If you are purchasing products through the Website as a consumer, you have the right to cancel (under the Consumer Rights Directive 2011/83 as implemented in the applicable EU member state) all or part of your contract without giving any reason at any time up to 14 calendar days after the day on which you receive, or a third party other than the carrier and indicated by you receives, the goods you ordered. In such case, we will refund you the price you paid for the products including delivery cost, but we may make certain deductions from the price, as described below.
This right to cancel does not apply to certain products such as:
a. goods made to the consumer’s specifications or clearly personalised (e.g. made to measure orders);
b. goods which are liable to deteriorate or expire rapidly;
c. sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery; and
d. goods which are, after delivery, according to their nature, inseparably mixed with other items.
Where We deliver products to a third party in accordance with your order, you will only be able to exercise this cancellation right if you can return the goods to Us.
For orders made from countries that have not implemented the Consumer Rights Directive 2011/83/EU, you may cancel all or part of your contract within 24 hours from our acceptance of your order.
Exercising the right to cancel
To exercise the right to cancel, you must inform Us of your decision to cancel this contract by a clear written statement (e.g. a letter sent by post, fax or email) using our contact details at the top of the Terms and Conditions. You may also use the model cancellation form (but you do not have to), which can be found here.
You must take reasonable care of the goods while in your possession. You must send back, or hand over to us or to any person authorised by us, all goods relating to the cancelled contract to Us, without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation of the contract to Us. The deadline is met if you send back or hand over the goods to us for collection before the period of 14 days has expired. You will have to bear the direct cost of returning any goods to Us. Products should be returned in or with their original packaging. You are only liable for any diminished value of the goods resulting from the unnecessary handling of the goods in excess of what is necessary to establish the nature, characteristics and functioning of the goods. Examples where you will be liable for the diminished value of the goods are the following:
a. goods which are damaged by accident, abuse or negligence;
b. goods which are damaged by improper handling, such as dragging furniture or using abrasive cleaners or strong detergents to clean it; and
c. goods which are damaged directly or indirectly by unauthorized repair, modification, or natural disasters.
Once We have collected the goods or you provide Us evidence of having sent back the products, whichever is applicable, We will process your refund. We will refund you the price you paid for the products including delivery costs, by the method you used for payment. However, We will not refund any supplementary costs if you have expressly opted for a type of delivery other than the least expensive type of standard delivery offered at checkout and We may withhold from the refund the amount that corresponds to any reduction in the value of the returned products resulting from the use or handling of the products by you (except from handling that is necessary to establish the nature, characteristics and functioning of the products).