# Refund and Returns Policy

**Effective:** [DATE]

## EU 14-day right of withdrawal

If you are a consumer resident in the European Union, you have the right to withdraw from your purchase **within 14 days from the day you receive the goods**, without giving any reason.

### How to exercise the right

Send an unambiguous statement to [SUPPORT_EMAIL] before the 14-day deadline. You may use the model withdrawal form below — it is not mandatory.

### Model withdrawal form

```
To: [COMPANY_LEGAL_NAME], [SUPPORT_EMAIL]

I/We hereby give notice that I/We withdraw from my/our contract of sale
of the following goods:

  Order number: ___________________
  Product(s):   ___________________
  Order date:   ___________________
  Receipt date: ___________________

Name(s):    ___________________
Address:    ___________________
Signature:  ___________________  (only if sent on paper)
Date:       ___________________
```

### Returning the goods

After notifying us, ship the goods back **within 14 days**. The goods must be:

- Unused, in original condition, with original packaging and any seals intact
- Including all accessories and free gifts

You pay the cost of return shipping (estimated 5–20 EUR depending on parcel and destination).

### Refund

We refund the full purchase price (including original shipping cost) **within 14 days of receiving the returned goods**, or earlier if you provide proof of return shipment. Refund is issued via the original payment method.

### Exceptions

The right of withdrawal does not apply to:

- Goods sealed for hygiene reasons (e.g. underwear, cosmetics) once unsealed
- Goods made to your specifications or clearly personalized
- Goods which become inseparably mixed with other items after delivery
- Newspapers, periodicals, or magazines
- Digital content delivered with your express prior consent

## Defective or wrong items

Separate from the 14-day right above, EU consumers have a **2-year legal guarantee** on faulty goods (Directive 2019/771).

If your item arrives damaged, defective, or different from what you ordered:

1. Email [SUPPORT_EMAIL] within 14 days of delivery with order number and photos.
2. We respond within 24h with a solution: replacement, refund, or repair.
3. For items under 30 EUR, we typically refund without requiring return.
4. For items above 30 EUR, we provide a prepaid return label.

## Where to send returns

After contacting us, we will provide the correct return address. Do not return goods without contacting us first — we may otherwise not be able to associate the return with your refund.

## Questions

[SUPPORT_EMAIL] — we reply within 24 hours.

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**Document version:** [VERSION] · Last updated: [DATE]