Important: This is a generic template. Set concrete return windows, restocking fees, label policies, and exclusions in your checkout and merchant-of-record terms. Consumer law varies by country—this is not a substitute for counsel in each market you serve.

Effective date: 22 April 2026

1. Seller

This policy is provided by Cognis Commerce AB (brand: Skandique). Support: support@skandique.com.

2. Eligibility

Items must be returned unused, in original packaging where reasonable, with tags attached where applicable, and with proof of purchase, unless they are faulty or not as described. Hygiene-sealed goods, perishables, digital goods, or personalized items may be excluded where stated at purchase.

EU/EEA — statutory withdrawal (distance contracts)

If you are a consumer in the EU or EEA and your purchase is a distance contract, you typically have a 14-calendar-day right to withdraw without giving a reason, starting the day after you (or a third party you designate, other than the carrier) acquire physical possession of the goods. The exact start date for multi-item orders or staggered deliveries follows EU rules as implemented in your country.

How to exercise withdrawal. You must inform us of your decision to withdraw using an unequivocal statement (e.g. email) before the deadline. Meeting the deadline is enough if your message was sent in time.

Effects. If you withdraw, we refund all payments received from you, including outbound delivery costs you paid at the time of purchase (using the same means of payment where possible), within 14 days from when we are informed, provided we may withhold the refund until we have received the goods back or until you supply evidence of having sent them, whichever is earlier. Unless we offer to collect the goods, you must send them back without undue delay and within 14 days of informing us; you bear the direct cost of return unless we state otherwise or the goods are not as described.

Exceptions (examples). The right of withdrawal may not apply to goods made to your specifications, sealed goods unsuitable for return for health or hygiene reasons once unsealed, sealed audio/video/software once unsealed, perishable goods, certain digital content, and other categories listed in EU law. National lists and interpretations differ.

EU/EEA — lack of conformity

Separate from withdrawal, if goods are defective or not as described, EU consumer sales law gives you remedies such as repair, replacement, price reduction, or contract termination with refund, subject to conditions and time limits in your country’s implementation of the directives.

• Burden of proof: Under EU consumer sales rules, a lack of conformity that appears within a defined period after delivery may be presumed to have existed at delivery unless we disprove it (subject to national implementation and exceptions). Member states may give you a longer conformity period than the EU minimum—confirm the rule where you live.
• Commercial guarantees: Any voluntary warranty we offer is in addition to your statutory rights unless the law says otherwise.

3. How to start a return

Contact us using the email above with your order number and reason. Where we provide a return label or portal, follow the instructions. Unauthorized returns may be refused or delayed. Keep proof of postage until the return is completed.

4. Defective or incorrect items

If an item is faulty, damaged on arrival, or not as described, contact us promptly with photos if helpful. You may have rights to repair, replacement, price reduction, or refund under consumer law. Do not dispose of faulty goods until we confirm next steps.

5. Inspection and restocking

Returned items are inspected for condition and authenticity. We may refuse a refund or apply a restocking fee where permitted if the item is damaged, incomplete, or outside the stated return window.

6. Refunds

Approved refunds are issued to the original payment method unless we agree otherwise or the original method cannot receive a credit. Processing times vary: we typically initiate refunds within a stated business-day window after receiving and approving the return; your bank or card issuer may take additional days to post the credit. Shipping charges from the original order may be non-refundable except where required by law (including statutory withdrawal or cooling-off rules where they apply to you).

7. Exchanges

Exchanges are offered only where stated at checkout or agreed in writing. If an exchange is unavailable, we may process a refund or store credit as applicable.

8. Return shipping

Unless we sent the wrong item or the item is faulty, you may need to pay return shipping as stated at checkout. Where we provide a prepaid label, its cost may be deducted from your refund if permitted by law. Where statutory withdrawal or cooling-off rules apply to you, your obligation to pay return costs follows applicable law and any information we gave you before checkout.

9. International returns, duties, and customs

If you return goods across a border, customs declarations, duties, and taxes may apply to the return shipment. Unless we agree otherwise, you are responsible for accurate labelling and any charges unless local law requires us to bear them. Refused or mis-declared returns may be delayed, destroyed, or returned at your expense.

10. Chargebacks and payment disputes

Please contact us before initiating a chargeback so we can resolve the issue. Unfounded chargebacks may affect your ability to place future orders.