1. Order to Cancellation and Returns
1.1. Cancellation Before Dispatch

Under Articles 9–14 of Directive 2011/83/EU, the Customer may cancel the order at any time before it has been dispatched. A full refund will be issued.

1.2. Items Exempt from the Right of Withdrawal

Since the Seller offers apparel products, the only relevant exemption from Article 16 of Directive 2011/83/EU is:

custom-made or personalised clothing (Article 16(c)) — goods produced according to the Customer’s measurements, specifications, or customised design.

All standard-size, non-customised items are eligible for return, provided they meet the conditions stated below.

1.3. Defective or Non-Conforming Goods

If the delivered goods are defective, damaged, or do not conform to the contract, the Customer must notify the Seller and return the goods for inspection within a reasonable period.
The Seller will, in accordance with Directive (EU) 2019/771, provide repair, replacement, price reduction, or a refund.

1.4. Refunds for Defective Goods

Once a defect claim is approved, the Seller will refund the Customer within 14 days from confirmation of entitlement.
If the Customer paid for delivery of a defective product, standard shipping costs will be refunded (Article 14(3), Directive 2011/83/EU).

1.5. Procedure for Customer-Initiated Returns

Returns are processed only after the Customer submits a request via email or through the contact form on the website.

1.6. Return of Non-Defective Goods (Withdrawal)

If the Customer exercises the right of withdrawal within the 14-day withdrawal period, return shipping costs are borne by the Customer (Article 14(2)).

1.7. Return Shipping Requirements

The Customer must ship the goods back no later than 14 days after submitting the withdrawal notice.
Goods must be sent to the return address provided by the Seller.

1.8. Return Acceptance Hours

Returned goods are accepted on business days from 10:00 to 17:00.

1.9. Required Documentation

The Customer must include the completed return form provided by the Seller and indicate:

full name and contact details;

order number;

list of returned items;

reason for return (optional for non-defective goods);

date of return.

1.10. Refund Timeframe

Refunds for returned goods will be issued within 14 days after the Seller receives and inspects them, as required by Article 13 of Directive 2011/83/EU.

2. Conditions for Return or Exchange
2.1. 14-Day Withdrawal Period

The Customer may return goods within 14 days from:

the day the goods are delivered, or

the day the Customer obtains physical possession of the goods.

2.2. Condition of Returned Apparel

Apparel may be returned only if it meets all of the following conditions:

no signs of wear, washing, or use;

no damage, stains, odours, stretching or deformation;

all original tags, labels, and packaging are intact;

the item retains its original commercial appearance.

The Customer may try the item on to determine size and fit, provided the item is handled no more than necessary to establish its characteristics (Article 14(2)).

Items showing signs of significant use, wear, or damage are not eligible for return.

2.3. Steps to Initiate a Return

Contact the Seller via email or the contact form.

Receive and complete the return form.

Send a digital copy via email and include the signed original inside the return package.

Return shipping is paid by the Customer (unless otherwise agreed).

Goods must be shipped using a method that ensures traceability.

2.4. Refund Processing

Refunds will be issued within 14 days after the returned items arrive at the Seller’s warehouse and pass inspection.

3. Contact Information

For all questions regarding returns or exchanges:

custservice@skinofangel.store