Refund policy

RETURNS & EXCHANGES – ASHES

1. 14-Day Return Policy

If you purchased a product from our online store, you have 14 days from the date of delivery to withdraw from the contract without giving any reason.

To request a return, please contact us at:
kontakt.ashes@gmail.com

Simply include your order number and inform us that you wish to return the item.

2. How to Return an Item

After notifying us:

  • send the product back within 14 days,

  • pack it securely (preferably in the original packaging),

  • include your order number.

The customer covers the return shipping cost unless the return is due to our mistake or a defective product.

3. Condition of Returned Items

You may try the product on as you would in a physical store.

The product must not:

  • show signs of use,

  • be washed,

  • have perfume or other odors,

  • be missing original tags (if included).

If the item has been used beyond what is necessary to check its nature and fit, we may reduce the refund amount accordingly.

4. Non-Returnable Items

Returns are not accepted for:

  • sealed products that cannot be returned for hygiene reasons once opened (e.g. balaclavas),

  • gift cards,

  • custom-made or personalized products.

5. Sale Items

Items purchased on sale, during promotions, or with discount codes can be returned under the same conditions as regular-priced items.

6. Refunds

After receiving and inspecting the returned item:

  • we will issue the refund within a maximum of 14 days,

  • the refund will be made using the same payment method used for the purchase,

  • we may withhold the refund until we receive the item or proof of shipment.

7. Size Exchanges

If you wish to exchange an item for a different size, please contact us by email.

For size exchanges due to incorrect size selection:

  • the customer covers the cost of returning the item,

  • the customer also covers the cost of shipping the new size.

If the exchange is due to our mistake or a defective product, we will cover all shipping costs.

8. Defective or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us as soon as possible at:
kontakt.ashes@gmail.com

In such cases, we will cover the return costs and resolve the issue promptly.