Frequently Asked Questions

Until the order is submitted, all information (shipping address, billing information, payment method, cart contents) can be freely modified. After the order is submitted, but before processing begins, you can request a modification on the Contact page by providing the order number. The order may be cancelled until it is accepted (until the contract is concluded). After the contract is concluded, as a Consumer, you have a 14-day right of withdrawal without giving any reason, starting from the date of receipt of the goods. The detailed terms for exercising the right of withdrawal are set forth on the Withdrawal page (see also: Chapter 14 of the General Terms and Conditions). Business Customers may not unilaterally cancel an order after the contract has been concluded.

The return method depends on why you want to return the product:

1. You have changed your mind (withdrawal): You may exercise your right of withdrawal within 14 calendar days of receiving the product, without giving a reason. Fill out the online withdrawal form — this is the fastest way. After submitting the form, we will send you a confirmation email with the case number, the exact return address and the return instructions.
2. You received a defective or non-conforming product: Please submit your claim using the complaint form, providing your order number, a description of the defect and photos. You can read about the details of the claims process on the Warranty and Guarantee page.

Steps for returns based on the right of withdrawal:

1. Submitting a withdrawal notice: Fill out the online withdrawal form, or send a clear written statement to returns@multiviewdigital.com. You must do this within 14 days of receiving the product.
2. Confirmation: We will send you a confirmation email containing the case number, the exact return address and the return instructions.
3. Returning the product: Ship the product to the address provided in the email within 14 days of submitting the notice.
4. Refund: We will refund the purchase price upon receipt of the returned product — no later than 14 days from the date we receive your notice of withdrawal.

There are two deadlines you need to be aware of:

• Notice of withdrawal: You must submit the notice of withdrawal within 14 calendar days of receiving the product. If your order arrived in multiple packages, the 14-day period begins on the day you received the last package.
• Returning the product: You must ship the product within an additional 14 calendar days from the date you submit the notice of withdrawal. To meet the deadline, it is sufficient to dispatch the product within this period.

Once these deadlines have passed, the right of withdrawal can no longer be exercised. You can find the detailed rules on the Right of Withdrawal page.

You must return the product in undamaged condition. You are permitted to try out the product — to the extent that you would in a traditional store (e.g. visual inspection, checking the size, testing basic functionality). However, you are liable for any depreciation resulting from use beyond what is necessary or from improper handling.

We recommend that you return the product in its original packaging whenever possible — this helps prevent damage during shipping.

We will provide the exact return address in the confirmation email sent after you submit your notice of withdrawal. Since our products are shipped from multiple European Union member states, the return address may vary depending on the contents of your order. Please return the product only to the address provided in the email.

The refund will be processed after we receive the returned product, no later than 14 days from the date we receive your notice of withdrawal.

Refund method:

• Original payment method: By default, we will refund the amount using the payment method used for the original transaction (e.g. credit card, bank transfer).
• Bank transfer: If you provided a bank account number (IBAN) on the withdrawal form, the refund will be made via bank transfer to the specified account.

The refund includes the purchase price of the product and the original shipping cost. However, if you selected a shipping method other than the cheapest standard shipping option we offered at the time of your order (e.g. express), we will only refund the cost of standard shipping. We do not charge any fees for processing the refund.

After submitting your notice of withdrawal, you will receive a unique case number in the confirmation email. You can track the status of your case in two ways:

• In your account — on the "My Account" page, under the "Cases" tab, you can view the current status of your case, reply to customer service, and attach additional documents (e.g. a shipping receipt).
• Via email notifications — we send automatic notifications for every status change.

If you have any questions regarding your case, please contact our customer service team, referencing the case number.

If the product you received is defective or does not comply with the terms of the contract, this is not a case of withdrawal but a warranty or guarantee claim. The key differences between the two procedures:

• Withdrawal: 14-day deadline, no justification required, return shipping costs are your responsibility.
• Warranty: valid for at least 2 years from the date of receipt of the product; if the claim is valid, the Seller bears the return shipping costs. Remedies: repair, replacement, price reduction, or withdrawal from the contract and a refund.

In the event of a defective product, please submit your claim using the complaint form, providing the order number, a detailed description of the defect, and photographs. For more information about your warranty and guarantee rights, please visit the Warranty and Guarantee page.

Please do not open or use the incorrectly delivered product. Take a photograph of the received product and its packaging, then report the issue to our customer service with your order number. After verification, we will arrange delivery of the correct product — the cost of returning the incorrectly shipped item is borne by the seller.

Yes. You do not need to return the entire order — you can specify in the withdrawal form which item your withdrawal applies to. On the withdrawal form, specify which item you wish to return next to the product name. The refund applies exclusively to the purchase price of that specific product.

If you would like a different product or size, please contact us first — we handle all such requests on a case-by-case basis. If an exchange is not possible, exercise your right of withdrawal via the withdrawal form, and place a new order after receiving your refund.

In the case of a defective product — where the defect gives rise to a warranty claim — an exchange is one of the available remedies. In such cases, please submit your claim using the complaint form.

For the following products, the right of withdrawal cannot be exercised for legal reasons:

• products made to your specific order and tailored to your personal needs,
• products in sealed packaging for health or hygiene reasons, if you have opened the packaging after receipt,
• products that, by their nature, have become inseparably combined with other products.

The list above contains the exceptions most relevant to the product range of our online store. A complete list of exceptions — including perishable products, opened audio/video media, and digital content not on a physical medium — is available on the Right of Withdrawal page.

In the case of a defective product, the above exceptions do not apply — you may assert your warranty claim as described on the Warranty and Guarantee page.

The legal guarantee of conformity is a statutory right that automatically applies to every product purchase — no separate agreement is required. Under EU Directive 2019/771, the seller is liable for any lack of conformity that becomes apparent within 2 years of delivery.

A commercial guarantee (warranty) is an additional, voluntary commitment by the manufacturer or trader that may grant further rights beyond the legal guarantee. The existence of a commercial guarantee does not affect or limit your legal guarantee rights.

The legal guarantee of conformity can be enforced against the seller — if the purchased product is defective, the seller is obligated to repair it, replace it, or, if neither is possible, reduce the price proportionally or issue a full refund.

Product liability, on the other hand, can be enforced against the manufacturer or distributor. The manufacturer is responsible for ensuring that the product meets the quality standards in effect at the time it was placed on the market. Under a product liability claim, you may only request repair or replacement, and the burden of proving the defect lies with you.

Important rule: you cannot simultaneously pursue a legal guarantee claim and a product liability claim for the same defect. However, if your product liability claim has been successfully resolved, you may enforce your legal guarantee rights for the replaced product or repaired part against the manufacturer.

Under EU law (Directive 2019/771), you may exercise your rights within 2 years from delivery. You should report the defect promptly after discovery.

During the first 12 months, you need only report the defect and provide proof of purchase (invoice or order confirmation). After 12 months, you must demonstrate that the defect existed at the time of delivery. The legislation of your country of residence may provide for a longer period.

Under EU Directive 2019/771, the legal guarantee of conformity applies to all consumer goods purchased from a professional seller — regardless of product type or price. This includes household appliances, electronics, furniture, sporting goods, and any other tangible movable item.

If you are unsure whether your product is covered, please contact our customer service.

Under EU Directive 2019/771, the minimum legal guarantee period is 2 years from delivery. During the first 12 months, any defect is presumed to have existed at the time of delivery (reversed burden of proof). The consumer protection laws of your country of residence may provide for a longer guarantee period.

Contact us via the Contact page or — if you have an account — by submitting a customer service ticket. Please provide your order number, the product name, a detailed description of the defect, and if possible, attach photographs. After receiving your claim, our team will review it and inform you of the next steps.

To submit a warranty or guarantee claim, you will need the following:

• proof of purchase (we send the invoice via email upon order fulfilment; you can also access your order confirmation in your account at any time),
• a detailed description of the defect,
• photographs of the defect, if possible, to help expedite the review.

If the product is covered by a manufacturer's guarantee, the manufacturer includes a guarantee certificate with the product, specifying the guarantee period and the conditions for making a claim. If the guarantee certificate is missing or incomplete, this does not affect your legal guarantee rights — your claims can be fully enforced on the basis of the invoice or order confirmation.

Under EU law, the seller is required to carry out the repair or replacement within a reasonable time and without significant inconvenience to the consumer (Directive 2019/771, Art. 14).

If the repair or replacement cannot be completed within a reasonable time, you are entitled to request a proportional price reduction or to withdraw from the contract and receive a full refund of the purchase price.

Within the guarantee period, the burden of proving the defect lies with the Seller. This means that you do not have to prove that the defect is of manufacturing origin — the Seller is obligated to prove that the defect arose after delivery. If the Seller cannot prove this, we will repair the product, replace it, or — if this is not possible — refund the purchase price.

The reversed burden of proof means that, within a specified period, you do not have to prove that the defect already existed at the time of delivery — rather, the Seller must prove that the defect arose subsequently.

Under Directive (EU) 2019/771, this applies for the first 12 months from delivery. The consumer protection legislation of your country of residence may provide for a longer period.

If the product is defective at the time of delivery or the defect becomes apparent within the first few days after receipt, you are entitled to request an immediate replacement or — if replacement is not possible — a full refund of the purchase price. During this early period, the defect is presumed to have existed at the time of delivery, meaning you do not need to prove the origin of the defect.

In such cases, please contact us immediately via the Contact page or — if you have an account — by submitting a customer service ticket, providing your order number, the product name, and a description of the defect.

Under Directive (EU) 2019/771, if a repair or replacement does not bring the goods into conformity, or if the seller fails to carry out the repair or replacement within a reasonable time, you are entitled to request a proportional price reduction or to withdraw from the contract and receive a full refund of the purchase price.

This rule ensures that you are not required to accept an unlimited number of repairs and that you receive an adequate solution for a product with persistent defects.

The guarantee does not cover:

• defects resulting from improper or non-intended use,
• natural wear and tear,
• malfunctions resulting from improper installation or assembly,
• damage resulting from intentional destruction or force majeure.

The Seller is exempt from its guarantee obligation only if it proves that the cause of the defect arose after delivery.

The right of withdrawal and a guarantee claim are two separate consumer rights.

Under the right of withdrawal, you may return the product within 14 days of receipt without giving a reason — even if it is completely free of defects. A guarantee claim, on the other hand, can only be made in the case of a defective product, but is available for 2 years from delivery.

These two rights can be exercised independently of each other: if your product is defective, a guarantee claim may be more favourable, as the cost of return shipping is borne by the Seller. You can find details about the right of withdrawal on the right of withdrawal page.

In all Member States of the European Union, consumers are entitled to at least a 2-year guarantee under Directive (EU) 2019/771, with the burden of proof reversed during the first 12 months.

The consumer protection rules of your Member State of residence may grant you additional rights beyond the EU minimum. Your rights as a consumer are always enforced according to your habitual place of residence.

Please do not open or use the incorrectly delivered product. Take a photograph of the received product and its packaging, then report the issue to our customer service with your order number. After verification, we will arrange delivery of the correct product — the cost of returning the incorrectly shipped item is borne by the seller.

The right of withdrawal allows you to withdraw from the contract within 14 calendar days of receiving a product purchased from our online store, without giving any reason. This right is guaranteed by EU Directive 2011/83/EU, as implemented in the relevant national law of your country of residence.

The right of withdrawal applies exclusively to consumers — that is, natural persons who make purchases for purposes outside their trade, business, or profession. Businesses (legal entities, sole proprietors making purchases for business purposes) are not entitled to exercise the right of withdrawal.

You can read the detailed regulations in the Right of Withdrawal notice.

You may exercise your right of withdrawal within 14 calendar days of receiving the product, without providing a reason. If your order arrives in multiple packages, the 14-day period begins upon receipt of the last package. For products consisting of multiple items or pieces, the period is calculated from the receipt of the last item.

To meet the deadline, it is sufficient to send your notice of withdrawal before the 14-day period expires — it is not necessary for the product to have been returned by that time.

Steps for returns based on the right of withdrawal:

1. Submitting a withdrawal notice: Fill out the online withdrawal form, or send a clear written statement to returns@multiviewdigital.com. You must do this within 14 days of receiving the product.
2. Confirmation: We will send you a confirmation email containing the case number, the exact return address and the return instructions.
3. Returning the product: Ship the product to the address provided in the email within 14 days of submitting the notice.
4. Refund: We will refund the purchase price upon receipt of the returned product — no later than 14 days from the date we receive your notice of withdrawal.

You must post the product or hand it over to a courier service within 14 calendar days of submitting the notice of withdrawal. To meet the deadline, it is sufficient to dispatch the product within this period — it does not need to arrive within 14 days.

In summary, you need to observe two separate 14-day deadlines:

• For submitting the notice of withdrawal: 14 days from receipt of the product.
• For returning the product: an additional 14 days from the date the notice was submitted.

You must return the product in undamaged condition. You are permitted to try out the product — to the extent that you would in a traditional store (e.g. visual inspection, checking the size, testing basic functionality). However, you are liable for any depreciation resulting from use beyond what is necessary or from improper handling.

We recommend that you return the product in its original packaging whenever possible — this helps prevent damage during shipping.

The refund will be processed after we receive the returned product, no later than 14 days from the date we receive your notice of withdrawal.

Refund method:

• Original payment method: By default, we will refund the amount using the payment method used for the original transaction (e.g. credit card, bank transfer).
• Bank transfer: If you provided a bank account number (IBAN) on the withdrawal form, the refund will be made via bank transfer to the specified account.

The refund includes the purchase price of the product and the original shipping cost. However, if you selected a shipping method other than the cheapest standard shipping option we offered at the time of your order (e.g. express), we will only refund the cost of standard shipping. We do not charge any fees for processing the refund.

Yes. You do not need to return the entire order — you can specify in the withdrawal form which item your withdrawal applies to. On the withdrawal form, specify which item you wish to return next to the product name. The refund applies exclusively to the purchase price of that specific product.

Yes. Although the 14-day withdrawal period begins upon receipt of the product, you may indicate your intention to withdraw even before delivery. In this case, the withdrawal procedure takes effect automatically upon receipt of the product. Important: if the package has already been shipped, the costs of delivery and return are borne by the customer.

If the order is still being processed and has not yet been shipped, you may also request its cancellation — to do so, please contact our customer service with your order number via the Contact page or the Customer Service section of your account.

You may return most products within 14 days of receipt without giving a reason. In some cases, however, the law excludes the right of withdrawal — in our webshop, this typically applies to:

• Products made to order or tailored to your specifications
• Sealed products for hygiene or health protection reasons, if the seal has been broken
• Sealed software, audio or video recordings, if the seal has been broken
• Perishable products or products with a short shelf life
• Products whose price depends on fluctuations in the global market

The complete list of exceptions is set out in Article 16 of EU Directive 2011/83/EU, as implemented in the relevant national law of your country of residence. In the case of a defective product, the above exceptions do not apply — in such cases, you may enforce your warranty claim as described on the Warranty and Guarantee page.

The right of withdrawal and a guarantee claim are two separate consumer rights.

Under the right of withdrawal, you may return the product within 14 days of receipt without giving a reason — even if it is completely free of defects. A guarantee claim, on the other hand, can only be made in the case of a defective product, but is available for 2 years from delivery.

These two rights can be exercised independently of each other: if your product is defective, a guarantee claim may be more favourable, as the cost of return shipping is borne by the Seller. You can find details about the right of withdrawal on the right of withdrawal page.

The right of withdrawal expires 14 days after receipt of the product — pursuant to EU Directive 2011/83/EU, withdrawal cannot be exercised after this period.

If a quality issue arises with the product, it can be resolved even after the deadline under warranty or guarantee claims — please use the complaint form for this purpose. Warranty claims can be enforced for at least 2 years from the date of receipt.

If you have any questions, please contact our customer service via the Contact page — we are happy to help.

Yes, opening the packaging does not in itself preclude the right of withdrawal. However, you must return the product in undamaged condition — the consumer is liable for any depreciation resulting from use beyond what is necessary.

For certain product categories, opening the packaging terminates the right of withdrawal — you can read about these under the question "When can the right of withdrawal NOT be exercised?"

We recommend that you open the packaging carefully and, if possible, return the product in its original packaging.

Regarding the notice of withdrawal:
Our system automatically records the receipt of the online withdrawal form or the notice sent by email with a timestamp. The confirmation email serves as proof that the notice was received within the deadline.

Regarding the return of the product:
To meet the deadline, it is sufficient to post the product within the 14-day return period. Proof is provided by the dispatch receipt (acknowledgement of receipt, posting receipt) issued by the courier service or postal service.

Our recommendations:

• Choose a courier service with tracking (e.g. GLS, DPD, DHL) — this way the dispatch date can be clearly verified.
• Keep the dispatch receipt until you receive your refund.
• You can also upload the dispatch receipt to your case in the Cases section of your account.

On the Privacy Notice page, you can choose between two navigation options: the Quick Overview provides a concise summary of the purposes of data processing, legal bases, and retention periods, while the Detailed Description of Data Processing Activities displays the full legal text, including all recipients and data transfers. The page also features a search bar that allows you to search for any specific topic (e.g., "cookies," "newsletter," "billing"). The full policy is also available for download in PDF format.

You may exercise your rights at any time by emailing privacy@multiviewdigital.com or using the contact form. We will respond to your request within 30 days, in accordance with our legal obligations. Requests for access (GDPR Article 15), restriction of processing (GDPR Article 18), and data portability (GDPR Article 20) can only be exercised through this written channel.

You can also exercise your other rights directly on the website via two dedicated interfaces:

User Account — Privacy tab:

• Detailed information on all data subject rights
• View consents on a timeline, with the option to withdraw them individually or in groups
• Object to specific data processing purposes (using toggle switches)
• Initiate account deletion (with impact assessment preview, 72-hour waiting period)
• Delete local and account-linked data (browsing history, wish list, price alerts, etc.)
• Track the status of submitted requests, download published documents

Privacy Notice page — sidebar:

• Withdrawing consents
• Managing data processing preferences (e.g., opting out of ad targeting, language detection, or topic selection)
• Deleting local and account-related data
• Downloading the policy in PDF format

You can also modify your consents at any time using the consent management window at the bottom of the page — here you can decide not only on cookies but on all optional consent categories.

Withdrawing your consent is just as easy as giving it, and can be done in several places:

• User Account — Privacy tab: All consents you've given are displayed in a timeline, and you can withdraw any of them individually or in bulk from here.
• Privacy Notice page: You can withdraw all your consents with a single click in the sidebar.
• Consent Management window: By clicking the buttons at the bottom of the page, you can change which optional consent categories you allow at any time (analytics, marketing, behavior-based recommendations, email measurement, etc.).
• Newsletter: You can unsubscribe with a single click at the bottom of every email sent.

Withdrawal does not affect the lawfulness of data processing previously carried out based on your consent.

You can initiate account deletion on the Privacy tab of your user account. The system first displays an impact assessment screen where you can review in detail which data will be deleted, which will be anonymized, and which services you will lose access to.

If you have any open issues (e.g., an ongoing customer service case or a balance in your wallet), the system will notify you in advance, and the deletion can only be initiated after these issues have been resolved.

After approval, there is a 72-hour grace period during which the deletion request can be withdrawn at any time. Once the grace period has expired, the deletion will be irrevocably carried out.

If you do not have a user account or are unable to log in, you may also submit your deletion request via the contact form or by emailing privacy@multiviewdigital.com.

On the Privacy Notice page, you can review the scope of the data we process from two perspectives. The Quick Overview view provides a detailed breakdown of all data processing purposes, the scope of the data processed, the legal bases, and retention periods — this answers most questions. If you are interested in all the details of a specific data processing activity (recipients, data transfers, technical implementation), the Details of Data Processing Activities view provides comprehensive information.

The notice also includes a search field that allows you to search for any specific topic, and the entire document can be downloaded in PDF format.

The website manages optional data processing purposes by categorizing them into consent categories. Each of these categories may involve different technologies (cookies, localStorage items, server-side processing), but the key point is not the specific technologies, but the data processing purpose for which your consent is required.

Essential functional elements (e.g., session ID, login) are indispensable for using the online store — these are always active and cannot be disabled.

Optional categories are activated only with your explicit consent. These include, among others, analytics (e.g., Google Analytics), marketing-related tracking, behavior-based recommendations, and the tracking of email opens and clicks. In the consent management window that appears on your first visit, you can make a decision for each category, and you can change your selection at any time using the buttons at the bottom of the page.

On the Cookie Information page, you will find detailed information about each stored item: its name, type (cookie, httpOnly cookie, localStorage, sessionStorage), provider, lifespan, and purpose, as well as a direct link to the relevant data processing activity in the Privacy Notice.

Yes. We employ multi-layered security measures that range from data storage to account access to fraud prevention:

Data storage and encryption:

• Passwords are stored using cryptographic hashing (bcrypt) — they are never saved in their original form.
• Session data (IP address, browser ID) is recorded exclusively in hashed, irreversible form.
• All communication takes place over an encrypted channel (HTTPS/TLS).
• We do not store credit card data — it is handled directly by Stripe, an international payment service provider with PCI DSS certification.

Account security:

• We provide the option to enable two-factor authentication (2FA) using an authentication app.
• We send an automatic email notification when you log in from an unknown device.
• In the event of repeated failed login attempts, the system applies progressive account locking.

Fraud prevention and system security:

• An automated fraud detection system monitors suspicious transactions and activities.
• Multi-layered security protects all entry points of the system against abuse.
• Payment processes undergo separate security checks.
• We ensure the integrity of financial transactions using cryptographic methods.
• The system continuously monitors for unusual activity and, if necessary, triggers automatic protective measures.

In the area of data security, we continuously develop our systems to adapt to the current threat landscape.

We only transfer your personal data on a legitimate legal basis and to the extent necessary to achieve the specific purpose. Recipients can be categorized as follows:

• Payment service provider — for processing credit card payments (credit card data is received directly by the payment service provider and does not enter our system).
• Courier service — receives the shipping and contact information necessary for delivery.
• Billing service provider — receives the data necessary to issue invoices in accordance with the law.
• Authorities — based on legal obligations (e.g., tax authorities regarding accounting documents).
• Marketing and analytics providers — exclusively with your express consent provided in the consent management window. You may withdraw this consent at any time.

Detailed information about the specific recipients, the legal basis for data transfer, and the circumstances of such transfers can be found in the relevant data processing activities of the Privacy Notice:

• Payment Data Processing
• Shipping Data Processing
• Billing Data Processing
• Marketing and Analytics

A one-click unsubscribe link is located at the bottom of every newsletter we send. Unsubscribing takes effect immediately — you will no longer receive newsletters from the moment you unsubscribe. Your subscription data will be permanently deleted from the system the day after you unsubscribe.

If you subscribed to the Deal Radar, you can unsubscribe from it via a separate link at the bottom of the email.

Unsubscribing does not affect your user account or other services of the webshop — you can still shop and log in.

First and foremost, please contact our dedicated data protection expert at privacy@multiviewdigital.com or use the contact form. We strive to resolve all inquiries as quickly as possible.

If our response is unsatisfactory, or if you feel that the processing of your personal data infringes upon your rights, the following remedies are available to you:

• Filing a complaint with the supervisory authority — in the Member State of your habitual residence, place of work, or the place where the alleged infringement occurred.
• Judicial remedy — in the event of unlawful processing of your personal data, you may bring a claim before the court where the Data Controller is established or where you reside.
• Claim for damages — you are entitled to compensation for material or non-material damages resulting from a violation of the GDPR.

A detailed description of the available remedies and the contact information for supervisory authorities is provided in the "Right to Remedy" section of the Privacy Notice.

To place an order, select the desired product(s), add them to your cart, then enter your shipping and billing information on the checkout page, choose a shipping method and payment method, and finally click the "Submit Order" button. Orders can be placed both with a registered user account and as a guest. The detailed steps for placing an order are outlined in Section 8 of the General Terms and Conditions.

Submitting your order constitutes an offer on your part. The Seller sends an automatic confirmation upon receipt of the order — this does not yet constitute acceptance of the order. The contract is concluded when the Seller sends a separate e-mail confirming acceptance of the order, within 48 hours at the latest. In the case of advance payment (card, bank transfer, wallet), this deadline runs from the moment the purchase price has been credited. For details, please refer to Section 9 of the General Terms and Conditions.

The Seller accepts credit card payments (Visa, Mastercard, and other accepted card types), digital wallets (Apple Pay, Google Pay — where available), bank transfers, internal wallet balances, and cash on delivery — available methods may vary depending on the country of delivery. Card payments are processed by Stripe, which is PCI DSS Level 1 certified and uses 3D Secure authentication. A full description of the payment terms is provided in Section 10 of the General Terms and Conditions. Detailed payment information is available on the Payment Information page.

The precise delivery time is stated in the confirmation e-mail sent upon acceptance of the order, and depends on the product's availability, the selected shipping method and the delivery zone. Typical delivery time is 3–10 business days. The statutory maximum within which the Seller is obliged to hand the product over to the courier service is 30 days. Shipping zones, typical delivery times and pricing are detailed on the Shipping Information page.

The Seller is not obligated to accept an obviously incorrect price (e.g., a price of £0 or £1, a price that is clearly erroneous, a price in the wrong currency, or a price resulting from a system error). In such cases, the Seller will immediately inform you of the correct price, and you may decide whether to place a new order at the actual price or cancel your offer. The detailed rules for handling incorrect prices are set forth in Section 6.6 of the General Terms and Conditions.

Until the order is submitted, all information (shipping address, billing information, payment method, cart contents) can be freely modified. After the order is submitted, but before processing begins, you can request a modification on the Contact page by providing the order number. The order may be cancelled until it is accepted (until the contract is concluded). After the contract is concluded, as a Consumer, you have a 14-day right of withdrawal without giving any reason, starting from the date of receipt of the goods. The detailed terms for exercising the right of withdrawal are set forth on the Withdrawal page (see also: Chapter 14 of the General Terms and Conditions). Business Customers may not unilaterally cancel an order after the contract has been concluded.

The gift card is a payment method available for purchase in the Online Store and activated with a unique code. The expiration date is listed in the description of the specific gift card — gift cards sold as part of a promotional campaign may have a different (shorter) expiration date. Important: The expiration date also applies to the balance loaded into your wallet — after the expiration date has passed, the balance from the gift card will be automatically deleted. You can monitor your balance in your user account. The gift card cannot be exchanged for cash, but the code may be freely transferred — the current holder is responsible for the secure handling of the code. The purchaser of the gift card (as a Consumer) may cancel the purchase within 14 days of the transaction, provided the card code has not yet been redeemed. The detailed terms and conditions are set forth in Section 12 of the General Terms and Conditions.

The loyalty programme is available to registered users. You earn points with every purchase, which can be redeemed for discounts on subsequent orders. The rules for earning and redeeming points, the tier levels, and the validity of points are described in Section 13 of the General Terms and Conditions. The Seller reserves the right to modify the loyalty programme terms with prior notice.

Yes. You may request the deletion of your user account at any time, without providing a reason, via the account settings menu or by sending an email to the Seller. By deleting your account, any balance credited by the Seller (loyalty points, referral rewards, promotional credits) will be permanently lost. If your wallet contains a balance from your own deposits, it will be refunded before the deletion is carried out. Order history, wish list, saved addresses, and account details will be deleted; however, orders currently in progress will be fulfilled as intended until deletion. Details: Section 5.8 of the General Terms and Conditions.

Acceptance of the General Terms and Conditions is a prerequisite for making a purchase — by finalising your order you declare that you have read and accepted their contents. The General Terms and Conditions set out your rights and obligations, the shipping and payment terms, a summary of warranty and withdrawal rights, as well as the available dispute resolution options. Making an informed purchase is in your best interest.

The Seller may reject the order in whole or in part in the following cases:

• the product is unavailable (out of stock),
• the information provided is incomplete or false,
• the product was ordered at an obviously incorrect price (see: Section 6.6 of the General Terms and Conditions),
• the Buyer has outstanding debts from previous transactions,
• the Buyer's previous conduct indicates abuse (repeated unjustified cancellations, returns after improper use, repeated unfounded complaints).

In the event of rejection, the Seller will notify you immediately and refund any amount already paid. Details: Section 9.5 of the General Terms and Conditions.

Yes. The Seller reserves the right to unilaterally amend the General Terms and Conditions. The amendment takes effect on the date of its publication in the Online Store. The current General Terms and Conditions are available on the website at any time, free of charge, and without registration. Orders that have already been placed and accepted are subject to the terms in effect at the time the order was placed. Placing an order is only possible upon acceptance of the current General Terms and Conditions and the Privacy Notice — if the terms have changed since the last acceptance, the system will request acceptance of the current version. Details: Sections 3.3–3.4 of the General Terms and Conditions.

If you disagree with the resolution of your complaint, the following options are available to you:

• You may turn to a conciliation board — the board with jurisdiction over your place of residence or stay is competent (list of boards: https://www.bekeltetes.hu).
• In the case of a cross-border consumer dispute, you may contact the European Consumer Centre (ECC-Net): https://magyarefk.hu.
• You may initiate legal proceedings.

The procedure for submitting a complaint and the Seller's contact information are set forth in Section 16.1 of the General Terms and Conditions; the Seller will respond substantively to a written complaint within 30 days (Section 16.2 of the General Terms and Conditions).

The General Terms and Conditions and contracts concluded based on them are governed by Hungarian law. As a consumer, this does not mean that you have to waive your country's mandatory consumer protection rules — under European Union law, mandatory national rules that are more favourable to you will continue to apply. In the event of a legal dispute, you may also bring the matter before the court in your place of residence. Details: Section 22 of the General Terms and Conditions.

You can choose from the following payment options:

• Credit/debit card payment — Visa, Mastercard, American Express, Diners Club, Discover, JCB (both debit and credit cards)
• Digital wallet — Apple Pay, Google Pay (if your device and browser support it, it will automatically appear on the checkout page)
• Bank transfer — available in all countries
• Cash on delivery (payment upon receipt) — available in certain shipping countries

Available payment methods may vary depending on the shipping country. Card payments are processed by Stripe, which is PCI DSS Level 1 certified and uses 3D Secure authentication. A full description of the payment terms is provided in Section 10 of the General Terms and Conditions.

Yes, bank transfer is available in all countries. After placing your order, you will receive all the necessary details for the transfer via email and on the order confirmation page:

• Beneficiary name
• Bank name
• Account number
• IBAN
• SWIFT/BIC code
• Bank address
• Reference (order number)
• Amount due

Please always include the order number in the transfer reference to ensure smooth processing. Please complete the transfer within 3 business days of placing your order—after this period, the order may be automatically canceled. For bank transfers, we will first send a payment request; the final invoice will be issued once the amount is credited.

Yes. Credit card payments are processed by Stripe, an internationally recognized payment service provider that holds PCI DSS Level 1 certification—the highest security standard in the payment industry. Your credit card information is never transmitted to our online store's servers in any form: your card number is processed exclusively by Stripe's encrypted system. The transaction is protected by TLS 1.2 or later encryption, and in accordance with the European Union's PSD2 directive, strong customer authentication (3D Secure / SCA) provided by the bank is also activated for eligible transactions.

If you notice an unauthorized charge on your card statement, please contact our customer service first—this usually results in a faster resolution. At the same time or afterward, you are entitled to initiate a chargeback procedure with your card-issuing bank. Your bank can provide detailed information about the exact terms and deadlines for chargebacks.

Please do not open or use the incorrectly delivered product. Take a photograph of the received product and its packaging, then report the issue to our customer service with your order number. After verification, we will arrange delivery of the correct product — the cost of returning the incorrectly shipped item is borne by the seller.

The loyalty programme is a voluntary, free rewards system that allows you to earn points with every purchase and through active participation. You can convert the points you collect into real monetary value, which you can then use towards your future purchases.

Joining and participating is completely free of charge — there are no sign-up fees, monthly costs, or hidden conditions. The programme can be activated at any time with a single click in your account.

You can join the loyalty programme after logging in, under the "My Rewards" section in your account. Joining takes just one click — no separate registration is required.

After joining, you automatically start at the Bronze tier and can begin earning points immediately. You can track the points you have earned and your tier progression in your account at any time.

You can earn points through a variety of activities:

Purchases: You earn 1 point for every EUR 1 spent with each purchase. Points are automatically multiplied by the multiplier associated with your current tier. For example, at the Silver tier (1.1x multiplier), a purchase worth EUR 100 earns you 110 points.

Bonus points:

• First purchase: 500 points (one-time only, cannot be earned again)
• Writing a product review: 100 points (per review, whether positive or negative)
• Newsletter subscription: 200 points (one-time only, cannot be earned again)
• Completing your profile: 150 points (one-time only, cannot be earned again)
• Referring someone through the referral programme: 300 points (per successful referral)
• Birthday: 250 points (once per calendar year)

Bonuses marked as "one-time only" can be credited once — regardless of whether you deactivate and then reactivate the associated feature (e.g. newsletter subscription) in the meantime.

The points multiplier is a benefit linked to your loyalty programme tier that automatically increases the number of points you earn with every purchase.

Multipliers by tier:

• Bronze: 1x (base)
• Silver: 1.1x
• Gold: 1.25x
• Platinum: 1.5x
• Diamond: 2x

Practical example: If you make a purchase worth EUR 200, the base calculation is 200 points. At the Gold tier (1.25x multiplier), this automatically increases to 250 points. At the Diamond tier (2x multiplier), the same purchase earns you 400 points.

The multiplier applies exclusively to points earned from purchases — it does not apply to bonus points (first purchase, newsletter, profile completion, birthday).

The loyalty programme consists of five tiers. Your tier is determined by your total lifetime points — this number never decreases, even when you redeem points.

• Bronze (0+ points) — 1x points multiplier
• Silver (1,000+ points) — 1.1x points multiplier, 5% shipping discount
• Gold (5,000+ points) — 1.25x points multiplier, 10% shipping discount
• Platinum (15,000+ points) — 1.5x points multiplier, 20% shipping discount
• Diamond (50,000+ points) — 2x points multiplier, 30% shipping discount

You will be notified by email when you advance to a new tier, and your new benefits take effect immediately. Tiers are recalculated weekly, but verification also occurs immediately whenever points are credited after a purchase.

Point redemption is available on the "My Rewards" page in your account. Redemption conditions:

• A minimum of 1,000 points is required
• Redemption is processed in blocks of 1,000 points
• 1,000 points = EUR 5 credit

The redeemed amount is automatically credited to your personal wallet in your preferred currency (converted at the daily exchange rate). You can use your wallet balance at checkout on your next purchase.

Important: redemption does not reduce your lifetime points total, so your tier status is not affected. Only your active (usable) point balance is reduced.

Points are based on a rolling 12-month window. This means that as long as you engage in any point-earning activity at least once every 12 months — whether a single purchase, a product review, or earning any bonus — your entire point balance remains valid.

If no point-earning activity occurs for 12 months, your active point balance is reset to zero. Important: expiration only affects your active (redeemable) balance — your lifetime points total and tier status remain unchanged.

In other words, as long as you shop or participate in the programme regularly, your points will not expire.

Yes, we use a three-step notification system to ensure you do not lose your points:

1. 30 days before expiration — a friendly reminder of your current balance and expiration date
2. 14 days before expiration — a warning notification with detailed information
3. 3 days before expiration — an urgent reminder so you can act in time

We send notifications via email to your registered email address. Expiration can be stopped by any point-earning activity — a single purchase is enough to reset the 12-month counter.

In the event of a refund or order cancellation, the loyalty points credited for that order will be automatically deducted from your active balance.

If you have already redeemed the withdrawn points for wallet balance, the system will also deduct the corresponding amount from your wallet (proportionally, based on the redemption rate).

Your active point balance cannot drop below zero during the withdrawal process. The process is automatic; no action is required on your part.

No, points are always calculated based on the gross product value of the cart (the total price of the products). Discounts provided by coupons, wallet balances, or gift cards do not reduce the number of points earned.

Example: If your cart contains products worth EUR 100 and you use a EUR 20 coupon, the amount due will be EUR 80, but the points credited will still be calculated based on EUR 100 (multiplied by your current tier's multiplier).

In your account, under the "My Rewards" section, the following information is available:

• Current point balance and its redeemable value in your currency
• Tier status and a visual representation of the points remaining until the next tier
• Points multiplier
• Transaction history: all point movements (purchases, bonuses, redemptions, expirations) with dates and balances

In addition, we send a quarterly summary via email (on the 1st of January, April, July, and October) detailing point activity from the previous period, your current balance, and your progress towards the next tier.

You can initiate your withdrawal at any time from your account. It is important to note that withdrawal is final and irreversible:

• All your accumulated active points will be deleted
• Your tier status will be terminated
• Your entire point history will be permanently deleted

Withdrawal does not affect amounts previously redeemed and credited to your wallet — those can still be used.

If you rejoin later, the programme starts from scratch: Bronze tier, 0 points. Data from your previous membership cannot be restored.

No, loyalty points are exclusively tied to your own account and cannot be transferred to another user. Points can only be redeemed, used, and managed from the account that earned them.

We process the following data for the operation of the loyalty programme: point balance, tier classification, point history (transaction type, date, amount), and the date of enrolment. These are required solely for the operation of the programme.

Enrolment is voluntary and can be revoked at any time. Upon withdrawal, all data related to the loyalty programme will be permanently deleted — neither the point balance nor the transaction history will remain in the system.

You can find details about data processing in our Privacy Notice.