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Return Policy

Right of withdrawal

When purchasing products online, customers have the right to withdraw from the purchase within 14 days after receiving the product, in accordance with the European Consumer Rights Directive (2011/83/EU). During this period, you may inspect and evaluate the product as you would in a physical store. If you decide to return the product, the return request must be registered within this 14-day period. Unless the product is defective or incorrectly delivered, return shipping costs are the responsibility of the customer.

How to register your return

Registering a return is simple and can be done in several ways. You may use the link included in the order confirmation email, which leads directly to the online return form where you can submit your request. If you created an account on our website, you can log in to My Account, view your orders, and start the return procedure from the relevant order. Returns can also be registered directly through the “Submit return or repair” option available in the footer of our website, which provides access to the return form. Once the request is submitted and reviewed, you will receive instructions and an RMA number for the return process.

Return instructions

To ensure the return is processed correctly, please follow the instructions below.

First, register your return through one of the methods described above. When preparing the shipment, we recommend using the original packaging, as it is specifically designed to protect the product during transport. If the original packaging is no longer available, the item must be packed securely in a strong box with sufficient protective material to prevent damage during shipping. All accessories, cables, manuals, and included components must be returned together with the product. Missing components may affect the possibility of an exchange or refund, except in cases where the product is defective. The product should be returned in the same condition in which it was received, except where a defect is present. Customers should not attempt to open, modify, or repair defective products themselves, as this may affect the assessment of the issue. After the returned product arrives at our warehouse, it will be inspected and evaluated. Depending on the situation, we will determine whether the product will be repaired, replaced, or refunded.

Return shipping

For products weighing under 30 kg, customers may return the product using a parcel courier of their choice. For products over 30 kg or requiring special transport, additional logistics arrangements may be necessary and specific instructions will be provided after the return request has been approved. Unless the return is due to a defective product or an incorrect delivery, the customer is responsible for organizing and paying the return shipment.

Return timeframe and available solutions

Within 14 days after receiving the product, you may register your return and request one of the following options depending on the situation: exchanging the product for another item, requesting repair or replacement if the product is defective, or returning the product and receiving a refund. After the 14-day withdrawal period has expired, refunds based on product dissatisfaction are generally no longer possible. If a product develops a defect after this period, it will be handled under the applicable warranty terms, which typically involve repair or replacement.

Testing the product at home

Customers may examine the product at home in the same way they would inspect it in a physical store. If you decide to return the item, it must be returned with all original accessories and components and packaged carefully. If the product has been used beyond what is necessary to inspect its characteristics and functionality, a reduction in the refund amount may apply. In such cases we will contact you to explain the situation before completing the return process.

Defective products and faster processing

If you are returning a product because it is defective, providing detailed information will help us process the request more quickly. When submitting your return request, include a clear description of the issue and when it occurs. If possible, provide the serial number of the product and attach photos or videos that show the defect. Checking the product manual and ensuring that the device firmware is up to date can sometimes resolve issues quickly, and we recommend trying these steps before initiating a return. Our goal is to evaluate and resolve defective product cases as efficiently as possible.

Refund processing

Once the returned product has been received and inspected by our warehouse team, the refund will be processed using the same payment method used for the original purchase, unless another method has been agreed upon. After the refund has been issued, it may take up to 5 business days for the funds to appear in your account, depending on your payment provider.

Return status and processing time

After the returned product arrives at our warehouse, it will be inspected and tested. You will receive an email confirming that the product has been received. Once the return has been processed, you will receive a second notification confirming the outcome. Our aim is to process returns within approximately 5 business days after receiving the product. If the case involves a defect or repair, the process may take longer depending on the technical evaluation required.

If a defective product requires consultation with the manufacturer, additional steps may be necessary. In such cases we may communicate directly with the manufacturer to determine the best solution. If repair is required, the product may need to be sent to a specialized service center. When repair is not possible, a replacement product or an equivalent refurbished unit may be offered depending on the manufacturer’s policy. Throughout this process we will keep you informed of the progress and any available solutions.

Delayed refunds

If you have not received your refund after five business days from the confirmation that the refund was processed, we recommend checking with your bank or payment provider first, as processing times may vary. If the funds are still not visible in your account, please contact our customer service team so we can investigate the situation and assist you further.