Sometimes things do go wrong:

Dear Customer,

If your product arrives in poor condition or you are not satisfied with your purchase, please contact us via any of the means available (email, phone or video conference [by pre-booked appointment only]). You may request a return or exchange within 7 business days of the receipt of the product. 
Personalized, customized or other digital downloadable products may not be returned for refund or exchange under any circumstances unless stated otherwise during time of purchase.
Returns are made direct to the manufacturer. All returns must be postmarked within seven business days of the item receipt date. All returned items must be in new and unused condition, with all original tags and labels attached.
After receiving confirmation from the manufacturer of your successful return of your item purchased, we will process your [return/exchange/return or credit as requested]
[Please note, you will be responsible for all return shipping charges. We strongly recommend that you use a track-able method to mail your return.] Depending on location and item some items may come with a returns compensation.
Deliveries from international manufacturers to Europe/USA take between 10-24 business days to arrive, depending on the shipping method used and as such the reverse may hold true.. Deliveries to other countries may take longer. Business days are Monday through Friday, excluding holidays determined by common and other freight carriers.