EU Consumer Right of Withdrawal
If you are purchasing as a consumer within the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order, without providing a reason, in accordance with Directive 2011/83/EU.
To exercise your right of withdrawal, you must notify us in writing within 14 days of delivery before returning any item.
Return Eligibility
To qualify for a return and refund:
Items must be unused, uninstalled, and in their original condition.
Products must be returned in their original packaging.
Proof of purchase is required.
Returned items must not show signs of installation, use, damage, modification, or exposure to liquids.
We reserve the right to refuse returns that do not meet these conditions.
Non-Returnable & Non-Refundable Items
The following items are non-returnable and non-refundable:
Custom, bespoke, engraved, or made-to-order products
Special-order items
Pre-order items
Products that have been installed, used, modified, or damaged after delivery
Clearance or final-sale items (where stated)
In accordance with Article 16 of Directive 2011/83/EU, certain custom or made-to-order products are exempt from the consumer right of withdrawal.
Trade & Commercial Orders
As many of our products are supplied for commercial, hospitality, or trade use, business-to-business (B2B) orders may be subject to different return conditions.
Unless otherwise agreed in writing:
Commercial bulk orders may not be cancelled once processed or dispatched.
Approved trade returns may be subject to a restocking fee.
Customers are responsible for verifying compatibility and specifications before purchase.
Refunds
Once returned goods are received and inspected, approved refunds will be processed to the original payment method.
Please note:
Original outbound shipping charges are non-refundable.
A 25% restocking fee applies to approved returns.
Refunds apply to the product purchase price only.
Any customs duties, taxes, import charges, or installation costs are non-refundable.
We reserve the right to reduce or refuse refunds where returned items show signs of handling beyond what is reasonably necessary to inspect the goods.
Return Shipping
Customers are responsible for all return shipping costs unless the item is faulty or supplied incorrectly.
We recommend using a tracked and insured shipping service, as customers remain responsible for returned goods until safely received by us.
Damaged or Incorrect Items
If your order arrives damaged, defective, or incorrect, you must contact us within 48 hours of delivery and provide photographs of the issue and packaging where applicable.
We may offer a replacement, repair, store credit, or refund depending on the circumstances.
How to Request a Return
To request a return, please contact us within 14 days of receiving your order with:
Returns sent without prior authorization may not be accepted.
