Every order comes with a 30-day refund window from the day of delivery. That is the EU's statutory 14 days plus an additional 16 days at our own discretion. Free return, full refund to the original payment method, no restocking fee.
Under EU law you have an unconditional 14-day right to change your mind. We voluntarily extend that to 30 days on the same terms. Both rights run from the day you receive the goods.
Under Article 9 of Directive 2011/83/EU (and equivalent UK Consumer Contracts Regulations 2013), you have 14 calendar days from the day after delivery to cancel the contract, without giving any reason. This is your statutory right and cannot be reduced or waived. See the Terms of Sale for the full legal framework.
We add 16 calendar days to the statutory window, on the same terms — no reason required, no restocking fee, full refund. This extension is a contractual commitment of this site, not a statutory right. It applies to every order automatically; you do not need to register for it or claim it explicitly.
The 30-day window starts on the day after delivery of the goods. For example, if your parcel arrives on the 1st of the month, you have until the end of the 31st to start a refund request. If the 30th day falls on a weekend or public holiday, the deadline extends to the next working day.
Pick whichever is easiest for you. Each gets the same response within one working day.
Write to [SUPPORT EMAIL] with your order number and a short note that you would like a refund. You do not need to give a reason — though if you would like to share why, we read every message.
Log in at /account, find the order in your history, and click "Request refund". Fill in the short form and submit. The request lands in our inbox and is processed the same working day.
Complete and return the Model Withdrawal Form attached to your order confirmation email (also reproduced in the Terms of Sale, Section 05). Send it by email, post, or as a photo of a handwritten copy — all are accepted.
Four steps. We handle the logistics; you handle the packing and drop-off.
Once your refund request lands, we email a confirmation with your case reference, a prepaid return label, and packing instructions. The label is from your regional carrier — the same network that delivered the device — so the drop-off process is familiar.
Place the device back in its original packaging (or any sturdy box if it has been discarded). Print the prepaid label, attach it to the outside, and drop the parcel at your nearest carrier location. Keep the receipt with the tracking number — it is proof of return.
When the parcel reaches the regional warehouse, the team confirms receipt, verifies the contents, and notes the condition. We do not look for reasons to deny the refund — the check is only to confirm the device is what was returned and to flag any transit damage for the carrier claim.
Once inspection is complete, the refund is issued to the same payment method used at order — card, regional payment, or digital wallet. We email a confirmation with the transaction reference. Card refunds typically appear within 5 working days; bank transfers within 3; regional methods vary.
By law we have 14 days to refund from receipt of the goods. In practice the refund is usually issued the same working day inspection completes — typically 3–7 working days after you drop off the parcel.
Under Article 13 of Directive 2011/83/EU, we must refund you within 14 days of receiving the returned goods, or within 14 days of you providing evidence of return — whichever comes earlier. We do not use the maximum window; the refund is processed as soon as inspection completes.
The refund includes the full purchase price in the original currency at the rate paid (no currency conversion gymnastics). It also includes the standard delivery cost if you paid one. If you chose an upgraded delivery option (express, named-day), the refund covers up to the cost of the standard option only — this is the rule in Article 13(2) of the Directive.
Most situations are covered without question. The list below is what falls outside the standard refund window, with a note on what to do in each case.
After the 30 days have elapsed from delivery, the standard refund window has closed. The device is still covered by the 2-year statutory warranty for defects and conformity issues — see Terms of Sale, Section 06 and the Damaged or defective section below.
Under Article 16 of Directive 2011/83/EU, certain categories of goods are excluded from the statutory right of withdrawal:
Article 14(2) of the Directive allows a trader to reduce the refund if the returned goods show "diminished value resulting from the handling of the goods other than what is necessary to establish the nature, characteristics and functioning of the goods." In plain terms: you can try the device, unpack it, test it, just like in a physical shop. You cannot use it for weeks of intensive daily wear and then return it expecting full credit.
In practice we are generous about this — the threshold for reducing a refund is "more than reasonable inspection use", and the burden is on us to demonstrate diminished value. We rarely reduce refunds and when we do we explain the reduction in writing with photographs.
If the device arrives damaged or develops a defect during normal use, this is not a refund situation in the usual sense — it triggers your statutory rights under the Sale of Goods Directive. The remedy is repair, replacement, or refund, at no cost to you.
Rare, but it happens. Before unpacking, photograph the parcel showing the damage from a few angles. Then write to [SUPPORT EMAIL] with the photos and your order number. We dispatch a replacement the same working day at our cost. The damaged unit can be returned with the prepaid label included in the replacement parcel.
Under Directive (EU) 2019/771, every product must conform to the contract for a minimum of two years from delivery. If a defect appears during this period — the device stops working, a component fails, the function does not match the description — your remedies are described in Terms of Sale, Section 06. In short: repair, replacement, price reduction, or full refund, all at our cost.
For anything related to refunds, returns, or warranty claims, write to [SUPPORT EMAIL]. We respond within one working day, by hand, in your language where supported.
For the full statutory framework (cooling-off rights, conformity, dispute resolution), see the Terms of Sale. For everything privacy-related, see the Privacy Policy.
Refund policies are often where companies show what they really think of their customers. We aim to make this one easy: clear deadlines, free return, full money back. If something here is unclear, write — we would rather explain than have you guess.