Refund policy

REFUND POLICY

Made-to-order and handcrafted items All our products are handmade and/or made to order. Under EU Directive 2011/83/EU (Article 16c), the right of withdrawal does not apply to goods made to the consumer's specifications or clearly personalised. Therefore, we do not accept returns or exchanges on made-to-order items.

Ready-to-ship items If you purchase a ready-to-ship item, you have 14 days from the date of delivery to request a return. The item must be unused, in its original condition and packaging. Return shipping costs are the buyer's responsibility. To initiate a return, contact us at niflhels@gmail.com.

Damaged or defective items If your item arrives damaged or defective, contact us within 14 days of delivery at niflhels@gmail.com with clear photos of the damage and packaging. Each case will be assessed individually and resolved in accordance with applicable consumer protection law.

Cancellations Orders may be cancelled within 24 hours of purchase. After this time, production may have already begun and cancellation may no longer be possible.

Refunds Once a return is received and approved, you will be refunded to your original payment method within 10 business days.