducted from your refund.
Please note that the time it may take for your product to reach us may vary depending on your location. If you are shipping an expensive item, we recommend using a trackable shipping service or purchasing shipping insurance. However, please be advised that we cannot guarantee that we will receive your returned item.