Refund policy

Return policy and right of withdrawal
In accordance with the applicable consumer protection regulations, the purchaser has the right to withdraw from the purchase contract within 14 (fourteen) days from delivery of the goods, without having to provide any reason and without incurring any penalty.
The right of withdrawal may be exercised for the entire order or only part of it. The goods must be returned intact, unused, complete with all accessories and in their original packaging.
The right of withdrawal does not apply to goods made to measure or clearly customised, including products configured online.

Statutory warranty of conformity
All products are covered by the statutory warranty of conformity provided for by the regulations in force in the country of delivery. This warranty protects the consumer in the event of a lack of conformity found within the period established by law and entitles them, at no additional cost, to repair or replacement of the goods. If these remedies are not possible or are excessively burdensome, the consumer is entitled to an appropriate price reduction or to termination of the contract with a refund.
The warranty does not cover defects resulting from improper use, incorrect installation, tampering or normal wear and tear of the goods.

Return procedure
To request a return or refund:

1. Log in to the Your Orders page.
2. Open the order for which you wish to make a return.
3. Click the “Request return” button at the top right.
4. In the next step, select the reason for the return.
5. Submit the request to complete the procedure.

Once submitted, the request will be handled by the Creative Cables customer service team.
Within 24 hours of the request, the customer will receive operating instructions and a prepaid return label to be affixed to the parcel. The goods must be handed in at a collection point of the appointed courier.

Financial conditions for returns
– If the right of withdrawal is exercised within the applicable time limits, the customer will receive a refund of the price paid and of the standard delivery shipping costs. If a more expensive shipping method was chosen at the time of purchase, only the amount corresponding to standard shipping will be refunded.
– The direct costs of returning the goods are borne by the customer. For logistics handling, a flat fee of €6 will be charged and deducted from the refund amount.
– The refund will be made within 30 (thirty) days from receipt and inspection of the returned goods, using the same payment method chosen by the customer at the time of purchase.

Cases excluded from refund
– Expiry of the 14-day period provided for exercising the right of withdrawal;
– Products made to measure or clearly customised;
– Returns made without prior authorisation from customer service or without using the prepaid label provided;
– Returns of online orders made directly at Creative Cables stores.

Duration of the statutory warranty by Country / Area