Returns and Exchanges Policy
We want returns to be clear and straightforward. The information below explains how to exercise your statutory right of withdrawal, how to return a product, and what happens if a product is defective or damaged.
You do not need to provide a reason when exercising the statutory 14-day right of withdrawal.
For defective, damaged or incorrectly supplied products, describing the problem and providing photos or video where relevant can help us resolve the case more quickly.
If convenient, you may also place a copy of the invoice or order information inside the parcel to help us process the return faster.
- Change-of-mind / withdrawal returns: where applicable, the consumer bears the direct cost of returning the goods when this was communicated before purchase.
- If SDRstore arranges the return courier for a non-defective product, the applicable direct return shipping cost may be deducted from the refund.
- Defective, damaged or incorrectly supplied goods: where the product is covered by your statutory legal rights, SDRstore will arrange or reimburse the necessary return transport so that the remedy is provided at no cost to you.
Refunds after withdrawal
When a valid statutory withdrawal is exercised, we will reimburse the payments received from you, including the cost of our least expensive standard delivery option, in accordance with applicable consumer law.
- Additional delivery charges resulting from your choice of a more expensive delivery method, such as express shipping, do not have to be reimbursed beyond the cost of our standard delivery option.
- Refunds will normally be made using the same payment method used for the original transaction unless another method is expressly agreed.
- We will process the reimbursement without undue delay and, where EU withdrawal rules apply, no later than 14 days after being informed of your decision to withdraw.
- We may withhold reimbursement until we have received the returned goods or you provide evidence that the goods have been sent back, whichever occurs first, where permitted by applicable law.
Product condition and handling
You may inspect and handle a product to the extent reasonably necessary to establish its nature, characteristics and functioning, similar to what would normally be possible in a physical shop.
You may be responsible for any diminished value resulting from handling beyond what is necessary for this purpose.
Missing accessories, physical damage, modifications or excessive use may therefore result in an appropriate reduction of the refund where permitted by law. This does not remove your statutory right of withdrawal.
Defective, damaged or non-conforming goods
- Please contact us as soon as reasonably possible after discovering a defect or non-conformity.
- Provide your order details and a description of the issue. Photos, videos or diagnostic information may help us resolve the issue faster but do not replace your statutory consumer rights.
- Under EU consumer rules, consumers benefit from a minimum legal guarantee of conformity of 2 years for goods, although national law may provide additional protection.
- Where the statutory legal guarantee applies, repair or replacement must be provided free of charge. Depending on the circumstances and applicable law, a price reduction or refund may be available where repair or replacement is impossible, disproportionate, unsuccessful or cannot be completed within the required conditions.
- Necessary shipping costs relating to a valid legal-guarantee claim are not charged to the consumer.
Exceptions to the 14-day withdrawal right
The statutory 14-day right of withdrawal applies to consumers and is subject to the exceptions established by applicable consumer law.
Examples may include certain goods made to the consumer's specifications or clearly personalised goods, certain sealed software after the seal has been broken, and digital content supplied in circumstances where the consumer has expressly agreed to begin performance and acknowledged the resulting loss of the withdrawal right.
This statutory consumer withdrawal right generally does not apply to purchases made by businesses or professional customers acting for purposes related to their trade, business, craft or profession.
Additional guidance
- Using our online return process helps us process your request faster, but where a statutory right of withdrawal applies, that right is not conditional on receiving prior approval from SDRstore.
- Please return products securely packaged and include all accessories supplied with the product where applicable.
- Do not send a product to an address that has not been confirmed for returns. Contact us or follow the return instructions provided through your order before dispatching the parcel.
- For questions about a return, withdrawal or defective product, contact sales@sdrstore.eu.
