Returns & Exchanges

Our return and exchange policy is designed to provide complete security and confidence to customers who purchase from our store.

Warranty and manufacturing defects

All our products are covered by the legal warranty against manufacturing defects, in accordance with European consumer protection law.
We also accept returns or exchanges of products that have been incorrectly shipped (different from the item ordered).

If you receive a defective product or one that does not match your order, please follow these steps to request a return or exchange:

  • Contact us with your order number, product details, description of the defect or issue, as well as the necessary information to identify your purchase.

  • Once we receive your request, our quality team will review the case and respond within 14 calendar days, as required by the EU Consumer Rights Directive.

Timeframes

  • Customers have 14 calendar days from the date of receipt to exercise their right of withdrawal (cooling-off period), with no justification required, in accordance with EU law.

  • In cases of manufacturing defects or non-conformity, customers have up to 2 years from the date of delivery to file a claim, as established by EU legislation.

Options available to the customer

Once the claim is confirmed, the customer may choose one of the following:

  • Full refund of the purchase amount.

  • Receive a replacement product of the same kind.

  • Receive a product of equivalent value.

  • Receive store credit to be used in future purchases.

Refund procedures

  • For payments made by credit card, the refund will be requested from the card provider, and the time frame for crediting the amount depends on the issuing financial institution.

  • For other payment methods, refunds will be made using the same method as the original purchase, within a maximum of 14 calendar days after confirmation of the return.

Conditions for returns

  • The product must be returned in good condition, without signs of misuse, and, whenever possible, in its original packaging, including all labels and accessories.

  • Products returned without prior communication, outside the legal timeframe, or in inadequate condition may be sent back to the customer.

  • Shipping costs: in cases of defective items or shipping errors, transportation costs will be covered by us; in cases of returns due to withdrawal, return shipping costs are the customer’s responsibility, unless otherwise specified during promotional campaigns.