(For damage caused during the shipping, please read Shipping Policy “Damage on Delivery”)
In accordance with the Consumer Protection Act (ZVPot) on the conclusion of distance contracts, you cannot return the goods in the following cases:
- If the product was manufactured according to the instructions given by the consumer and adapted to his needs (custom made product).
- If the goods were ordered by a legal or natural person who runs a business, irrespective of its legal form or ownership structure, the provisions of the Consumer Protection Act on the conclusion of distance contracts shall not apply.
Only in exceptional cases there can be a reason that we take back a custom –made product, replace it with a new one, or refund the customer in full amount. This could be only in the case when it comes to manufacturing defects.
Important: Please read the information on the reproduction of colours. All items are made according to your requirements, and we will not accept the return or replacement of products only because you are not satisfied with the colours you have chosen.
The claim must be filed within 7 working days from the receipt of the order. Customers may be required to send the picture, which we will analyze and accept or reject your request in our sole discretion.
In the case that your claim is accepted, we will send you a Return Goods Authorization number along with all necessary instructions and the address to which you can return your order.
Please do not return the goods without prior claim filing!
Once your claim has been accepted, we will issue authorization number for return of order. Please follow these steps to complete the process:
- Goods must be returned within 15 days after the claim has been accepted.
- The product must be returned in its source condition.
- All source receipts and invoices have to be attached.
- The Return Goods Authorization number has to be clearly written on the package.
- The product must be properly packaged and insured when returning the goods back to us. Buyer pays shipping charges, which will be refunded when the goods are inspected and approved for replacement or refund.
• If the goods are not returned to us within 30 days after the date when Return Goods Authorization number was provided, the return of the products will not be accepted.
• Keep the receipt and the shipping confirmation as evidence in the event of the loss of the returned goods. We are not responsible for lost or damaged shipment, if you decide to return items uninsured or without tracking. We will only reimburse costs for items received back to our address.
• We do not accept claims for items that were either incorrectly or insecurely packaged.
• The goods returned without the Return Goods Authorization will not be accepted and will be rejected or returned to you at your expense.
• Once we receive the returned products, we will examine them and if we find that your claim is justified, we will replace or refund them.
• Dirty, washed or used items will not be accepted for a refund or replacement.
In the case that your claim is found to be justified, we will refund the full cost of goods and shipping costs. The approved amount will be paid back to the account from which the payment was made.
We will refund the costs of sending back the defective good and arrange for replacement at no extra transport costs. The approved amount of compensation for the costs incurred will be credited to your account you used when purchasing in our online store.
Please allow 1-2 billing cycles for the refund to arrive at your bank account.
If, however, we find that either the product is not defective, or that from our side there are no mistakes, the refund or replacement of the product will not be approved.
In case of loss or delay, please read the Shipping Policy.