Some products cannot be returned after opening the product packaging, as these products cannot be resold unless the product is in unopened packaging. For other products, returns are not possible if there are signs of use such as dust, and some products have no right of return at all once delivery or manufacturing has started.
Return rights are often restricted for hygiene reasons
For these the right of return is limited, meaning returns are not possible after opening.
- Cutlery and crockery: drinking bottles and thermos bottles, such as Stanley thermos mugs and all products from which you drink directly.
- Earbuds and hands-free devices.
- Oral hygiene devices: electric toothbrushes, interdental irrigators and accessories.
- Hair removal and trimmers: all skin hair removal devices (IPL, epilators), all skin hair or beard trimmers
- Bath products: bathtubs, bath toys, supports and toilet seats.
- Child and baby care products: nests, sleeping bags, sleep toys, bibs, sippy cups, pacifiers, muslins, changing mats, teething toys, potties, baby bottles and accessories. Breastfeeding products, breast pumps and accessories.
- Textiles: mattresses, bedding, blankets, mattress protectors, towels, pillows and neck pillows.
- Health products: blood sugar and blood pressure monitors, sterilisation devices, TENS devices, nasal aspirators, pelvic floor muscle trainers, inhalers, breathalysers, support belts and similar.
- Smart rings and heart rate belts
For these products, there is no right of return for hygiene reasons if there are signs of use or the packaging is not saleable.
- The vacuum cleaner packaging can be opened, but the product must not be used (vacuum cleaners including robot, stick and wet-dry vacuum cleaners, i.e. all vacuum cleaners)
- Hair care device packaging can be opened, but the product must not be used (hair dryers, straighteners and curlers, i.e. all hair care devices).
Toys and board games can only be returned unopened
- Toys return rights only apply to unopened sales packaging. After opening, toys such as Lego products, outdoor toys or playsets cannot be returned.
- Board games have no right of return after opening.
Seasonal products can only be returned unopened
- Christmas decorations (Christmas trees, Christmas tree decorations and lights): the right of return only applies to unopened sales packaging due to seasonality.
- Halloween products return rights only apply to unopened sales packaging due to seasonality.
Consumables and replacement parts have no right of return after opening
For these, the right of return is limited: returns are not possible after opening.
- Filters (water filters, exhaust air filters).
- Dust bags
- Batteries
- Printer inks (ink cartridges and laser toner cartridges).
- Electric toothbrush heads.
Food products are not covered by the right of return
- Food products (food, beverages, supplements, vitamins): no right of return.
Return rights for video games, electronic products and digital content are limited
- Sealed video games: if the packaging is opened, the product cannot be returned, even if it has not been played.
- VR glasses: hygiene product; returns are not possible after opening.
- Digital content and service products: no right of return if the service has been performed or delivery has started.
- Prepaid subscriptions and top-up vouchers: no right of return if the service has been performed or delivery has started.
- Gift cards and digital activation cards: no right of return if the service has been performed or delivery has started.
Customised and installation-required products are not covered by the right of return
- Once order processing has started, the order is binding and cannot be cancelled or changed, even if delivery has not yet been made.
- Air source heat pumps (order is binding, if the device was ordered with installation and it has been confirmed).
- Customised products (e.g. assembled computers, laptops with added memory or replaced keyboards): no right of return. The restriction applies to all services and components used in customisation; returning an individual part is not possible once it has been installed.
ℹ️ General principles of the right of return ℹ️
Normal 32-day right of return: You may inspect the product in the same way as in a store. However, the return of a clearly used product may be refused if the product is not in resalable condition.
No right of return if the product shows signs of use: You may inspect the product in the same way as in a store. If the product has any dirt, dust, scratches, or other signs of use, there is no longer any right of return.
No right of return if the product package has been opened: All products must be in like-new condition in order to be returned. If the product’s right of return is restricted upon opening the package, the product can no longer be returned once the package has been opened. For hygiene reasons, some products have no right of return after the package has been opened.
No right of return at all: When you order a customized product, a digitally delivered product, or another product for which the order is binding, the order has no right of return after its delivery has been started.
⚠️ Products with restricted right of return or no right of return ⚠️
Open the product package only after you have checked whether the product is on this list.
No right of return if the product shows signs of use:
- Hair care devices
- Vacuum cleaners such as robot vacuum cleaners, stick vacuums, or wet-dry vacuums
No right of return if the product package has been opened:
- Breathalyzers
- Cutlery and tableware
- Hands-free devices
- Body hair trimmers such as hair clippers, shavers, or nose/ear hair trimmers
- Devices intended for hair removal such as IPL devices or epilators
- Breastfeeding products such as breast pumps and their accessories
- Inhalers and nasal masks
- Drinking bottles and thermos bottles such as Stanley thermos mugs
- Seasonal products such as Christmas trees and Christmas decorations
- Thermometers
- Bath products such as bathtubs, bath toys, and supports
- Pelvic floor muscle trainers
- Board games
- Toys such as Lego, outdoor toys, or playsets
- In-ear headphones
- Nasal aspirators
- Batteries
- Wind instruments
- Towels
- Edge padding
- Dining products such as bibs, sippy cups, and their accessories
- Sterilization devices
- Filters such as water filters, exhaust air filters, or vacuum cleaner bags
- Oral hygiene devices
- Heart rate straps
- Electric toothbrushes and brush heads
- TENS electrotherapy devices
- Support belts
- Printer inks such as ink cartridges and toner cartridges
- Pillows including neck pillows
- Baby products such as pacifiers, muslin cloths, changing mats, teething toys, potty chairs, baby bottles, or their accessories
- Baby sleep products such as baby nests, sleeping bags, or sleep toys
- Water purifiers from which you can drink directly
- Blood pressure monitors
- Blood glucose meters
- Bedding textiles such as mattresses, bed linens, duvets, or mattress protectors
- Video games
- VR glasses
- Toilets
- Smart rings
No right of return after delivery has begun:
- Vehicles after registration
- Digital activation cards
- Food products
- Air-source heat pumps
- Gift cards
- Service products
- Prepaid subscriptions
- Customized products
- Electronic products
Limited right of return - frequently asked questions
Can I open the packaging and still return the product?
For some product groups, simply opening the packaging removes the right of return (e.g. sealed games, many hygiene products, earbuds and toys). For other groups, opening the seal alone does not remove the right of return (e.g. phones and tablets), but the product will be inspected and the refundable amount depends on the condition of the product.
What does it mean that a product cannot be returned for hygiene reasons?
A product that is in direct contact with the user or which for other reasons is not resalable after use due to hygiene reasons (e.g. drinking bottles, various trimmers, earbuds, oral hygiene devices, etc.). For hygiene and health reasons, these cannot be returned once use has started or the packaging has been opened.
All products that are placed in the mouth or on the lips are subject to limited return rights for hygiene reasons. This category thus includes drinking bottles, wind instruments and toothbrushes. The same applies to all products inserted into the ear, such as earbuds and hands-free devices.
What does "hygiene product" mean?
Hygiene products have no right of return if the sealed packaging has been opened, as the product is no longer in saleable condition. This applies, for example, to products like earbuds. If the packaging remains closed, you can use the 32-day right of return according to our general terms. This ensures the cleanliness of hygiene products and guarantees that all our customers have the opportunity to receive a new, unused product.
Can I return VR glasses?
VR glasses are hygiene products, so their right of return is limited; they cannot be returned after opening because the headphone element goes inside the ear and the glasses are used directly on the face.
Do headphones have a right of return?
The right of return depends on the type of headphones, i.e. earbuds and hands-free devices do not have a right of return after opening the packaging because they go inside the ear. Other headphones can be returned even after opening the packaging, provided they are in like-new condition.
In-ear headphones, earbuds and hands-free devices are hygiene products, so their right of return is limited and they cannot be returned if the product packaging has been opened.
Over-ear headphones and bone conduction headphones: familiarisation is allowed, but if the product shows signs of use or wear, depreciation applies or the return may be refused entirely.
Do digital services or top-up products have a right of cancellation?
No, if the service has been fully performed or delivery of digital content has started. Prepaid subscriptions and top-up vouchers are also subject to this restriction.
I made a customised order – can I cancel it?
Orders for customised products are binding. Once order processing has started, the order cannot be cancelled or changed even if delivery has not yet taken place.
Can I return toys?
Yes, if the packaging is unopened. There is no right of return after opening the toy.
How does the return of seasonal products work?
For seasonal products (e.g. Christmas and Halloween decorations), the right of return only applies to unopened packages due to the seasonal nature of the products.
Do food products have a right of return?
The limited right of return applies to all products classified as food, and they have no right of return. Food products include food and drink products as well as supplements and vitamins.
The product came with food items as a freebie, can I return the purchase?
For returns of products containing food items, depreciation applies, meaning you will not get the full purchase price back but it will be reduced by the value of the freebie, as we cannot return food items to sale.
What does "depreciation" mean in practice?
If the product has been tried out and shows signs of use or other wear, the refund is reduced accordingly. This also applies to products missing original packaging or accessories that belonged to the original product.
Note that the right of return can be refused entirely if the product is clearly used.
Can I return a phone if I open the seal?
Simply opening the seal does not break the right of return for phones and tablets. You can familiarise yourself with the product, but if it shows signs of use such as scratches or dents, it cannot be returned.
Can I return a TV if I open the package?
You can return a television even if it has been taken out of the package. But do not dispose of the cardboard box and other packaging materials until you have decided to keep the product. Products returned without the original packaging will not receive a full refund, as missing packaging affects the refundable amount.
Can I return a product I have used?
The right of return guarantees that you can try and familiarise yourself with the product. However, you cannot use it if the product is no longer in like-new condition. For example, cooking utensils cannot be used to cook and then returned dirty. Electronics such as watches, phones and computers cannot be returned if they have scratches or dents, as they are not in like-new condition. Such cases are resolved when the product is inspected upon return, but the right of return can also be refused entirely.
Can I return a printer?
You can return a printer even if it has been taken out of the package. But do not dispose of the cardboard box and other packaging materials until you have decided to keep the product. Products returned without the original packaging will not receive a full refund. Printers come with an ink cartridge, and if you have opened it and printed with the printer, the full purchase amount will not be refunded.
What should I do if I didn't know I couldn't return the product and I opened the package?
Restrictions on the right of return are stated in our general terms, which must be accepted before making a purchase. If the product is defective, it can be sent for repair.