Refund policy

This policy explains how to cancel an order, how to return an item, and what happens if something arrives faulty. It sits alongside your legal rights and does not replace them.

Cancelling your order — 14 days, no reason needed

You have 14 days to cancel your order without giving any reason. The 14 days run from the day you, or someone you nominate, physically receives the goods. If an order is delivered in several parts, the 14 days run from the day you receive the last part.

To cancel, tell us clearly before the 14 days are up. Email alcyrea@gmail.com, or write to DRAEN, Via Sassa 23, 67100 L'Aquila (AQ), Italy. You can use the model form at the bottom of this page, but you do not have to — any clear statement that you are cancelling is enough. Sending your message before the deadline is what counts, not when it reaches us.

Sending the goods back

Send the goods back within 14 days of telling us you are cancelling. Return address:

DRAEN
Via Rocco Carabba 25
67100 L'Aquila (AQ)
Italy

You pay the cost of returning the goods. Return postage is not refunded when you cancel. We recommend a tracked service — until the parcel reaches us you are responsible for it.

You may handle and inspect the backpack the way you would in a shop. If you use it beyond that and its value drops as a result, we can deduct that loss from your refund.

Your refund

We refund within 14 days of you telling us you are cancelling, using the same payment method you paid with. There is no fee for this.

The refund includes what you paid for the goods and the standard delivery cost you paid to receive them. If you chose a faster or more expensive delivery than our cheapest standard option, we refund the standard amount, not the difference.

We may hold the refund until the goods reach us, or until you show us proof that you have sent them — whichever happens first.

Faulty, damaged or wrong items

Cancelling is separate from your rights when something is wrong with the product. Those rights are free and always apply.

If you live in the EU: we are liable for any lack of conformity that exists at delivery and becomes apparent within two years. For the first year after delivery, a fault is presumed to have been there at delivery unless we can show otherwise. You are entitled to have the item repaired or replaced free of charge; if that is not possible, not done within a reasonable time, or causes you significant inconvenience, you can ask for a price reduction or cancel the contract for a refund.

If you live in the UK: under the Consumer Rights Act 2015 goods must be of satisfactory quality, fit for purpose and as described. Within 30 days of delivery you can reject a faulty item and get a full refund. After that you are entitled to a repair or replacement, and to a price reduction or a refund if that fails.

Email alcyrea@gmail.com with your order number and a photograph of the problem. We pay the return postage on faulty, damaged or wrongly sent items — that is not the same as cancelling, and it never costs you anything.

When you cannot cancel

The 14-day cancellation right does not apply to goods made to your specification or clearly personalised, or to sealed goods that are not suitable for return for health or hygiene reasons once unsealed. It also does not apply to business purchases — this policy is for consumers.

Model cancellation form

Complete and return this form only if you wish to withdraw from the contract.

To DRAEN, Via Sassa 23, 67100 L'Aquila (AQ), Italy, alcyrea@gmail.com:

I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:

Ordered on / received on:

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is notified on paper):

Date:

Complaints

Email alcyrea@gmail.com and we will answer as quickly as we can. If we cannot settle a dispute between us, you keep every right to take the matter to the courts of the country you live in. We are not currently signed up to an alternative dispute resolution body.