Returns & Refunds

Thank you for shopping with us. We want to ensure you are completely satisfied with your purchase. Please read our returns and refunds policy carefully:

1. Right of Withdrawal

You have the right to withdraw from your purchase within 7 days without providing a reason. The withdrawal period expires 7 days from the day on which you take possession of the goods. This policy doesn’t apply to unique, customized and personalised goods that are not refunded.

2. How to Exercise the Right of Withdrawal

To exercise the right of withdrawal, you must inform us of your decision by sending a clear statement (e.g., an email stating the reference of your order and the reason of withdrawal). Please send your withdrawal notice to: info@substanz.team

3. Effects of Withdrawal

If you withdraw from this contract, we will reimburse all payments received from you, excluding delivery costs, without undue delay after receipt of the returned goods by us in due condition (please refer to clause 5 below). We will use the same means of payment that you used for the initial transaction.

4. Return Shipping Costs

You are responsible for the direct costs of returning the goods.

5. Condition of Returned Goods

Returned items must be in their original condition: unworn, unwashed, and with all original tags and packaging. We reserve the right to refuse refunds or exchanges if the goods are not returned in their original condition.

6. Non-Returnable Items

Unique, Customised and personalised items are not eligible for withdrawal or return. The customised goods can be exchanged in case the goods were delivered damaged or defected.

If you have any questions or need assistance with your return, please contact us at info@substanz.team.