Refund policy
Refund & Returns Policy
Last updated: July 2026
We want you to be completely satisfied with your PLUG NETWORK purchase. This policy outlines your rights and our procedures for returns, refunds, and exchanges.
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1. STANDARD RETURNS (All Customers)
You may return most items within 30 days of delivery for a refund or exchange. To be eligible:
- The item must be in the same condition you received it — you may inspect and try it on (as you would in a physical store), but it should not show signs of extended wear, washing, or use.
- Original tags and packaging must be included whenever possible.
- Proof of purchase (order number) is required.
To start a return, contact us at contact@plugnetwork.shop with your order number. We will provide return instructions within 48 hours.
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2. EU CUSTOMERS — 14-DAY RIGHT OF WITHDRAWAL
If you are a consumer residing in the European Union, you have the right to withdraw from your purchase within 14 days of receiving the goods, without providing any reason, in accordance with the EU Consumer Rights Directive (2011/83/EU).
To exercise this right:
- Notify us of your decision to withdraw before the 14-day period expires by emailing contact@plugnetwork.shop
- Return the goods within 14 days of notifying us.
- The goods must be in a condition that allows resale (you may examine them as you would in a store, but not use them extensively).
Refunds for EU withdrawal cases will be processed within 14 days of receiving the returned goods, to the original payment method used at checkout.
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3. UK CUSTOMERS — 14-DAY COOLING-OFF PERIOD
UK customers have similar rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. The same 14-day withdrawal period and conditions above apply.
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4. SWISS CUSTOMERS
Under Swiss law, there is no statutory right of withdrawal for distance sales. However, our voluntary 30-day return policy (Section 1) applies to Swiss customers.
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5. RETURN SHIPPING COSTS
- Standard returns and EU/UK withdrawal returns: return shipping is the customer's responsibility.
- Returns due to our error (wrong item, defective product, or damage in transit): PLUG NETWORK covers return shipping and provides a full refund or replacement at no extra cost.
- Original outbound shipping fees are non-refundable, except in cases of our error.
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6. REFUND PROCESSING
- Refunds are issued to the original payment method.
- EU/UK customers: refunds processed within 14 days of receiving the returned item.
- Other regions: refunds processed within 5-10 business days after receiving and inspecting the item.
- Depending on your bank or card issuer, funds may take an additional 3-10 business days to appear in your account.
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7. NON-RETURNABLE ITEMS
The following items cannot be returned or refunded:
- Personalized or custom-made products
- Underwear, swimwear, and intimate items (for hygiene reasons)
- Gift cards and digital products