Refund policy

Returns & Exchanges

We want returns and exchanges to be as easy and stress-free as possible. If something is not quite right, we are happy to help and in most cases we do our best to find a suitable solution.

Return Timeframe & Your Right to Cancel

You may return your item within 14 days from the date of delivery. Returned items must meet the conditions listed below.

If you are shopping as a consumer, you also have the statutory right to withdraw from your purchase within 14 days of receiving your order, without giving a reason. You can tell us about your decision by any clear statement, for example through our Return Form or our Contact Form.

How to Start a Return

For standard returns and exchanges, please start by completing our Return Form. Once your request is submitted, our team will review it and send you detailed return instructions. Returns sent without prior approval may be delayed or refused.

If you are exercising your 14-day right to cancel, you may also notify us by any clear statement through our Contact Form. Using the Return Form simply helps us process your request faster.

Return Conditions

Returned items must meet all of the following requirements:

• Unused, unwashed, and unaltered
• With all original MANUL® tags, labels, and protective stickers intact
• Please quote your order number so we can identify your purchase

We reserve the right to refuse any returns that do not comply with these conditions or show signs of wear, washing, damage, or modification beyond what is needed to check the item.

Return Shipping Costs

Returns and exchanges are generally shipped back at the customer’s expense. Free returns are available for Slovakia and the Czech Republic. In some individual cases, we may also offer a free return or exchange at our discretion.

• Returns: the customer normally covers the return shipping cost, unless the return is eligible for free return shipping.
• Exchanges: the customer normally covers both the return shipping cost and the shipping cost for the new item.

If you cancel your entire order under your 14-day right to cancel, we will also refund the original (outbound) delivery cost you paid, up to the cost of our standard delivery option. You remain responsible only for the cost of sending the items back to us.

We do not provide prepaid return labels in all cases. Please use a tracked shipping service and keep proof of postage. We recommend returning items from the country of the original delivery to avoid customs charges or delays.

If you are requesting an exchange, we may send you an invoice for the shipping cost of the new item based on the carrier’s current rates. The invoice will be issued to your provided IBAN account holder’s name and must be paid before the exchange is shipped.

⚠️ We are not responsible for lost or damaged returns sent via third-party shipping services.

Damaged or Incorrect Items

Please check your order upon delivery. If you received a damaged, defective, or incorrect item, contact us immediately through our Contact Form. If the issue is confirmed, we will cover the shipping cost for a replacement or refund.

Non-Returnable Items

The following items are non-returnable once their hygiene seal or protective sticker has been removed, unless they are defective:

• Underwear and swimwear
• Personal care or hygiene products (for example beauty items)

If the hygiene seal is still intact, these items can be returned under the normal conditions above. Personalized or custom-made items are non-returnable unless defective. If you are unsure whether your item is eligible for return, please contact us before sending it back.

Refunds

Once we have received your return and confirmed that it meets the conditions above, we will issue a refund to your original payment method, or another method agreed with you. When you cancel under your 14-day right, we refund within 14 days of being informed of your decision, although we may withhold the refund until we have received the items back or you provide proof that they have been sent. The time for the refund to appear on your account depends on your payment provider and may take a few additional days.

Refunds are made through the provider that processed your payment (Stripe, Mollie or PayPal). For orders paid by cash on delivery, we refund by bank transfer to a bank account that you give us.

Questions?

If you have any questions, contact us anytime through our Contact Form.

This policy does not affect your statutory rights.