Refund policy

Last updated: 29 May 2026

Summary

30-day return window worldwide from the date you receive your order
14-day unconditional cooling-off right for EU customers (in addition to the 30-day window)
All products eligible for return, including any items purchased at promotional pricing — no exclusions
Customer pays return shipping unless the item is defective, damaged, or incorrectly shipped (in those cases, we cover return shipping)
Refunds processed within 10 days after we receive the returned item

1. Right to return — 30-day return window

You have 30 calendar days from the date of delivery to request a return for any reason. To initiate a return, email support@warmshelf.com with your order number and the reason for return. We will respond within one business day with the return shipping address and confirmation.

2. EU 14-day cooling-off right (in addition to the 30-day window above)

If you are a consumer resident in the European Union, you have the right under Article 9 of Directive 2011/83/EU on consumer rights to withdraw from your purchase within 14 days of receiving your order, without giving any reason. To exercise this right, send an unequivocal statement of withdrawal to support@warmshelf.com within the 14-day period. The 14-day cooling-off right runs in parallel with our voluntary 30-day return window — you may rely on whichever is more favourable to you.

3. Condition of returned items

To be eligible for a refund, returned items must be:

Unused or in the same condition you received them
In the original packaging where reasonably possible
Returned within the applicable return window (14 days for EU cooling-off, 30 days otherwise)

For EU customers exercising the 14-day cooling-off right, you may inspect the item as you would in a physical store. You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, and functioning (per Directive 2011/83/EU Art. 14(2)).

4. Return shipping address

Please email support@warmshelf.com to receive specific return details. To return an item, package it securely and mail it to: Bunny Honey Club SRL Strada Petricani 4 023842 Bucharest, Romania.

Please email support@warmshelf.com with your tracking number after shipping so we can process your refund faster.

Please do not ship returns to the registered office without first emailing us.

5. Who pays return shipping

Customer pays return shipping for change-of-mind returns, EU 14-day cooling-off withdrawals, or any return not caused by a defect or our error
We pay return shipping if the item arrived defective, damaged, or you received the wrong item

We recommend using a tracked shipping service for returns — we cannot refund returns we don't receive.

6. Damaged, defective, or incorrect items

If your item arrives damaged, defective, or different from what you ordered, contact support@warmshelf.com within 48 hours of delivery with:

Your order number
Photos of the item showing the damage or defect
Photos of the outer packaging

We will arrange a replacement at no cost, or a full refund (including original and return shipping) at your choice.

7. Refund process and timing

After we receive your returned item, we will:

Inspect the item within 3 business days
Notify you of the refund approval
Process the refund to your original payment method within 10 business days of receiving the returned item

Once the refund is processed on our side, it may take an additional 3-10 business days for the amount to appear on your bank or card statement, depending on your bank and payment method.

8. Items that cannot be returned

The following are excluded from our return policy:

Items personalized or customized at your request
Items damaged through misuse after delivery
Items returned more than 30 days after delivery (except in the EU 14-day cooling-off window, which has its own conditions)

Note: Items purchased at promotional pricing ARE eligible for return. We do not exclude sale items from our return policy.

9. EU consumer rights and statutory warranty

Nothing in this Refund Policy limits or excludes:

The EU 14-day cooling-off right under Directive 2011/83/EU
The 2-year legal warranty against defects under Directive (EU) 2019/771
UK consumer rights under the Consumer Rights Act 2015
Australian Consumer Law guarantees
New Zealand Consumer Guarantees Act 1993 rights
Any other non-waivable consumer protections in your country

10. Online Dispute Resolution

EU customers may use the European Commission's Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr. We are willing to participate in dispute resolution but are not legally obliged to do so. We encourage you to email us first — most issues are resolved within one business day.