Refund and Withdrawal Policy

1. Our return window

You may return an item for any reason within 30 days of receiving it. This is our commercial policy and it applies to every customer.

The statutory rights below apply on top of it and are never reduced by it. Where a statutory right is more generous, the statutory right wins.

2. EU and UK: right of withdrawal (14 days)

If you are a consumer in the EU or the UK, you may withdraw from the contract within 14 days of the day you, or someone you name, take physical possession of the goods. You do not need to give a reason.

To withdraw, tell us clearly before the 14 days are up — a message to +1 (757) 634-5230 is enough. You may use the model withdrawal form annexed to Directive 2011/83/EU, but you do not have to.

Return the goods within 14 days of telling us. You pay the cost of the return unless the item was faulty or wrongly sent.

We refund everything you paid, including standard outbound delivery, within 14 days of receiving the goods back or of proof that you sent them, whichever is earlier. We refund using the same payment method you used.

You are only liable for any reduction in value caused by handling the goods beyond what is needed to establish their nature and characteristics — in other words, you may inspect them as you would in a shop.

3. Brazil: direito de arrependimento (7 days)

Under Article 49 of the Código de Defesa do Consumidor, consumers in Brazil who buy outside a physical shop may cancel within 7 days of the contract or of receiving the goods, whichever is later.

In that case all amounts paid, including shipping, are refunded and monetarily adjusted. Return shipping in an Article 49 cancellation is at our cost.

4. Faulty, damaged or wrong items

If an item arrives faulty, damaged or is not what you ordered, contact us with your order number and a photo. We pay the return shipping and, at your choice, repair, replace or refund.

This is separate from the return window above. EU consumers have a two-year legal guarantee of conformity; UK consumers have the Consumer Rights Act 2015; Brazilian consumers have 90 days for durable goods under the CDC.

5. What cannot be returned

• Digital downloads once the download has started, where you agreed to immediate access and acknowledged losing the right of withdrawal.
• Sealed goods unsealed after delivery where returning them is not possible for hygiene or health reasons.
• Goods made to your specification or clearly personalised.

These exceptions are the ones permitted by Article 16 of Directive 2011/83/EU. Nothing here limits your rights if the item is faulty.

6. How to start a return

Contact us at +1 (757) 634-5230 with your order number and what you would like to do. We will send return instructions and an address.

Refunds are issued to the original payment method. Your bank may take a few further days to show the credit.