Returns & Right of Withdrawal

Draft – have this reviewed by a lawyer before publishing.

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Your right of withdrawal

As a consumer in the European Union, you have the right to withdraw from your purchase within 14 days without giving any reason. This right is based on the EU Consumer Rights Directive 2011/83/EU.

Withdrawal period

The withdrawal period expires 14 days after the day on which you, or a third party indicated by you (other than the carrier), acquire physical possession of the goods.

If you ordered several items in one order that are delivered separately, the period expires 14 days after you receive the last item.

How to exercise your right

To exercise your right of withdrawal, you must inform us of your decision to withdraw by a clear statement, for example by email to [Email] or by post to:

[Company name] [Address]

You may use the model withdrawal form below, but it is not obligatory. To meet the withdrawal deadline, it is sufficient to send your notice before the withdrawal period has expired.

We will confirm receipt of your withdrawal by email and provide you with the return address. Because goods are shipped from supplier warehouses in the EU, the return address may differ from our business address. Please do not send goods back without first contacting us.

Effects of withdrawal

Refunds

If you withdraw from the contract, we will refund all payments received from you, including the costs of delivery (other than any supplementary costs resulting from your choice of a type of delivery other than the least expensive standard delivery offered by us), without undue delay and in any event no later than 14 days from the day on which we are informed of your decision to withdraw.

We will make the refund using the same means of payment you used for the original transaction (your card, via our payment processor SUMIT), unless you have expressly agreed otherwise. You will not incur any fees as a result of the refund.

We may withhold the refund until we have received the goods back, or until you have supplied evidence of having sent back the goods, whichever is earlier.

Returning the goods

You must send back the goods without undue delay and in any event no later than 14 days from the day on which you communicate your withdrawal to us. The deadline is met if you send back the goods before the 14-day period has expired.

Return costs: You bear the direct cost of returning the goods, unless the goods are faulty or not as described. [legal review] For bulky items such as fitness equipment or scooters, return shipping costs may be higher; we can provide an estimate on request. [legal review]

Condition of returned goods

You may handle the goods as you would in a shop, to establish their nature, characteristics and functioning. You are only liable for any diminished value of the goods resulting from handling beyond what is necessary for this purpose.

Please return items in their original packaging where possible, with all parts, accessories and manuals included, and pack them securely to avoid damage in transit.

Exceptions

The right of withdrawal does not apply, among other cases provided by law, to:

• goods made to your specifications or clearly personalised;
• sealed goods that are not suitable for return due to health protection or hygiene reasons, if they have been unsealed after delivery;
• goods that, after delivery, have been inseparably mixed with other items due to their nature.

Where an exception applies to a product, this will be stated on the product page. [legal review]

Damaged or faulty goods

Your right of withdrawal is separate from your rights under the legal guarantee of conformity.

If your order arrives damaged, or a product is faulty or not as described:

1. Contact us at [Email] as soon as possible, ideally within [number] days of delivery, with your order number, a description of the problem and photos of the item and packaging. Reporting early helps us resolve the issue quickly; it does not limit your statutory rights.
2. We will arrange a repair, replacement or, where applicable, a price reduction or refund, in accordance with your rights under EU consumer law.
3. In the case of faulty or non-conforming goods, we cover the cost of return shipping.

The legal guarantee of conformity lasts at least two years from delivery. See our Terms & Conditions for details.

Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

To [Company name], [Address], [Email]:

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*):

• Ordered on (*)/received on (*):
• Name of consumer(s):
• Address of consumer(s):
• Signature of consumer(s) (only if this form is notified on paper):
• Date:

(*) Delete as appropriate.

Contact

For any questions about returns or withdrawals, please contact us:

[Company name] Email: [Email] Phone: [Phone]