Returns and exchanges

We want you to receive the right product in the right condition. If that does not happen, or you need to send something back, these are our rules.

Return period

You can request a return or exchange within 14 days of delivery. Some product pages may state a different period, but it is never shorter than seven days from receipt.

Conditions

The product must be unused and in its original packaging with all accessories, unless the reason for the return is a defect or our mistake.

Not returnable for a change of mind

For health and safety reasons, the following cannot be returned unless they are defective or not what you ordered:

• Protective equipment that touches the body once opened or used, such as gloves, masks and ear plugs
• Opened consumables
• Items made or cut to order
• Products supplied on demand, once the order is confirmed

A product that is defective, damaged, not as described or different from what you ordered can always be returned within the return period.

Who pays for shipping

• Defective, not as described or wrong item: you pay nothing, and wrong items are exchanged with priority
• Damaged in transit: you pay nothing
• Change of mind: the shipping cost is deducted from the refund

How to return

• Open a return request from the order details page in your account
• Choose the items, quantities and reason, and add photos; photos are required for defective, damaged or wrong items
• Choose how you would like to be refunded
• We review your request within one business day and tell you whether it is accepted, with the reason if it is not
• Once accepted, we arrange collection from your address with its own tracking number
• We inspect the item on arrival, then complete the refund or exchange and issue a credit note linked to your invoice

If a shipment arrives damaged, use the "report a damaged shipment" button on the tracking page.

Exchanges

You can exchange an item for another size or type of the same product if it is in stock; otherwise we refund you in full. If the replacement costs more, you pay the difference before it ships; if it costs less, we refund the difference. Exchanging for a different product is handled as a return plus a new order.

Refund times

• mada, Visa and Mastercard: 5 to 14 business days, depending on the issuing bank
• Apple Pay and STC Pay: 3 to 7 business days
• Tabby and Tamara: the provider adjusts your remaining instalments directly
• Bank transfer: 3 to 5 business days after the IBAN is verified
• Wallet credit: immediate, and valid for one year

The refund includes the VAT paid on the item, after any discount applied at purchase.

Large company orders

Returning large quantities from project orders needs additional approval from our sales management. This does not affect your right to return a defective or wrong item.