The buyer has the right to revoke the contract during a period of 24 hours after having received the order and, subsequently, the buyer has the right to return his/her order within 14 days from revoke date, without having to state a reason for his/her revocation (please note the above mentioned exceptions: in case a product is delivered that was not ordered, or if a product is delivered that is damaged or incomplete, the buyer has the obligation to inform the customer care team by email and to await further instructions).In case a product has been delivered to the buyer in damaged or incomplete state, the buyer must inform the our customer care team as soon as possible (within 24 hours after receiving the order) through the website contact page or via email.. Subsequently, we will decide how to deal with the matter at hand; the customer must always inform us in the aforementioned situation(s) and wait for the instructions of the our customer care team. A customer who returns a product in this situation at his own costs, without first contacting and awaiting the instructions of the customer care team, cannot claim the costs he/she made at us (nor hold our responsible for the return shipment that took place without prior consent of us). In case the order that has been shipped or is being shipped by us to the buyer, is missing, went missing, or in case the buyer claims that he/she did not receive the order (despite information such as the track & trace data / carrier information, indicating otherwise), the complaint procedure of the carrier will be started and the outcome of this procedure will be awaited, before any refund or re-shipment shall take place. The buyer will fully cooperate with the complaint procedure of the carrier.
In case of a shipment that went missing as the result of an error by the carrier (and after the complaint procedure of the carrier has been completed), we will either refund the customer or we will try to re-ship the ordered product. In case a shipment still has not been delivered at the delivery address of the buyer (or the pick up point) 14 days after the shipment date the buyer has the obligation to inform the customer care team by email within 14 days .
Provided that all requirements for revocation have been met, we will credit the buyer as soon as reasonably possible and in any event within 14 days after having received the return shipment (no credit applies for costs of the return shipment). Any credit due as a result of a returned product, will be credited to the account that the buyer used to pay the original order.