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Returns & Refunds

Last updated: 12 June 2026

We want every pair from Sumeos to fit you well. If it doesn’t, returning it is straightforward. Your statutory rights as an EU or UK consumer always apply and are never reduced by this policy.

1. Your 14-day statutory right of withdrawal

As an EU or UK consumer you may withdraw from a distance purchase within 14 days of the day you (or a person you nominate) receive the goods, without giving any reason. To exercise it, send an unequivocal statement to [email protected] before the deadline — you may use the model text below. We will confirm receipt without delay.

Model withdrawal form: “To Mervantis OÜ / Sumeos, [email protected]: I hereby give notice that I withdraw from my contract of sale of the following goods: [items], ordered on [date], received on [date]. Name, address, order number, date.”

2. Our extended 30-day returns (EU)

For deliveries within the European Union, beyond the statutory 14 days we voluntarily accept returns for 30 days from delivery under the same conditions. UK returns follow the 14-day window set out in section 3.

3. United Kingdom — return policy summary

For orders delivered to the United Kingdom, the following terms apply:

  • Product condition: returned complete and as delivered, with all parts and labels. You may inspect and test the goods as you would in a shop.
  • Return window: 14 days from the day you receive the goods.
  • Return method: by mail.
  • Return label: a return label is provided to download and print; the cost of return shipping is £19.99, deducted from your refund.
  • Restocking fee: none — we do not charge a restocking fee.
  • Refund processing time: within 14 days of us receiving the returned goods (or your proof of return).

If the return is due to our error or a defective item, return shipping is free and fully on us.

4. Conditions

  • Please return items complete, with all parts, labels and packaging. Opening the packaging or trying the product does not take away your right to withdraw. You may inspect the goods as you would in a shop; diminished value caused by handling beyond that may be deducted from the refund (statutory rule).
  • Returned items must be clean. Items returned soiled may incur a cleaning fee of €19.99 (or local equivalent) or be returned to you at your cost.

5. Exclusions (statutory)

The right of withdrawal does not apply to:

  • personalised or made-to-measure items manufactured to your specifications;
  • sealed hygiene-sensitive goods — e.g. cosmetics, skincare, underwear and socks — once unsealed after delivery;
  • perishable or edible goods;
  • sealed goods unsuitable for return for health or hygiene reasons once opened.

6. How to return

  1. Email [email protected] with your order number and the items you wish to return.
  2. We send you the correct return address and a return label to download and print within 1–2 business days. Please do not ship anything before receiving the return instructions — unannounced parcels can’t be matched to your order and may be refused.
  3. Pack the items securely (the original packaging is ideal) and hand the parcel to the carrier within 14 days of your notice.

7. Return shipping costs

The direct cost of returning goods is borne by you, as permitted by EU and UK consumer law, via a prepaid download-and-print label that we deduct from your refund:

  • European Union: a flat return fee of €19.99 on average (the exact amount reflects the carrier rate for your country and is confirmed before you send anything).
  • United Kingdom: a flat £19.99 for the prepaid return label.

If the return is due to our error or a defective item, return shipping is free and fully on us.

8. Refunds

We refund using your original payment method. The refund — including original standard delivery (but not any premium delivery upgrade) for statutory withdrawals of complete orders — is issued without undue delay and at the latest within 14 days of receiving the goods back (or proof of return), typically 3–7 business days after the items reach the warehouse and pass inspection.

9. Exchanges

For a different size or colour, return the original item as above and place a new order — this is the fastest route and guarantees stock.

10. Damaged or incorrect deliveries

Check your parcel on arrival. If something arrived damaged or wrong, email us within a reasonable time (ideally 48 hours) with photos of the item and packaging — we will resolve it at no cost to you: replacement, repair or full refund, your statutory remedies unaffected. See also our Warranty.

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