Returns & Refunds

Your right of withdrawal

If you are a consumer, you have the right to withdraw from your contract within 14 days without giving any reason (Directive 2011/83/EU).

The withdrawal period expires 14 days after the day on which you, or a third party other than the carrier and indicated by you, acquire physical possession of the goods. If you order several goods in one order and they are delivered separately, the period starts when you receive the last item.

How to withdraw

To exercise your right of withdrawal, inform us of your decision to withdraw by an unequivocal statement, for example by email to [email protected] or through our Contact page. You may use the model withdrawal form below, but it is not obligatory.

To meet the withdrawal deadline, it is sufficient to send your communication before the withdrawal period has expired.

Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

Returning the goods

Please send back the goods without undue delay and in any event no later than 14 days from the day on which you informed us of your withdrawal. The deadline is met if you send the goods before the 14-day period has expired.

You bear the direct cost of returning the goods only if you were informed of this before placing your order; whether return shipping is free or at your cost is shown at checkout.

You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish their nature, characteristics and functioning — in the same way you could examine them in a shop.

Refunds

If you withdraw from the contract, we will reimburse all payments received from you, including the costs of standard delivery, without undue delay and no later than 14 days from the day on which we are informed of your decision to withdraw. Supplementary costs resulting from your choice of a delivery method other than the least expensive standard delivery we offered are not refunded.

We will use the same means of payment that you used for the original transaction, unless you have expressly agreed otherwise. You will not incur any fees as a result of the reimbursement.

We may withhold the reimbursement until we have received the goods back or you have supplied evidence of having sent them back, whichever is earlier.

When the right of withdrawal does not apply

Article 16 of Directive 2011/83/EU excludes certain goods from the right of withdrawal. Where one of these exceptions applies to a product, this is shown before you order. They include:

• goods made to your specifications or clearly personalised;
• goods that are liable to deteriorate or expire rapidly, which can include certain live plants;
• sealed goods that are not suitable for return for health protection or hygiene reasons, if unsealed after delivery;
• sealed audio or video recordings or computer software, if unsealed after delivery;
• goods that, by their nature, are inseparably mixed with other items after delivery.

Faulty goods: the legal guarantee

Independently of the right of withdrawal, you benefit from the legal guarantee of conformity under Directive (EU) 2019/771. If goods are not in conformity with the contract — for example faulty or not as described — at the time of delivery, and the lack of conformity becomes apparent within at least two years of delivery, you are entitled to have the goods brought into conformity free of charge by repair or replacement, or, where the conditions are met, to a proportionate price reduction or to terminate the contract.

For a lack of conformity that becomes apparent within one year of delivery (two years in some member states), it is presumed to have existed at the time of delivery unless proven otherwise. Some member states provide longer periods; where your national law gives you more protection, that protection applies.

Any commercial guarantee offered for a product is in addition to, and does not affect, your statutory rights. To report a fault, please contact us through our Contact page or by email to [email protected] and include your order number.

Business customers

The statutory right of withdrawal applies to consumers. If you buy as a business, the terms shown at checkout and our Terms & Conditions apply.