Refund policy
We aim to ensure you are completely satisfied with your purchase. If you wish to return an item, please do so in accordance with the following terms.
30 Day Money Back Guarantee
Our policy lasts 30 days from the date of purchase. If more than 30 days have passed, unfortunately we cannot offer you a refund or exchange.
Eligibility for Returns
To qualify for a return, items must be unused, in original packaging, and in a condition suitable for resale.
Customers are responsible for covering the cost of returning any items unless the product is faulty, damaged on arrival, or incorrect. This includes returns made under the 14-day right to cancel or where delivery is refused at the point of delivery.
We do not provide prepaid return labels. If you choose to return goods using your own courier, please use a tracked service and retain proof of postage.
Outbound shipping fees, premium delivery upgrades, and any non-recoverable courier or handling costs are non-refundable unless the item was received damaged or incorrect and sufficient evidence is provided within the specified timeframe.
Returns Window
Within 14-days of delivery:
You are entitled to a refund provided you notify us of your decision to cancel within 14-days of receiving your order and the goods are returned, or proof of return postage is provided, within a further 14-days.
Returned items should be in their original packaging and in a condition suitable for resale. You may handle the goods only as necessary to establish their nature, characteristics and functioning (as you would in a shop), but not use them. If the goods have been handled or used beyond this, we may deduct from the refund to reflect any loss in value.
Refunds will include the product price and our standard outbound delivery option, but exclude any premium shipping upgrades. We may withhold the refund until we receive the goods back or you provide evidence of having sent them back.
Within 30 days of purchase:
Returns may still be accepted; however, refunds issued during this period will be partial. Deductions will be made to cover non-recoverable costs such as original shipping, restocking and processing fees that cannot be reclaimed, in addition to any reduction for diminished value where the goods have been opened or used beyond what is reasonably necessary to establish its nature, characteristics and functioning. Store credit or a partial refund may also be offered at our discretion. This goodwill returns policy does not affect your statutory rights.
Return Initiation
A return or cancellation is only considered valid once the goods have been delivered to you (or a person you nominate to receive them) and you have clearly notified us in writing (for example, by email) that you wish to cancel your order or return an item.
General inquiries regarding delivery status, tracking updates, or undelivered parcels do not constitute a cancellation request.
If an item is delayed or awaiting collection, the right to cancel begins from the date delivery is successfully completed, not from the date of dispatch or attempted delivery.
Once your written notice to cancel has been received, you have 14 days to return the goods or provide proof of return postage. Failure to do so may result in forfeiture of your refund.
Non-Returnable Items
For hygiene and safety reasons, we cannot accept returns of certain categories of goods, including perishable goods, opened or used personal care items, customised or personalised products, digital or downloadable content, hazardous materials or flammable liquids/gases, and gift cards or vouchers.
Condition of Returned Goods
Items that are returned damaged, used, or handled beyond what is reasonably necessary to check their suitability may be subject to a deduction from the refund to reflect any loss in value.
Return Shipping Costs
Customers are responsible for covering the cost of returning any items unless the product is faulty, damaged on arrival, or incorrect. This includes returns made under the 14-day right to cancel or where delivery is refused at the point of delivery.
We do not provide prepaid return labels. If you choose to return goods using your own courier, please use a tracked service and retain proof of postage.
Please note: Depending on the item and fulfilment location, returns may need to be sent to our international warehouse (for example, in China). The exact return address will be provided once your return request has been approved.
Outbound shipping fees, premium delivery upgrades, and any courier or handling costs that cannot be recovered are non-refundable, except where required by law (e.g., a valid 14-day cancellation) or where the item was received damaged, defective, or incorrect and sufficient evidence is provided within the specified timeframe.
Order Confirmation
The items displayed in your basket at checkout and confirmed in your order confirmation email form the complete and final record of your purchase. Orders are fulfilled strictly according to this confirmation.
If an item, promotion, or bundle did not appear in your basket at the time of purchase and does not show on your order confirmation email, it was not part of your order and has not been omitted in error.
Please review your confirmation carefully and contact us immediately if any details are incorrect, as we may not be able to amend or cancel your order once it has been processed.
Free Gifts and Promotions
Free gifts and promotional items are only included when the qualifying bundle or promotion is selected during checkout and all conditions of that promotion are met.
The items shown in your basket and confirmed in your order confirmation email form the complete and final record of your purchase. If a free gift or promotion does not appear there, it was not applied to your order and has not been omitted in error.
Orders that do not meet the specific promotion conditions, even if they contain similar items purchased separately or through other offers, will not qualify for free gifts.
We are unable to retrospectively add, modify or refund promotional items once an order has been processed or dispatched.
One Time Offers
Optional one time offers may be presented during the checkout process. These are customer-selected add-ons and are only included in your order if you actively choose to accept them. Any one time offer accepted at checkout will appear in your basket and order confirmation email, which form the complete record of your purchase.
As these offers are confirmed purchases once payment is completed, they cannot be retrospectively removed or refunded unless returned in accordance with this policy. One time offers do not qualify for free gifts or bundle promotions unless specifically stated and shown in your order confirmation.
Order Cancellations and Amendments
Orders may be cancelled or amended if the request is made in due time prior to dispatch. Once an order has been processed and dispatched, it cannot be cancelled or amended.
In such cases, the goods must first be received by the customer, after which any action may only be taken in accordance with our Returns & Refunds Policy.
Refunds
Once your return is received and inspected, you will be notified of approval or rejection.
Approved refunds will be processed to the original method of payment within 10 working days.
Original shipping charges are non-refundable, except where a return is made under the 14-day right to cancel or the goods are faulty, damaged on arrival, or incorrect. In such cases, the cost of our standard outbound delivery service will also be refunded in accordance with your statutory rights.
If multiple units of the same product were purchased at different prices (for example, through one-click offers, promotional discounts, or bundle pricing), any refund will be issued for the lowest price paid for that product within the same order.
Where a return affects the eligibility of a promotion, discount, or free gift, the refund amount will be recalculated to reflect the revised order value.
In such cases, we may either deduct the value of any retained free gift from the refund or require the free gift to be returned with the order.
Late or Missing Refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at contact@anidrom.com
Damaged or Items
If you receive a damaged item, please notify us within 48 hours of delivery, including photographs of the product and packaging.
Claims reported after this period may be more difficult to verify, but we will assess all cases in line with your statutory rights.
Once verified, we will arrange a replacement or refund.
Please note that damage caused by misuse, accidental impact, neglect, or use outside the product’s intended purpose is not covered under warranty. This includes, but is not limited to, breakage or wear resulting from applying force to non-load-bearing parts, modifications, or improper handling.
Damage to non-load-bearing or auxiliary components (such as the seat-belt cutter housing) does not affect the product’s primary function and is not treated as a manufacturing defect.
Where damage occurs due to customer handling, improper use, or use beyond what is necessary to assess suitability (as would be permitted in a shop environment), we reserve the right to deduct an appropriate amount from any refund to reflect the loss in value, or, at our discretion, to offer a partial refund, replacement part, or store credit instead.
If you have received a damaged product, please contact our support team at contact@anidrom.com so we can assist you promptly.