Returns & Refunds

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This returns and refunds policy explains your options for eligible products ordered from {{ shop_name }}.

Returns window

Eligible unused, non-custom products may be returned within 90 days of delivery. To be eligible, the product must be unused, in its original condition and packaging, and complete with all components and hardware.

Custom and made-to-order items

Products made to your specification — including adapted sizes, custom finishes, bespoke compositions and project quantities produced to your drawings — cannot be returned for change of mind. This restriction does not affect your remedies for defects, damage, incorrect supply or any mandatory rights you have under applicable consumer law.

How to start a return

1. Message us on WhatsApp or email with your order number and the reason for the return.
2. We confirm eligibility and issue return instructions, including the delivery address.
3. Pack the product in its original packaging with all components, then dispatch it using the method we specify. Return shipping costs are the responsibility of the customer unless the return is due to a defect, damage or an incorrect item sent by us.
4. We inspect the returned product on arrival and confirm the outcome.

Refunds

Approved refunds are issued to the original payment method. Please allow for the time your bank or payment provider needs to post the refund. Where a product is returned in a condition that is not resalable, we may offer a partial refund or decline the return, and we will explain our reasoning.

Faulty, damaged or incorrect items

These are handled under warranty and after-sales. Send your order number and photographs of the issue. For damaged shipments, please also note the damage on the delivery document and contact us on the day of delivery.

Cancellations

Orders that have not entered production can usually be cancelled. Once production has started, a cancellation may be subject to the costs already committed to materials and labour, which we will explain in writing before any charge is made.

Contact

Questions about a return, refund or cancellation are answered fastest on WhatsApp.