1. Right of Withdrawal

In accordance with applicable consumer protection law, a Customer making a purchase in our online store has the right to withdraw from a distance contract without giving any reason within 14 calendar days from the date of receiving the order.

To exercise the right of withdrawal, the Customer should submit a clear statement of withdrawal via the return form available on the store's website.

The form can be found in the website footer, ready to fill out immediately after entering the "Return Form" tab.

After correctly submitting the form, the Customer will receive an automatic confirmation email at the address provided in the request, acknowledging receipt of the return request along with further instructions.

2. Return Procedure

To make a return, the Customer should:

1. fill out the return form available in the store's website footer,
2. indicate the order details and the products covered by the return,
3. submit the form via the website,
4. wait for a confirmation email acknowledging receipt of the return request along with instructions for returning the product,
5. send the product to the address indicated in the email with return instructions.

The return form allows the Customer to submit a withdrawal statement in a simple way, without prior contact with Customer Service.

The product should be returned undamaged, complete and, if possible, in its original packaging.

The Customer bears the full and direct costs of returning the goods. The store does not provide a return label or cover the cost of sending back the product in case of withdrawal.

3. Refunds

Upon receiving and inspecting the shipment, we will refund all payments received from the Customer for the returned goods, as well as the cost of the cheapest standard delivery method offered by our store at the time of placing the order.

If the Customer chose a delivery method other than the cheapest standard method offered by the Store, the refund covers only the value of the cheapest available delivery option.

The refund will be made within 14 calendar days from the date we are informed of the withdrawal, however we may withhold the refund until we receive the goods or proof of their return — whichever occurs first.

The refund will be made using the same payment method used by the Customer, except for cash on delivery payments — in this case the refund method is determined individually with an employee.

The cost of returning the goods in case of withdrawal is borne by the Customer.

4. Complaints

If a product defect or non-conformity with the contract is found, the Customer has the right to file a complaint.

To file a complaint, please:

1. write to the email address provided at the bottom of the page under the complaints/returns tab, where, due to the individual approach to each complaint, further steps will be agreed with an employee,
2. send the completed complaint form by email along with a description of the reported defect and, if possible, photo documentation of the product.

After verifying the request, a Customer Service representative will provide further instructions regarding the complaint procedure.

If the product needs to be returned as part of the complaint procedure, a Customer Service representative will send the Customer a ready-made shipping label.

The cost of returning the product as part of the complaint procedure is borne by the Store. The Customer bears no costs related to the complaint procedure.

The complaint will be processed within 14 calendar days from the date of its receipt.

If the complaint is accepted, the Store will, at its own expense, send the Customer a new product free of defects or propose another solution in accordance with applicable law.

5. Exceptions to the Right of Withdrawal

The right of withdrawal does not apply to:

• products made to the Customer's special order,
• goods delivered in sealed packaging which cannot be returned after opening for health or hygiene reasons,
• products that deteriorate quickly or have a short shelf life.