Refund policy
Last updated: 23.06.2026
RETURNS, EXCHANGES AND DELIVERY-RELATED FEES
We offer a 14-day return period for purchases made through our online store. You must notify us of your return within 14 days of receiving your order. Returned products must be shipped within 14 days of submitting the return notification.
Returned products must be unused, undamaged and in resalable condition, including all original packaging, labels and accessories.
The return of an order and the first exchange related to an order are free of charge for the customer.
For additional exchanges or returns related to the same order, the customer is responsible for the associated shipping and handling costs.
If a returned product requires cleaning, repackaging or other processing before it can be sold again, a handling fee of €10 may be deducted from the refunded amount.
If a returned product is no longer in a resalable condition, the product is not eligible for a refund. In such cases, we will contact the customer and offer the option to have the product returned to them at their expense.
To initiate a return, please contact our customer service and include your order number and details of the products you wish to return. Return instructions will be provided by email.
Once the returned products have been received and inspected, the refund will be issued using the same payment method used for the original purchase.
UNCLAIMED ORDERS
An unclaimed order or a parcel returned due to non-collection is not considered a customer return.
If you are unable to receive or collect your parcel, please contact our customer service in advance. If a parcel is returned to us without prior notice from the customer, a handling fee of €10 will be deducted from the refunded amount.
RESHIPMENT OF RETURNED PARCELS
If a parcel is returned to us because it could not be delivered or collected and the customer wishes the parcel to be resent, the first reshipment will be provided free of charge.
If repeated reshipments are required, we reserve the right to charge the applicable shipping costs before resending the parcel.
CHANGES TO DELIVERY AFTER DISPATCH
If a customer requests a change to the delivery method, delivery address, pickup location or other delivery details after the order has already been dispatched, the first such change will be handled free of charge where possible.
If repeated delivery changes are requested after dispatch, we reserve the right to charge an administrative and carrier processing fee of €16 per change, corresponding to the fee charged to us by the carrier.
DEFECTIVE OR INCORRECT PRODUCTS
Upon receiving your order, please inspect the products immediately. If a product is missing, defective, damaged or otherwise incorrect, contact our customer service without delay. We will provide case-specific instructions regarding replacement, refund, disposal, and/or return of the product.
PRODUCTS EXCLUDED FROM THE RIGHT OF RETURN
For hygiene, health and product safety reasons, the right of return and exchange does not apply to products whose packaging or hygiene seal has been opened after delivery, where the product cannot reasonably be resold.
This includes, but is not limited to:
- opened hygiene products;
- inflatable recovery collars;
- Canius Plus products due to their perishable nature; and
- other products specifically marked as non-returnable at the time of purchase.
If there is uncertainty regarding the eligibility of a product for return, please contact our customer service before returning the item.
