14-Day Cancellation & Returns Policy

1. Your 14-day right of withdrawal

If you are a consumer in the European Union, you have the right to withdraw from the purchase without giving any reason within 14 days. The period starts on the day you, or a person you nominated, take physical possession of the goods.

You do not need to justify your decision, but you must clearly tell the seller that you are withdrawing. Start the request from the order in My Orders, or send an unambiguous statement through the Messages section, before the 14-day period expires.

2. How to return an item

• Open My Orders and select the order and the items you want to return.
• Choose a reason and submit the return request; it goes directly to the seller.
• You will receive instructions, including the return address, within a few days.
• Send the goods back without undue delay and in any case within 14 days of telling the seller you are withdrawing.
• Keep the proof of dispatch and the tracking number until your refund is confirmed.

3. Refunds

The seller refunds all payments received for the returned items, including the standard outbound delivery cost, within 14 days of being informed of the withdrawal. The refund is issued through the original payment method via Stripe; depending on your bank it may take a few additional days to appear.

The seller may delay the refund until the goods are received back, or until you provide evidence that you have sent them, whichever comes first. If the returned value is reduced because the goods were handled beyond what is necessary to establish their nature and characteristics, the seller may deduct the corresponding amount.

4. Who pays return shipping

Unless the seller states otherwise on the product page or the goods are faulty, you bear the direct cost of returning the items. Sellers may offer free returns as a service, in which case a prepaid label is provided with the return instructions.

5. Exceptions

The right of withdrawal does not apply to:

• Goods made to your specification or clearly personalised (for example custom prints, engraved items or made-to-measure products).
• Sealed goods that are not suitable for return for health or hygiene reasons and that have been unsealed after delivery.
• Sealed audio, video or computer software that has been unsealed.
• Goods that are liable to deteriorate or expire rapidly.
• Digital content delivered immediately, where you expressly agreed to lose the withdrawal right at checkout.
• B2B orders, and products clearly marked as non-returnable for hygiene, safety or custom-manufacture reasons before purchase.

6. Faulty, damaged or wrong items

If an item arrives faulty, damaged or different from what you ordered, you do not need to use the withdrawal right: the legal guarantee applies. Report it as soon as possible from the order in My Orders, include photos where relevant, and the seller will arrange a repair, replacement or refund. In these cases the seller covers the return cost.

7. Exchanges

Exchanges are handled as a return followed by a new order, so that payment, stock and delivery are always accurate. Some sellers may offer a direct exchange for the same item in a different size or colour; the options available to you are shown in the return flow.

8. Cancelling before dispatch

If your order has not yet been dispatched, you can request cancellation from the order in My Orders. Provided the parcel has not left the seller, the order is cancelled and refunded in full without a return shipment.

9. Model withdrawal form

You may use the statement below, though it is not mandatory. To: the seller identified in your order confirmation. I hereby give notice that I withdraw from my contract of sale for the following goods: [order number, item(s)]. Ordered on: [date]. Received on: [date]. Name and address of consumer: [details]. Date: [date].

You can reach us through the app (Profile → Legal & Policies), through the Messages section of your account, or by replying to any order email you receive from Pinsada.