Returns policy

Returns within 30 days

You can notify us that you wish to return unopened, unused products up to and including 30 days after receipt. Keep the original product packaging and leave any product seal intact. Send the product back within 14 days of notifying us. This additional returns service is separate from your statutory rights.

How to notify us of a return

Use the contact form or send a letter stating which products you wish to return. Your name and order number help us find your order. You do not have to give a reason or wait for permission when exercising your statutory right to cancel.

Returns address:

You pay the direct cost of returning the products. You choose the carrier and pay its rate. Keep proof of postage. If a product is incorrect or defective when delivered, we pay the necessary return costs.

Statutory cancellation period

For an online purchase, you generally have a 14-day cancellation period, starting on the day after receipt. If one order is delivered in separate shipments, the period starts after receipt of the last product. Notify us within this period that you wish to cancel the purchase; you then have 14 days to send the products back. You may also cancel before delivery.

You may inspect a product as you would in a shop. A deduction may only be made for handling beyond what is necessary that causes a reduction in value. For sealed products that are not suitable for return for health or hygiene reasons once opened, the statutory right to cancel may end if the seal is broken after delivery. This applies only where the statutory exception actually applies to the product and you were informed about it in advance. Opening the delivery box does not prevent a return.

Refunds

Following a statutory cancellation, we refund you within 14 days of your notification, using your original payment method and without refund fees. We may wait until we receive the product or proof that it has been sent back, whichever comes first. If you cancel the whole order, we also refund the standard delivery charge you paid; any supplement for a more expensive delivery option is excluded. For a partial return, the original delivery charge is not refunded. For a valid return under our additional 30-day service, we use the same refund method and time limit.

How to exercise your right to cancel

You can notify us using the contact form or by letter. Include your name, address, the products concerned, order date and receipt date, and preferably your order number. A signed letter is only required if you cancel on paper. You may also use the model cancellation form available through the ACM.