Refund policy

Right of withdrawal

If you purchased as an individual consumer, you may generally withdraw from the contract within 14 days from the day on which you, or a person nominated by you, receives the product. You do not need to give a reason.

You can submit the statement through the online withdrawal form or by email to eartzz.shop@gmail.com. Sending the statement before the deadline is sufficient. The online form provides an immediate downloadable confirmation.

One-of-one and custom pieces

A ready-made piece does not lose the right of withdrawal because it is one of one. The exception may apply only to a product made to consumer specifications or clearly personalised, as provided by law. We will disclose that exception before a custom order is accepted.

Returning the product

After giving notice, send the product back within 14 days using the instructions and address provided by us. Pack the piece securely. You bear the direct return cost unless the product is incorrect, non-conforming or damaged for a reason attributable to us.

Refund

We refund eligible product payments and the initial standard delivery cost within the limits required by law, no later than 14 days after receiving the withdrawal notice. We may withhold payment until we receive the product or evidence that it was sent back, whichever occurs first. The refund is normally made through the original payment method without a fee charged by Eartz.

You are responsible only for diminished value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the product.

Incorrect, damaged or non-conforming product

Email eartzz.shop@gmail.com with the order number, a clear description and useful photographs. These cases are handled separately from no-reason withdrawal and do not limit mandatory conformity rights.

Cancellation before dispatch

Contact us as soon as possible. If dispatch has not started, we will try to cancel a ready-made order. Custom orders are handled according to the accepted proposal and the stage of work, without restricting rights that cannot be waived.