Last updated: August 20, 2026
The short version
Damaged, defective or wrong item? Send us a photo — we refund or replace, and you keep the item. Changed your mind? You have your statutory 14-day right of withdrawal, which we extend to 30 days.
1. Cancelling before dispatch
You may cancel free of charge within 24 hours of placing your order, before it reaches our supplier. Email us with your order number and we refund in full.
2. Your statutory right of withdrawal (14 days)
You have the right to withdraw from this contract within 14 days of the day you, or a third party you nominate, take physical possession of the goods, without giving any reason. For an order delivered in several parcels, the period runs from receipt of the last item.
To exercise it, tell us clearly by email at paulgherle15@gmail.com before the 14 days expire. A clear statement is enough — you do not have to use a particular form. You then have 14 days from that notice to send the goods back.
We reimburse all payments received from you, including the standard outbound delivery cost, within 14 days of receiving the goods back or receiving proof that you sent them, whichever is earlier, using the same payment method you used. You bear the direct cost of returning the goods. You are only liable for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.
3. Statutory guarantee of conformity (2 years)
Goods must be as described and fit for purpose. If an item is not in conformity, you have a 2-year legal guarantee: repair, replacement, price reduction or termination, in the order the law provides. Nothing in this policy limits that right.
4. Our voluntary 30-day return window
Beyond your statutory rights, we accept change-of-mind returns for 30 days from delivery. The item must be unused, unwashed, in original packaging with tags and accessories, and accompanied by your order number.
5. Damaged, defective or wrong items
Contact us within 30 days of delivery with photos or a short video showing the problem — and, for a wrong item, images of the item received, its packaging and the shipping label. We will send a free replacement or refund you in full.
You will almost never need to ship anything back. Return postage to an overseas facility routinely costs more than the product, so we settle these claims on the evidence you send. Where we do pay for a return, we provide a prepaid label.
6. What we cannot accept for change-of-mind returns
- Items visibly used, chewed, soiled or damaged by a pet
- Items returned without their original packaging or with parts missing
- Gift cards
These exclusions do not apply to your statutory rights for faulty or non-conforming goods.
7. How to start a return
- Email paulgherle15@gmail.com with your order number and what is wrong.
- We reply within 24 hours with instructions and the correct return address. Do not ship anything back before contacting us — the address on the parcel is a fulfilment centre, not our returns address, and parcels sent there cannot be recovered or refunded.
- If a return is needed, send it with tracking and give us the tracking number.
8. Who pays return shipping
Damaged, defective, wrong item, or an error on our side: we pay, and usually no return is required. Change of mind or withdrawal: you pay the direct cost of return.
9. Refund timing
Within 14 days of receiving the goods back or your proof of return, as the law requires — usually much sooner. Refunds go to your original payment method; your bank may take a few extra days to display the credit.
10. Exchanges
The fastest route to a different item, size or colour is to return the original for a refund and place a new order.
11. Online dispute resolution
If we cannot resolve a complaint between us, EU consumers may use the European Commission's Online Dispute Resolution platform, or contact the consumer protection authority in their country.
12. Before you open a dispute
If something has gone wrong, please contact us first. We would much rather refund or replace than have you chase your bank — and we resolve almost every case within a day.
Contact
paulgherle15@gmail.com — replies within 24 hours on business days.