Returns and Complaints Policy

1. Right of Withdrawal (Returns)

If you are in the EU, as a consumer, you have the right to withdraw from the sales contract concluded in our online store within 14 days without giving any reason.

To exercise the right of withdrawal, you must inform us of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post or email).

2. How to Make a Return Step by Step

1. Fill out the return form: You may use the standard withdrawal form template or write your own statement.
2. Secure and package the item: The returned product must be complete and properly protected against damage during transport.
3. Send the product back: Send the goods back to our return address no later than 14 days from the day on which you communicate your withdrawal from the contract to us.

3. Effects of Withdrawal and Refunds

If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us).

• We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise.
• Reimbursement will be made promptly and in any event no later than 14 days from the day on which we are informed about your decision.
• We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is earliest.

4. Exceptions to the Right of Withdrawal

The right of withdrawal does not apply to contracts concerning the supply of:

• Goods made to the consumer's specifications or clearly personalized (e.g. custom instruments or custom modifications).
• Sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.
• Goods which are liable to deteriorate or expire rapidly.

5. Complaints (Warranty and Non-conformity)

We are obliged to deliver goods that are free of defects. If the purchased product turns out to be defective or non-compliant with the contract, you have the right to file a complaint.

• Complaints can be submitted electronically via email or in writing to our postal address.
• Please include in your complaint: a description of the defect, the date it was discovered, your requested remedy (repair, replacement, price reduction, or contract termination), and your contact details.
• We will address your complaint within 14 days of receiving it.