Refund policy
Returns and refunds
You have 14 calendar days after delivery to notify us that you wish to cancel an online purchase, subject to the legally applicable exceptions below. Send your cancellation to andovuk@gmail.com with your name, order number and the items concerned. No special wording or prior approval is required to exercise your statutory right of withdrawal.
Returning an item and transport costs
Contact us for the appropriate return address and instructions before dispatch. Send the goods back within 14 days of notifying us of cancellation, unless we agree to collect them. For a change of mind, the customer bears the direct return transport costs where these have been properly disclosed before purchase. For bulky goods that cannot normally be returned by post, an advance estimate is required; where the legally required cost information was not provided before purchase, ANDOV bears that cost. No fixed restocking fee applies.
Return all included components and use secure packaging suitable for transport. Please retain and reuse the original packaging where possible; the absence of the original box alone does not remove your statutory rights. Keep proof of dispatch.
Damage, missing items and defects
Please inspect your delivery and report visible damage or missing items preferably within 48 hours, providing your order number, a description and, where possible, photographs of the item, packaging and shipping label. This helps us investigate promptly. The 48-hour request is not a limit on your statutory rights, and a later report does not automatically make the customer responsible for transport.
For damage on delivery, a defect or another lack of conformity covered by consumer law, ANDOV arranges the necessary return or collection and bears the reasonable transport costs. Contact us before booking transport so we can arrange the appropriate solution. Repair, replacement, a price reduction or a refund will be provided as required by applicable law. Damage caused by misuse after delivery is assessed separately and is not treated as an original defect. The 14-day change-of-mind period does not limit your legal guarantee rights.
Inspection, use and hygiene
You may inspect goods as needed to establish their nature, characteristics and functioning. Where legally permitted, we may deduct a documented loss of value caused by handling beyond what is necessary for that inspection. We will explain the evidence and calculation. Opening the box or being unable to reproduce the factory folding alone does not prove misuse or automatically exclude a return.
The hygiene exception applies only to goods supplied with a genuine hygiene seal that are unsuitable for return for health protection or hygiene reasons once unsealed, and only where the applicable legal requirements, including advance information, are met. It is not a blanket exclusion for furniture or all adult products. This exception never removes rights concerning defective or non-conforming goods.
Refunds and exchanges
For a valid withdrawal, we reimburse the applicable payments, including the cost of our least expensive standard outbound delivery option when the whole order is cancelled, within 14 calendar days of receiving your cancellation notice. We may withhold reimbursement until we receive the goods or evidence of dispatch, whichever occurs first, unless we have offered to collect them. Extra costs for a premium delivery option are not reimbursed. Refunds use the original payment method unless otherwise expressly agreed, without a refund fee. Your payment provider may take additional time to display the credit.
We do not offer direct exchanges for a change of mind; return the eligible item and place a new order. This does not affect replacement rights for faulty goods. Sale items have the same statutory rights. Mandatory consumer protections in your country remain unaffected.
Return addresses
United Kingdom: Sitruna, 9 Garrett Road, Lynx Trading Estate, Yeovil, BA20 2TJ, United Kingdom.
Europe: Fulfillment-Box GmbH, Walter-Geerdes-Str. 14, 28307 Bremen, Germany.
Contact andovuk@gmail.com before dispatch for the instructions appropriate to your order. These are logistics partners, not the seller’s business address.