Refund policy

Return & Refund Policy

This Return & Refund Policy applies to all purchases made through our store and is designed to comply with applicable consumer protection laws while establishing clear procedures for returns and refunds.

1. Return period

We offer a 15-day return period from the date the customer receives the item. After this period has expired, we reserve the right to refuse any return request.

2. Return eligibility

To qualify for a return, items must:

• Be unused and in the same condition as received
• Be in the original packaging
• Include any tags, accessories, or documentation
• Be accompanied by valid proof of purchase

We reserve the right to reject returns that do not meet these conditions.

3. Return authorization (mandatory)

All returns must be requested and authorized in advance.

To initiate a return, the customer must contact:
bookian@use.startmail.com

Return requests must include sufficient information to identify the order.

If the return is approved, we will provide return instructions. We do not accept returns sent without prior authorization.

We reserve the right to determine the appropriate return method, including the return address, on a case-by-case basis.

4. Return shipping

Unless otherwise required by applicable law:

• Customers are responsible for return shipping costs
• Original shipping costs are non-refundable
• We are not responsible for items lost or damaged during return shipment

We strongly recommend using a trackable shipping method.

5. Damaged, defective, or incorrect items

Customers must inspect their order upon delivery.

Any claim for defective, damaged, or incorrect items must be submitted within 48 hours of delivery, including photographic evidence where applicable.

Failure to report within this timeframe may result in denial of the claim.

If the claim is validated, we will, at our discretion:

• Replace the item, or
• Issue a refund

6. Non-returnable items

The following items are not eligible for return:

• Personalized or custom-made products
• Perishable goods
• Personal care items
• Hazardous materials
• Digital products (if applicable)
• Gift cards
• Items marked as final sale

7. Exchanges

We do not process direct exchanges.

If a customer wishes to obtain a different item, they must return the original item (if eligible) and place a new order.

8. European Union – Right of withdrawal

For orders delivered within the European Union, customers have the right to withdraw from the purchase within 14 days without providing any reason, in accordance with Directive 2011/83/EU.

To exercise this right, the customer must notify us via email at:
bookian@use.startmail.com

Returned items must comply with the conditions described in section 2.

The customer is responsible for return shipping unless otherwise required by law.

9. Refunds

Once the returned item is received and inspected, we will notify the customer of the outcome.

If approved:

• Refunds will be issued to the original payment method
• Processing time: up to 10 business days

We reserve the right to withhold refunds until the returned goods are received or proof of return is provided.

Original shipping costs are non-refundable unless required by law.

10. Limitation of liability

To the fullest extent permitted by applicable law:

• We are not liable for indirect, incidental, or consequential damages
• Our liability is limited to the purchase price of the product

11. Contact

For any return or refund inquiries:
bookian@use.startmail.com