Return and refund policy
Return and refund policy
We want customers to have a clear process for reporting problems with their orders.
The Store does not accept or process physical product returns. When a refund is approved, the customer will be instructed to keep or dispose of the product. No shipment of the product back to The Store is required in order to receive an approved refund.
Refund eligibility
A refund may be approved in the following circumstances:
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The product arrived damaged.
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The wrong item was received.
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The order was not delivered after the maximum stated delivery period.
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The customer is dissatisfied with the product and reports the issue within the applicable period, including a photograph of the product where requested.
Customers must contact Customer Support using the support email address published by The Store within 30 days from the date of delivery for requests covered by this policy.
For an order that has not been delivered, the customer may contact Customer Support after the maximum delivery period stated in our Shipping Policy has elapsed.
Submitting a request does not itself guarantee approval. Each request may be reviewed to determine whether it meets the applicable refund conditions.
Required information for a refund request
To help us review a request, the customer may be asked to provide the order number, the name used for the order, a description of the issue, and photographs of the product when the request concerns damage, incorrect merchandise, or dissatisfaction.
Refund processing
Once a refund has been approved, the refund will be issued to the original payment method used for the purchase.
The normal processing period is 5 to 10 business days after approval for the refund to appear on the customer's statement or payment account. The time required for the payment provider or financial institution to post the transaction may vary.
The merchant name shown on a card statement may be the legal LLC name or the merchant descriptor used by the payment processor.
Where applicable law requires a shorter refund period, that shorter statutory period will apply.
Products not eligible for refund
The following products are not eligible for refund under this policy:
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Personalized products.
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Gift cards.
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Personal hygiene products where the hygiene seal has been broken.
These exclusions do not limit any mandatory consumer rights that cannot legally be excluded.
European Union statutory withdrawal right
For consumers in Spain, Germany, and other European Union jurisdictions where the applicable consumer protection rules provide a withdrawal right, consumers generally have a statutory 14 day right of withdrawal for distance contracts, subject to applicable legal exceptions.
The statutory withdrawal right is separate from our voluntary 30 day refund policy. A consumer exercising a statutory withdrawal right does not need to establish damage, an incorrect item, delivery delay, or dissatisfaction.
For this Store, where a consumer validly exercises a statutory withdrawal right, The Store voluntarily waives the requirement for the consumer to physically send the product back. The consumer will be instructed to keep or dispose of the product as directed by Customer Support.
Nothing in this policy removes or restricts mandatory rights provided under applicable European consumer protection law.
United Kingdom statutory cancellation rights
For consumers in the United Kingdom, applicable consumer law generally provides a statutory cancellation period for qualifying distance contracts. Consumers may exercise statutory cancellation rights without providing a reason, subject to statutory exceptions.
The Store will not require a physical return of the product as a condition of processing an approved statutory cancellation refund where the Store has expressly waived the return requirement.
Mandatory rights under applicable United Kingdom consumer law remain unaffected.
Germany, statutory right of withdrawal
German consumers may exercise their statutory Widerrufsrecht in accordance with the German Civil Code. A withdrawal may be declared by an unequivocal statement to the trader, and a reason is not required. The statutory withdrawal period is generally 14 days.
No waiver of mandatory rights
This Return and Refund Policy is intended to provide additional clarity and does not exclude, restrict, or replace any non waiverable rights available to consumers under applicable law.