Returns and complaints
At our store, we care about customer satisfaction, so we offer transparent and fair procedures for returns and complaints.
Returns
You are entitled to return the purchased product without giving any reason within 14 days from the date of purchase. For a smooth return process, please follow the steps below:
- Return Information: Contact us to inform us of your intention to return the product.
- Return Form: Fill out the return form and include it in the package with the returned product. If you do not have a return form, you can download one at the bottom of this page.
- Shipping the Return: Send the product back to the address provided. The product should be in unaltered condition and, if possible, in its original packaging.
- Refund: Once we have received and verified the product, we will issue a refund to your account.
Complaints
We offer a guarantee on all the products we sell. The standard warranty period is 24 months from the date of purchase. In addition, we offer a "6 Year Guarantee" programme which extends the guarantee period to 6 years.
In the event of a product defect, please follow the complaint process below:
- Report a Complaint: Contact us, describing the problem and including the date of purchase and order number.
- Return Form: Complete the returns form and enclose it with the package containing the returned product. If you do not have a returns form, you can download one at the bottom of this page.
- Dispatch of the Product: Once you have received the instructions, send the defective product to the address indicated.
- Verification and Repair: Once we have received the product, we will carry out a verification and, as the case may be, repair or replace the product with a new one.
- Return of the Product: We will send the repaired or new product back to the customer.
Note: In the case of returns and complaints, the shipping costs will be paid by the customer, unless the product defect is due to our error. In this case, we will cover the shipping costs. If you have any questions about the returns or complaints process, please contact our customer service department.