Refund policy

Return and refund policy

Last updated: 9 August 2026

14-day right of withdrawal

If you are a consumer in the European Union, you generally have 14 days from the day you (or a person nominated by you) receive the goods to tell us that you are withdrawing from the purchase, without giving a reason. Contact us by email, through the contact form, or use the return or cancellation option in your customer account where available. Include your order number and the item(s) concerned.

After notifying us, return the goods within 14 days. We will provide the return instructions and return address. Please do not send a return without first requesting instructions.

Return condition

You may inspect an item as you would in a physical shop. Please return it complete, securely packaged and, where reasonably possible, in its original packaging. You are responsible for any reduction in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the item.

Personalised and custom-made items

The statutory withdrawal right does not apply to goods made to your specifications or clearly personalised. This exception is shown where relevant before purchase. An item that is simply produced after you order, but uses only standard options offered in the store, is not automatically excluded from withdrawal.

Return shipping costs

For a standard withdrawal, you pay the direct cost of returning the item unless we agree otherwise. If the item is faulty, damaged on arrival, incorrect or not as described, we cover reasonable return costs and provide the remedy required by law.

Damaged, faulty or incorrect items

Inspect your order after delivery. If there is a problem, contact us promptly at alavi@trypeers.com with your order number, a description and clear photos of the item and packaging. Your legal rights for non-conforming goods are separate from and not limited by the 14-day withdrawal period.

Refunds

For a valid withdrawal, we refund the product price and the cost of the least expensive standard delivery method offered for the order. Any extra amount paid for premium delivery is not refundable. We issue the refund within 14 days after receiving your withdrawal notice, but may wait until we receive the goods or you provide evidence of return, whichever happens first. Refunds are sent to the original payment method; bank or card processing times can vary.

Cancelling before fulfilment

You can request cancellation until the order is fulfilled by using your customer account where available or contacting us immediately. If fulfilment has already started, we may be unable to stop dispatch; you can then use the applicable return process after delivery. A cancellation request does not override the personalised-goods exception once production has begun where the law permits that exception.

Exchanges

The quickest way to receive a different standard item is to return the original item under this policy and place a new order. Contact us before returning an item if you need help choosing the correct option.

How to contact us

Email alavi@trypeers.com, call +31 6 59355875, or use our contact form. Peers Community B.V. trading as Simva NL, Lodewijk Pincoffsweg 165, 3071 AS Rotterdam, Netherlands, KvK 93051468.