Refund policy

Last updated: July 21, 2026

At SLOWO, we offer physical products, some of which are manufactured or printed on demand, as well as products available for preorder.

This Policy explains the conditions applicable to returns, withdrawals, cancellations and refunds.

1. Physical Products

1.1 Right of Withdrawal

Except where a legal exception applies, if you are a consumer, you have 14 days from the date you receive your order to exercise your right of withdrawal without having to provide a reason.

To exercise this right, you must clearly inform us of your decision before the applicable deadline by contacting us at:

[email protected]

Please include the following information in your request:

• your name;

• your order number;

• the product or products concerned;

• the date on which you received the order.

You may keep the items covered by your withdrawal. SLOWO confirms in writing that you may keep them and tells you the amount due.

1.2 Refund Following Withdrawal

Where the right of withdrawal has been validly exercised, SLOWO will refund the amounts due within a maximum of 14 days from the date on which the withdrawal request is received.

The refund includes the price of the items covered by the withdrawal. We refund the original standard shipping costs when you withdraw from the entire order.

Any additional costs resulting from the customer’s choice of a more expensive shipping method than the standard option will not be refunded.

The refund will be issued using the same payment method used for the original order, unless expressly agreed otherwise.

1.3 Manufactured or Printed-on-Demand Products

Some products offered by SLOWO are manufactured or printed only after the order has been confirmed.

The fact that a product is manufactured or printed on demand does not, by itself, automatically exclude the right of withdrawal.

Standard products manufactured or printed on demand remain subject to the right of withdrawal where the applicable legal conditions are met.

1.4 Personalized Products

Where a product is clearly personalized or made according to the customer’s specific instructions, the right of withdrawal may not apply in accordance with applicable law.

This may include, in particular, a product created using:

• a name;

• personalized text;

• a logo;

• an image provided by the customer;

• a configuration specifically created at the customer’s request.

Where this exception applies, the relevant information will be provided on the product page before the order is confirmed.

1.5 Preordered Products

Certain SLOWO products may be offered for preorder before they are manufactured or immediately available.

The estimated production or shipping period is stated on the product page when the order is placed.

The statutory withdrawal period applicable to a physical product begins on the date the product is received.

If the announced schedule changes significantly, the customer will be informed as soon as reasonably possible.

A cancellation request submitted before shipment may be reviewed by SLOWO. Where manufacturing or order preparation has not yet begun, a refund may be offered.

Where production has already begun, the rules governing the right of withdrawal and any applicable legal exceptions will continue to apply.

1.6 Bundles and Product Sets

Where a product is sold as a bundle, duo or commercial set, the return must include all items included in the relevant offer.

An incomplete bundle, including where certain products have been kept, used or are missing, may be subject to a reduced refund or refusal of the return where permitted by law.

Where only one item in the bundle is defective or nonconforming, please contact us so that we can offer an appropriate solution without automatically requiring the entire bundle to be returned.

2. Defective, Damaged or Nonconforming Products

If your order arrives damaged, has a manufacturing defect, contains an obvious error, is missing a product or otherwise has a conformity issue, please contact us as soon as possible at:

[email protected]

Please provide:

• your order number;

• a detailed description of the issue;

• clear photographs of the product and, where relevant, its packaging.

After reviewing the request, we may offer one of the following solutions, depending on the circumstances and the remedies provided by law:

• a replacement;

• a repair, where appropriate;

• shipment of the missing item;

• a price reduction;

• or a refund.

Where a product is confirmed to be defective, damaged, incorrect or nonconforming, the customer will not be responsible for the costs necessary to return the product or bring it into conformity.

Please do not return the product before receiving our instructions.

3. Applicable Statutory Warranties

Physical products sold through the website are covered by the applicable statutory warranties.

3.1 Statutory Guarantee of Conformity

You are entitled to the statutory guarantee of conformity under the conditions provided by law.

Where a product does not conform, you have 2 years from the date the product was delivered to take action.

Subject to the conditions established by applicable law, you may request:

• repair of the product;

• or replacement of the product.

Where repair or replacement is impossible, disproportionate, refused or cannot be completed under the conditions required by law, you may request:

• a price reduction;

• or cancellation of the sale.

3.2 Warranty Against Hidden Defects

You may also rely on the statutory warranty against hidden defects where the defect:

• existed at the time of purchase;

• was not apparent;

• and makes the product unfit for its intended use or substantially reduces its usefulness.

Under the conditions provided by law, you may choose to return the product and request a refund of its price, or keep the product and request a price reduction.

3.3 Independence of Statutory Warranties

Statutory warranties apply independently of:

• the right of withdrawal;

• this Policy;

• and any separate commercial warranty that may be offered.

4. Lost Package or Order Not Received

If your order has not been received within the announced delivery period, please contact us at:

[email protected]

Please include your order number so that we can verify:

• the production status;

• the package tracking information;

• the information provided by the shipping carrier;

• and the appropriate solution.

Depending on the circumstances, a replacement shipment or refund may be offered in accordance with applicable law.

5. Unclaimed Package or Incorrect Address

The customer is responsible for ensuring that the shipping information provided when placing the order is accurate.

Where a package is returned because of:

• an incorrect or incomplete address;

• failure to collect the package within the carrier’s required timeframe;

• or refusal of delivery that does not constitute a validly exercised right of withdrawal,

the customer may be charged the cost of reshipping the order.

The applicable amount will be communicated before any replacement shipment is arranged.

6. Contact

For any request relating to a withdrawal, return, cancellation or refund:

[email protected]

Please include your order number to help us process your request.

7. Our Commitment

SLOWO works with carefully selected manufacturing, printing and delivery partners.

If an issue occurs, we review each request in order to identify a clear, fair solution that complies with the customer’s rights.