Refund policy

Customer satisfaction is our top priority. If you are not satisfied with your purchase, you may exercise your legal right of withdrawal. Below, you can read about how returns work and what conditions apply.

Right of Withdrawal

As a consumer, you have the right to return an item within 14 days of receiving your order, without giving a reason.

To be eligible for a return, the item must meet the following conditions:

  • The item must be complete, unused, and in its original condition.

  • The item must be returned in its original packaging.

  • All accessories, parts, and components are included.

Problems or Defects

Is there a problem or defect with your product?

Please always contact us first via live chat.

Never simply return a product on your own if it is defective. In many cases, we can replace the item free of charge without requiring you to return it first.

Request a Return

To return an item, please follow these steps:

  1. First, check whether your return meets the conditions below; this will prevent your return from being rejected.

  2. Register your return via the returns portal and follow the instructions.

  3. Print out the return form and include it in the package.

  4. Pack the items in exactly the same condition as when you received them. This means: complete with all accessories, in the original packaging, and inside an additional shipping box or bag. (Do not apply tape and/or shipping labels directly to the product packaging!)

Returns without a return form may not be processed correctly.

Conditions for a Refund

To be eligible for a refund, the returned product must meet the following conditions:

  • The item must be returned in exactly the same condition as when it was received.

  • The item must be complete, including all accessories and parts.

  • The item must be unused and show no signs of use or defects.

  • The item must be returned in the same packaging in which it was delivered, including any protective materials such as bubble wrap.

  • Do not apply tape or a shipping label directly to the product packaging. Therefore, always use an additional shipping box to place the product inside.

Responsibility During Shipping

The customer is responsible for returning the product correctly.

If a return shipment is:

  • is damaged, or

  • is lost

the responsibility lies with the customer.

We therefore recommend sending a return shipment via certified mail and/or with insurance, so that a claim can be filed with the carrier if necessary.

Inspection of Return Shipments

Upon receipt, every return shipment is thoroughly inspected and tested.

If a return does not meet the conditions listed above, we reserve the right to refuse the return. In that case, the product will automatically be returned to the customer.

Refund

If a return is approved and a refund is selected:

  • the purchase amount will be refunded within 14 days;

  • this will be processed via the same payment method used to pay for the order.

Any shipping costs for the original shipment will not be refunded and will be deducted from the refund amount.

Return Shipping Costs

The costs of returning a product are the customer’s responsibility.

You may use a shipping carrier of your choice. For faster processing, we recommend using GLS.

Items That Cannot Be Returned

The following items are excluded from return:

  • Gel balls whose packaging has been opened

  • Gift cards

  • Used items

  • Defective items