According to § 56 of the Law of Obligations Act, the Client has the right to withdraw from the sales contract concluded in the online store within 14 days from receiving the goods. The right of withdrawal does not apply to products made to the Client’s individual order (see clause 5.2 of the Terms and Conditions).

Conditions for returns

• The item must be returned in proper condition: unused, in its original packaging, and with all components (all parts, instructions, and accessories).
• If the item is not in its original packaging or has been used, the Client does not lose the right of withdrawal but is responsible for any reduction in the item’s value.
• If the item was delivered on a pallet, it must be returned on the same pallet.
• The return procedure is carried out according to the delivery method selected when placing the order.
• Return shipping costs are covered by the Client.
• The return must be completed no later than 14 days from submitting the notice of withdrawal.
• How to request a return

How to request a return

To use your right of withdrawal, send an email to [email protected], including the following details:

• Name and quantity of the item you wish to return,
• Order number and date,
• Date the product was received,
• Your full name,
• Contact information (phone and email),
• Pickup address for the return,
• Photos of the item (if possible),
• Reason for return (optional).

For convenience, you can use the return form.

Refunds

• The refund will be made immediately, but no later than within 5 working days from the receipt of the withdrawal notice.
• ID Home online store may withhold the refund until the goods have been received back or proof of their return has been provided by the Client.
• Refunds will be made to the same account from which the original payment was made.

Damaged or defective items

If the received item does not comply with the contract (for example, due to transport damage or a manufacturing defect), the Client has the right to submit a complaint within 2 years from receiving the goods.
During the first 12 months, the seller is responsible for proving the absence of the defect at the time of delivery.

In case of transport damage:

• Take photos of the packaging and damaged item before opening it,
• Submit the complaint within 3 days of receiving the item,
• Keep all packaging materials until the issue has been assessed.

The item will be repaired or replaced as soon as possible. If this is not possible, the Client will be refunded the full amount, including delivery costs.