Our policy is 14 days. If it has been 14 days since you received the product, we unfortunately cannot offer you a refund or exchange.
If you change your mind within 24 hours of placing your order during the week, we will refund you immediately.
We only process orders 24 hours after they are placed so that we can amend any errors or customer complaints. After this time, if the order has been processed, we will no longer be able to refund you for a right of withdrawal until the product has been delivered, received and returned to the specified address.
In order for you to return your order, the item must be unused and in the same condition as when you received it. It must also be in the original packaging so that it can be returned at your expense to the address we will provide you.
In order to process a return, we will verify that it is indeed your order via your order number and/or any information used when you placed your order. This will likely be your email address.
There are two options for your return to be validated. We confirm receipt of the package at the return address we have provided you, or you send us a scan or photo as proof that the package has been returned to the address you have provided us. In the first case, the shipment may not be sent to the manufacturer’s address. In the second case, a postal receipt or a shipping label may be accepted.
We may ask you to wait until we have received the goods instead of sending us proof of return. In the event of
a refund claim, it may be necessary to inspect the package. This inspection will take place before we process the refund, if any.
If you receive an item and you say that the item is in poor condition and you want a refund but you refuse to send a photo of the item you have received, you will of course be asked to send the item to a specific address so that the item in your order can be inspected.
Once the package has been received, the refund will only be made (or not) after inspection. After inspection, we can determine that the item is in good condition. We will inform you of this with the help of a photo and/or video, in which case we will refuse the refund.
This may seem like an over the top procedure. However, some people have been dishonest and based on past experience we can no longer take their word for it. We apologize for this and want you to know that we do our utmost with every return and every refund request.
For all refunds, 2 euros will be deducted from each order. This is to cover the costs incurred by payment platforms and processors.
Once we have received and inspected the returned item, we will send you an email to confirm receipt and inform you of our decision to approve or deny your refund request.
If your refund request is approved, it will be processed and a credit will automatically be issued to your credit card or original payment method within a certain period of time. This timeframe is beyond our control. We will notify you as soon as the refund process has been initiated on our site.
If your refund is delayed or not received, please check your bank account first. Only then should you contact your credit card issuer. It may take some time for your refund to be officially posted.
Then contact your bank. It may take some time before your refund is officially posted.
If after these two steps you still have not received your refund, please send an email to contactwebstore@proton.me. The customer service team will ask you if you have completed both steps. If so, the customer service team will check the database.
We are sorry to have to ask for these steps, but we want to give your requests maximum attention. And we lose a lot of time when the request is not preceded by certain steps. We want to give as much attention as possible to the requests we receive.
In the case of sale items, if a refund is made, it will be made on the price of the sale item and therefore paid by the customer and not on the price during the normal period.
For exchanges, we will only replace an item if it is faulty or damaged. If this is the case and you would like to exchange it for the same item, please send us an email at contactwebstore@proton.me.
For gifts, if the item you wish to return has been shipped directly to you, you will receive a gift credit equal to the value of your return. Again,
only once we have received the item will a gift voucher be sent to you via email.
If the item was not identified as a gift at the time of purchase, or if the gift giver preferred to receive the item first and give it to you later, we will send a refund to the gift recipient and they will know that you have returned the item.
For returns, you are responsible for paying your own shipping costs. These shipping costs are non-refundable and if you receive a refund, the return shipping costs will be deducted from your refund.
Depending on where you live, it may of course take different amounts of time before you receive your exchanged product.
If you are sending an item worth £30 or more, you should consider using a delivery service that allows you to track the shipment or ensure delivery. We cannot guarantee that we will receive the item you return.