Return & Replacement Policy

A custom product is made to order and therefore we will not generally allow returns or exchanges. Only extraordinary circumstances may cause us to contemplate a custom product return, replacement or card refund, for example where items are defective due to manufacturing flaws.

Claims must be made within 14 days of receipt of order. The customer may be required to send a picture to be analysed by our Product Department, who will have sole discretion for approving any return or exchange.

In the event that a claim is initially approved, you will be provided a Return Authorization (RA#) number and an address to which you can return your order.

Do not take it upon yourself to simply return any merchandise!

Once a Return Authorization (RA#) has been issued please follow the steps below to complete your return :

• Items must be returned within 14 days after RA# has been issued.
• The product must be returned in its original condition.
• All original receipts and invoices must accompany the return.
• The Return Authorization number must be written clearly on the box or package.
• The product must be properly packaged and insured when shipping your return back to us. The customer pays for the shipping costs, which will be refunded after the item has been inspected and approved for a replacement.

Please note, all returned merchandise must comply with the following guidelines:

• If the item is not sent back to us within 30 days after the date the RA number has been issued, returns will not be accepted.
• Keep your shipping records for proof of shipment in the event of loss of returned merchandise. We are not responsible for any parcel lost or damaged if you choose to return the item(s) uninsured or without tracking. We will only credit you for items received back in our warehouse.
• Claims will not be accepted on items improperly or insecurely packaged.
• Merchandise returned without authorization will not be accepted and will be refused or returned to you at your expense.
• Once we have received your return, we will inspect the item and if we, in our sole discretion, see fit, approve a replacement. 
• Items that are dirty, washed or used will not be accepted for refund or replacement.

Replacement

If the product is found to be defective, we will refund the shipping charges of the returned item and arrange for a replacement with no additional shipping costs. We will credit the approved refund amount to the credit card, PayPal- or bank-account used to purchase the returned item.

Please allow 1-2 billing cycles for the refund credit to appear on your credit card statement.

Refund

If an item cannot be repaired or replaced, we will refund the full cost of the merchandise and shipping charges. We will credit the approved refund amount to the credit card used to purchase the returned item including shipping and handling charges. If your country of residence is not a country of the eurozone, your refund will be made at the exchange rate in effect at the time of your purchase.

If the product is not found to be defective, and we determine, at our sole discretion, that no mistakes are attributable to our actions or omissions, no refund or replacement claims will be accepted.

We cannot be held responsible for returned parcels that are lost, damaged or delayed by the shipping company. In case of loss or delay, please read our Shipping Policy.