Returns & Exchanges
If a product doesn't meet your expectations, you can return it.
Right of withdrawal
You can exercise your right of withdrawal without giving any reason within 14 days of receiving the product.
Return conditions
- The product must be unused and untried.
- The original packaging, labels and any gift/accessory parts must be complete.
- It must be sent with the invoice or order number.
Non-returnable products
Under the regulations, the right of withdrawal does not apply to:
- Products made to order. Atelier orders and custom-designed bases are included; they cannot be returned once production has started.
- Products that cannot be returned for hygiene reasons. Items in direct contact with the mouth, such as mouthpieces and hose tips, cannot be returned if their packaging has been opened.
- Products that have been mixed with other items after delivery and cannot be separated.
Damaged or defective products
If the product arrives damaged, incomplete or different from its description, the withdrawal period does not apply and we cover the shipping cost. If you notice damage when receiving the package, do not accept it and have the courier draw up a report.
How to return
- Open the order from the My orders page.
- Press "Request a return" and write the reason.
- Your request is reviewed and shipping instructions are sent to you.
- The refund process starts once the product reaches us and is checked.
Refunds
Once your return is approved, the refund is made using the payment method of the order. If you paid by card, the amount is refunded to your card; depending on your bank, it may take 3–10 business days to appear.
If you used a coupon, the refund is calculated on the amount actually paid after the coupon. If the whole order is returned, your coupon is restored.
Exchanges
Instead of direct exchanges we use the return process: once your return is completed, you can order the product you want. This avoids stock and price mix-ups.
Return shipping cost
For returns under the right of withdrawal, the shipping cost is paid by the buyer; for damaged or defective products, by the seller.
If you have questions, write to us.