Right of Withdrawal and Product Returns

1. A consumer who has entered into a distance sales contract has the right to withdraw from the contract without giving any reason within 14 days from the date on which the product is received, subject to exceptions provided by applicable law.
2. To exercise the right of withdrawal, the consumer must inform the Seller of the decision to withdraw before the withdrawal period expires. The notification may be sent electronically to: [email protected]

3. After notifying the Seller of the withdrawal, the consumer must return the product without undue delay and no later than 14 days from the date on which the Seller was informed of the decision to withdraw.
4. The consumer bears the direct cost of returning the product.
5. The consumer is responsible for any diminished value of the product resulting from handling it beyond what is necessary to establish its nature, characteristics and functioning.
6. In the event of a valid withdrawal, the Seller will refund the payments received from the consumer, including the original delivery cost, provided that reimbursement of delivery costs is limited to the cost of the least expensive standard delivery method offered by the Seller for the relevant order.
7. If the consumer selected a delivery method that was more expensive than the least expensive standard delivery method offered by the Seller, the Seller is not required to reimburse the additional delivery costs.
8. The refund will be made without undue delay and no later than 14 days from the date on which the Seller is informed of the consumer's decision to withdraw from the contract. The Seller may withhold reimbursement until the returned product has been received or the consumer provides evidence that the product has been sent back, whichever occurs first.
9. The refund will normally be made using the same payment method used for the original transaction unless the consumer expressly agrees to another method that does not result in additional costs.
10. The right of withdrawal does not apply in cases specified by applicable law, including, in particular, goods made to the consumer's specifications or clearly personalised. This may include custom patches manufactured according to an individual design, specification or personalisation requested by the customer, where the statutory conditions for this exception are met.
11. This exclusion from the right of withdrawal does not affect the consumer's rights where a custom-made product does not conform to the contract.

Complaints and Non-Conforming Products

1. The Seller is responsible for ensuring that products conform to the contract in accordance with applicable consumer protection laws.
2. Complaints may be submitted electronically to: [email protected]

• To help us process a complaint efficiently, customers are encouraged to provide the order number, identify the product concerned, describe the issue and, where useful, provide photographs. Failure to provide this additional information does not affect the consumer's statutory rights.
• Complaints will be handled in accordance with applicable consumer protection laws.