The rules of doing business.
These terms govern every purchase made on this site. They are written under Directive 2011/83/EU on consumer rights, Directive (EU) 2019/771 on the sale of goods, and the consumer protection law of your country of residence.
Who is contracting with whom.
The seller named below, and you — the consumer placing the order.
The seller is [REGISTERED COMPANY NAME], the legal entity operating this site. Full company details — registered office, commercial register, legal representative, VAT — are listed in our Imprint.
The buyer is you, the individual placing the order. These terms assume you are acting as a consumer (someone outside their trade, business, or profession) within the meaning of Article 2 of Directive 2011/83/EU. Business-to-business sales follow separate terms — contact us before placing such an order.
When the contract is formed.
A contract is formed only when we confirm your order. Placing an order is an offer; we accept it by sending the confirmation email.
The steps before checkout
Before submitting your order you can review the items in your cart, the total price including taxes and shipping, the delivery address, and the chosen payment method. You can correct any of these by clicking back to the previous step.
When the contract becomes binding
Submitting the order through the checkout button is an offer to buy. The contract becomes binding when we send the order confirmation email to the address you provided. If we cannot accept (out of stock, address verification fails, payment declined), the offer expires and any payment captured is refunded automatically.
What you pay, and how.
Prices include VAT at the rate applicable in your country, except where you are buying as a business. Shipping is calculated at checkout based on destination.
Currency and conversion
Prices are displayed in the currency configured for your market — typically your local currency in the European markets we serve. Currency conversion at checkout is handled by Shopify Markets at the prevailing rate; you pay the displayed amount, with no separate conversion fee from us.
Accepted payment methods
- Credit and debit cards: Visa, Mastercard, American Express
- Digital wallets: Apple Pay, Google Pay, Shop Pay
- EU local methods: iDEAL (NL), Bancontact (BE), SOFORT (DE/AT), Klarna (multiple markets)
- Bank transfer: available on request for orders above a regional threshold
When payment is taken
Payment is authorised at the moment of order submission and captured when the order ships. If we cannot fulfil the order, the authorisation is released without any charge.
How and when orders arrive.
Delivery times, carriers, and tracking are documented on our Shipping page. The terms below cover legal aspects beyond that operational detail.
When risk passes to you
Under Article 20 of Directive 2011/83/EU, the risk of loss or damage to goods passes to you when you take physical possession of them — not earlier. If a parcel is lost in transit or arrives damaged, the loss is on us, not you. Photograph the damage, write to [SUPPORT EMAIL], and we dispatch a replacement.
Late delivery
If delivery is significantly later than the time agreed at checkout, you have the right under Article 18 of the Directive to set an additional reasonable period and, if that also passes, to terminate the contract and receive a full refund.
The 14-day cooling-off right.
Statutory under Article 9 of Directive 2011/83/EU. You can cancel within 14 days of receiving the goods, without giving any reason. We extend this to 30 days as a contractual courtesy — see Refund Policy.
How to exercise the right
Write to [SUPPORT EMAIL], complete the Model Withdrawal Form below, or use the form in your account dashboard. You can also send any clear written statement of withdrawal. The deadline runs from the day after delivery; if the deadline falls on a weekend or public holiday, it extends to the next working day.
What happens next
We email a confirmation with your case reference and a prepaid return label within one working day. You have 14 days from notifying us to return the goods (Article 14(1) of the Directive). We refund the full amount, including the standard delivery cost, within 14 days of receiving the goods back (or within 14 days of receiving proof of return, whichever comes earlier — Article 13(1)).
The Model Withdrawal Form
To: [REGISTERED COMPANY NAME], [REGISTERED ADDRESS]
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*):
— Ordered on (*)/received on (*): ____
— Name of consumer(s): ____
— Address of consumer(s): ____
— Signature of consumer(s) (only if this form is notified on paper): ____
— Date: ____
(*) Delete as appropriate.
When the right does not apply
- Goods made to your specifications or clearly personalised
- Sealed goods unsuitable for return for health protection or hygiene reasons, where the seal has been broken after delivery
- Goods inseparably mixed with other items after delivery
- Digital content delivered other than on a tangible medium, where performance has begun with your express prior consent
If a specific product falls into one of these excluded categories, the product page indicates this clearly before purchase. The default position is that the right applies.
The 2-year statutory warranty.
Under Directive (EU) 2019/771, every product must conform to the contract for a minimum of two years from delivery. The remedies for non-conformity are repair, replacement, price reduction, or full refund — all at our cost.
What 'conform to the contract' means
- The product matches the description, type, quantity, quality, and features set out at purchase
- It is fit for the purpose you informed us about, where you specified one
- It is fit for the ordinary purposes for which goods of the same type are normally used
- It has the qualities and performance of a sample or model presented to you
- It comes with all accessories and instructions you can reasonably expect
- It is updated as agreed under the contract
The remedy hierarchy
If a non-conformity appears, you can ask first for repair or replacement (your choice, unless it would be impossible or disproportionately costly). If neither is possible, or fails to bring the product into conformity within a reasonable time, you can then ask for a price reduction or full refund — Article 13 of the Directive.
No cost to you
Article 14 of the Directive requires the seller to bear all costs of bringing the goods into conformity — return shipping, replacement shipping, parts, labour. We never ask the customer to pay for warranty work.
Burden of proof
For the first year after delivery, the law presumes that any defect existed at the time of delivery (Article 11). After that, you may need to demonstrate the defect was present from the start — but our practical approach is to honour clear conformity claims throughout the full two-year period.
What we are responsible for.
We are liable to you for breach of contract under the applicable law of your country. The clauses below clarify what is covered and what is not.
For damages caused by intent or gross negligence, our liability is unlimited as required by law. For damages caused by ordinary negligence in breach of a material contractual obligation, our liability is limited to the foreseeable damage typical for the contract — typically the price of the order. Mandatory consumer protections (statutory warranty, product liability under Directive 85/374) are unaffected by this clause.
When things outside our control happen.
Strikes, extreme weather, pandemic measures, or other events outside reasonable control may delay or prevent delivery. Such events pause our delivery obligations for the duration; they do not cancel them.
We will notify you of any force majeure event affecting your order, and offer a free cancellation if the disruption is significant. Refunds are processed within 14 days of cancellation.
When these terms change.
We can update these terms for future orders. Orders already placed remain governed by the terms in force at the time of order.
The current version, effective date, and last-updated date are at the top of this page. Significant changes — those affecting your rights or obligations — are flagged at checkout and require explicit acceptance for new orders. We do not retroactively apply new terms to existing orders.
Governing law and forum.
EU and UK consumer protection law applies in full. You always retain the right to bring proceedings in the courts of your country of residence and to rely on mandatory protections of your home jurisdiction.
Choice of law
The contract is governed by the law of the seller's country of establishment, except where mandatory consumer-protection rules of your country of habitual residence provide more favourable protection — in which case those rules apply (Article 6 of Rome I Regulation (EC) 593/2008).
Online Dispute Resolution
The European Commission operates an Online Dispute Resolution platform at ec.europa.eu/consumers/odr. We participate when requested. Disclosure required by Regulation (EU) 524/2013.
Jurisdiction
For consumer disputes, jurisdiction follows Article 18 of Brussels I bis Regulation (EU) 1215/2012: you can sue us in the courts of your country of residence; we can sue you only in the courts of your country of residence.
Questions about a sale?
For any question about these terms — before or after an order — write to [SUPPORT EMAIL]. For legal correspondence (formal notices, complaints, regulatory inquiries), use [LEGAL EMAIL].
Terms of sale tend to be written for lawyers reading other lawyers' terms. We have tried for the opposite — plain English, the legal references named when they apply, the consumer protections explained rather than buried. If something here is unclear, write — we read every message.