Our Refund Policy

 

Legal guarantee
Under EU rules, if the goods you buy turn out to be faulty or do not look or work as advertised, the seller must repair or replace them at no cost. If this is impossible or the seller cannot do it within a reasonable time and without significant inconvenience to you, you are entitled to a full or partial refund. You always have the right to a minimum 2-year guarantee from the moment you received the goods. However, national rules in your country may give you extra protection.

The 2-year guarantee period starts as soon as you receive your goods.

If a defect becomes apparent within 1 year of delivery, you don't have to prove it existed at the time of delivery. It is assumed that it did unless the seller can prove otherwise. In some EU countries, this period of “reversed burden of proof” is 2 years.

Goods bought from private individuals are not covered by these rules.

Commercial guarantees
Shops or manufacturers might offer you an additional commercial guarantee (also known as a "warranty"). This can give you better protection but can never exclude or reduce your rights under the minimum 2-year guarantee. The conditions should be laid down clearly in the commercial guarantee statement. If they are less advantageous than any advertised conditions, the more advantageous ones apply.

Sample story
Carla bought a hairdryer with a 6-month commercial guarantee. When it broke after 8 months, she took it back to the shop. The shop assistant told her that her guarantee had run out and that she was not entitled to a refund. Carla pointed out that she had a full 2-year guarantee free of charge under EU consumer protection law, and that the seller's 6-month guarantee only offered additional services. The shop agreed to replace the hairdryer.