Refund & return.

1.1 If you are a consumer, you have a statutory right to withdraw from a distance contract within 14 days without giving any reason. This applies under the UK Consumer Contracts Regulations 2013 and, for consumers in the EU/EEA, under Directive 2011/83/EU as implemented in your country of residence (in Germany, §§ 355, 312g BGB).

1.2 The 14-day period begins on the day on which you (or a third party indicated by you, other than the carrier) take physical possession of the goods (for multiple items in one order delivered separately, on the day you receive the last item).

1.3 To exercise the right of withdrawal, inform us by a clear statement (for example, by email to info@forestair.life or by letter). You may use the model withdrawal form included in our Terms & Conditions, but you are not obliged to do so. To meet the deadline, it is enough that you send your notice before the 14-day period expires.

1.4 This statutory right exists independently of, and in addition to, the voluntary 30-day return described below and your statutory guarantee rights for faulty goods.

2.1 In addition to your statutory rights, we voluntarily offer a 30-day return window from the day you receive your order, as a goodwill gesture.

2.2 For this voluntary return (i.e. beyond the cases covered by your statutory rights), we ask that items be unused, in their original condition, and returned with all accessories and packaging.

2.3 This voluntary policy never replaces or reduces your statutory rights under Sections 1 and 8 — wherever your statutory rights are more favourable, they apply.

3.1 When exercising your statutory right of withdrawal, you are entitled to handle and inspect the goods as you would in a shop, to establish their nature, characteristics and functioning. Opening or testing a product does not remove your statutory right to withdraw.

3.2 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. We may deduct an amount for such diminished value from your refund.

3.3 The stricter "unused / original condition" requirement in Section 2 applies only to our voluntary 30-day return, not to your statutory right of withdrawal.

4.1 To start a return or withdrawal, contact us at info@forestair.life with:

• your order number
• the reason for the return (optional for a statutory withdrawal)
• photos, where relevant (for damaged or incorrect items)

4.2 We will provide return instructions and the return address. You must send the goods back without undue delay and in any event within 14 days of notifying us.

5.1 You bear the direct cost of returning the goods, unless the item arrived damaged, faulty or incorrect, in which case we cover the return cost.

5.2 We recommend using a tracked shipping service and keeping proof of postage, as you bear the risk for the return until the goods reach us.

5.3 Please return goods to the address we provide:

6.1 Where you exercise your statutory right of withdrawal, we will refund all payments received from you, including the standard delivery costs (but not any supplementary costs arising if you chose a more expensive delivery option than our cheapest standard delivery).

6.2 We will make the refund within 14 days of being informed of your withdrawal. We may, however, withhold the refund until we have received the goods back or you have supplied evidence of having sent them back, whichever is earlier.

6.3 Refunds are issued using the same means of payment you used for the original transaction, unless expressly agreed otherwise; you will not incur any fees for the refund. Depending on your bank or payment provider, the amount may take a further 5–10 business days to appear.

6.4 For our voluntary 30-day return (beyond your statutory rights), original outbound shipping costs may be non-refundable, except where we made an error or the goods were faulty.

7.1 We do not offer direct exchanges.

7.2 If you need a different item, please return the original product and place a new order.

8.1 Separately from any return window, you have a statutory guarantee that goods are as described, of satisfactory quality and fit for purpose.

8.2 For consumers in the EU/EEA, this statutory guarantee of conformity lasts at least two (2) years from delivery (Directive (EU) 2019/771; in Germany, the BGB). For consumers in the UK, your rights under the Consumer Rights Act 2015 apply.

8.3 If goods are faulty or not in conformity with the contract, you are entitled to a remedy such as repair, replacement, an appropriate price reduction, or a refund, in accordance with the applicable law. Return costs for faulty goods are borne by us.

9.1 If your item arrives damaged or incorrect, please notify us as soon as possible — ideally within 48 hours of delivery — at info@forestair.life, with photos where possible.

9.2 We will arrange a replacement or refund at no cost to you. Reporting later than 48 hours does not affect your statutory rights; the 48-hour request simply helps us resolve transport-damage claims quickly.

10.1 To the extent permitted by law, the following are excluded from the statutory right of withdrawal and/or our voluntary return:

• sealed goods that are not suitable for return for health-protection or hygiene reasons, if unsealed after delivery (for example, certain consumables such as essential oils)
• goods made to your specifications or clearly personalised
• gift cards
• products purchased from third-party retailers (please contact that retailer)

10.2 These exclusions never limit your statutory rights in respect of faulty or non-conforming goods (Section 8).

11.1 Orders can be cancelled free of charge at any time before shipment — just contact us.

11.2 Once an order has shipped, your statutory right of withdrawal (Section 1) and the return process apply.

If you have questions about returns or refunds, please contact us at: