Digital product return form

In accordance with the current European and national regulations, our online store provides a simplified digital system for exercising your right of return. There is no need to print documents or fill out PDF files. Everything is managed directly through the website interface using a secure URL.

Eligibility conditions for creating a return

A return form can only be created if all of the following technical conditions are met:

  • Time period: Less than 2 months have passed since the order was placed.

  • Delivery method: The order was shipped by courier service (this option is not available for personal pickup).

  • Delivery status: The order status is "Handed over to the courier" or "Delivered".

  • Financial status: The order balance is 0 (the order has been paid in full).

Products excluded from return

The system will automatically prevent the selection of certain items which, due to their legal or commercial nature, cannot be returned:

  • Special or unique products manually added to the order (not available in the public catalog).

  • Customized or made-to-order products manufactured according to your specifications.

  • Gift items or mandatory bundled accessories.

  • Free products or samples.

  • Products marked with the specific "non-returnable" policy.

Note regarding partial returns: For products marked as "partially non-returnable", the selected quantity can only be zero or the total number of units ordered. If you make multiple returns (in separate batches), the system will automatically deduct the quantities already returned from the total quantity still eligible for return.

How the process works (step by step)

Step 1: Authentication and accessing the secure page

If you have an account: Go to the "Order History" section in your account and click the "Return Forms" link next to the relevant order.

If you purchased without an account: Enter your order number and your email address or phone number. You will receive a unique verification code via SMS or email. After entering the code, you will be redirected to your personal return page.

Step 2: Completing and submitting the form

On the return page, you can Create a return form and later Edit or Delete it, provided its status is "New".

  1. Specify the exact quantity of each product you wish to return.

  2. Enter your IBAN bank account number and the full name of the account holder for the refund.

  3. Add any additional details or comments if necessary, then click the submit button.

  4. You will receive a confirmation via email and SMS (the contact details are automatically taken from the original order).

Important: As long as you have an active return form with the status "New", the system will not allow you to generate another return form for the same order until the current one has been processed by an operator.

Step 3: Administration review and parcel shipment

One of our operators will review your request as soon as possible to confirm its eligibility. The shipping method will then be determined:

  • Option A: You arrange the shipment of the parcel to our warehouse yourself.

  • Option B: Our operator will arrange for a courier to collect the parcel from the pickup address you provide. If this address differs from the one in the original order, you can notify us by email, SMS, or WhatsApp.

IMPORTANT: To allow us to identify and process your return, you must clearly write the order number on the outside of the parcel and/or on a sheet of paper placed inside it. Without the order number, it is impossible to identify the parcel upon receipt.

Step 4: Inspection and refund

Once the parcel physically arrives at our warehouse, the returned products will be inspected:

  • If the products show visible signs of use, wear, or are partially or completely damaged, we reserve the legal right to reduce the amount refunded accordingly.

  • In accordance with the law, the buyer is responsible for the return shipping costs. If the buyer has not paid the shipping fee, it will be deducted from the total amount to be refunded.

The refund will be transferred to the IBAN account specified in the form within a maximum of 14 days after the products have been received and inspected, at which point the return process is considered complete.

Access to the return form

  • Registered users – Access your order history. Near every order you will find a link to its return forms. My Account - Order History

  • Unregistered users (Guests) – Check the link received in your order confirmation email or log in quickly here: Return Form Login