Refund and Returns Policy

Last updated: 10 September 2026

This Refund and Returns Policy applies to purchases made through the online shop operated by:

Largo Upperstream B.V.
Jan de Verwerstraat 10
5911 BJ Venlo
The Netherlands

KvK number: 42043344
RSIN: 869447142
Email: hello@largoupperstream.com
Telephone: +49 2131 3875040

1. Right of withdrawal

If you are a consumer, you generally have the right to withdraw from an online purchase within 14 days without giving a reason.

The withdrawal period begins on the day after you, or a third party designated by you, receives the products.

For orders containing several products delivered separately, the period begins after receipt of the final product.

2. How to request a return

To exercise your right of withdrawal, you must notify us before the 14-day period expires.

Please contact:

Email: hello@largoupperstream.com

Your request should include:

• Your full name

• Your order number

• The products you wish to return

• The date the products were received

• The reason for the return, if you wish to provide one

Providing a reason is not required when exercising your statutory right of withdrawal.

After receiving your request, we will provide the correct return address and instructions. Please do not return products to our registered office unless we have expressly instructed you to do so.

3. Return deadline

After notifying us of your withdrawal, you must send the products back within 14 days.

The deadline is met if the products are dispatched before the 14-day return period expires.

We recommend using a tracked delivery service and keeping the shipping receipt until the return has been completed.

4. Condition of returned products

You may inspect a product as you would in a physical shop.

Returned products should, where reasonably possible, be:

• Complete

• Clean and undamaged

• Unused beyond what is necessary for inspection

• Returned with their original labels and accessories

• Returned in their original packaging

You may be responsible for any reduction in value caused by handling beyond what is necessary to determine the product’s nature, characteristics and functioning.

Opening normal transport packaging does not automatically remove your right of withdrawal.

5. Products that cannot be returned

The right of withdrawal may not apply to:

• Products made to your specifications or clearly personalised

• Products liable to deteriorate or expire rapidly

• Opened pet food, treats or other consumable products where the legal exception for perishable goods applies

• Sealed products that are unsuitable for return for health-protection or hygiene reasons after the seal has been broken

• Products inseparably mixed with other items after delivery

• Other products excluded from withdrawal under applicable law

A product will only be excluded where the applicable legal requirements are satisfied.

6. Return shipping costs

If you withdraw because you changed your mind, you are responsible for the direct cost of returning the products unless we state otherwise.

If a product is defective, damaged, incorrect or otherwise does not comply with the purchase agreement, we will cover reasonable return costs.

We are not responsible for return parcels lost or damaged because they were inadequately packaged.

7. Refund amount

For a valid withdrawal, we will refund:

• The purchase price of the returned products

• The original standard delivery cost where legally required

We do not refund:

• Additional costs resulting from your choice of a more expensive delivery method

• Return shipping costs for a change-of-mind return

• Any reduction in product value caused by unnecessary or excessive handling

If only part of an order is returned, the original delivery charge may not be refundable where the delivery cost would have been the same for the products retained.

8. Refund timing

We will process the refund within 14 days after receiving your withdrawal notice.

We may withhold reimbursement until:

• We have received the returned products; or

• You provide evidence that the products have been sent back,

whichever occurs first.

Refunds will normally be issued using the original payment method unless another method is expressly agreed.

The time required for the refund to appear in your account may depend on your bank or payment provider.

9. Damaged, defective or incorrect products

Please inspect your order promptly after delivery.

If a product is damaged, defective or incorrect, contact us as soon as possible and provide:

• Your order number

• A description of the problem

• Photographs of the product

• Photographs of the packaging and shipping label, where relevant

Please keep the product and packaging until we have reviewed the matter.

Depending on the circumstances and applicable law, we may offer:

• Repair

• Replacement

• A price reduction

• Cancellation and a refund

Your statutory guarantee rights remain unaffected.

10. Damage during delivery

Largo Upperstream B.V. remains responsible for products until you, or a third party designated by you other than the carrier, physically receives them.

If your parcel arrives visibly damaged, please photograph the packaging before opening it and contact us promptly.

Do not discard the packaging until the claim has been assessed.

11. Exchanges

We do not guarantee direct exchanges.

If you require another size, colour or product, please contact us. Depending on availability, we may arrange an exchange or ask you to return the original product and place a new order.

Any price difference and applicable shipping costs must be paid before the replacement is dispatched.

12. Cancelled orders

If you request cancellation before an order has been processed or dispatched, we will attempt to cancel it.

We cannot guarantee cancellation once fulfilment has started. If cancellation is no longer possible, you may exercise your right of withdrawal after receiving the order, subject to the exceptions described in this policy.

13. Refused and unclaimed deliveries

If a parcel is returned because:

• Delivery was refused

• The delivery address was incorrect or incomplete

• The parcel was not collected from a collection point

we will contact you regarding redelivery or cancellation.

Reasonable additional delivery or return costs may be deducted from the refund or charged before redelivery where legally permitted.

14. Promotional items and bundles

If a free item was included as part of a promotion, it must also be returned if the qualifying purchase is returned.

If the promotional item is not returned, we may deduct its stated value from the refund where legally permitted and where this condition was clearly disclosed.

For product bundles, returning only part of the bundle may affect the applicable discount.

15. Business customers

The statutory consumer withdrawal right does not apply to purchases made by companies or individuals acting primarily for business purposes.

Returns from business customers require our prior written approval unless the products are defective or do not comply with the agreement.

16. Model withdrawal form

Complete and send this form only if you wish to withdraw from your purchase.

To:

Largo Upperstream B.V.
Jan de Verwerstraat 10
5911 BJ Venlo
The Netherlands
Email: hello@largoupperstream.com

I/We hereby give notice that I/We withdraw from the contract for the sale of the following products:

Product(s): ______________________________

Order number: ___________________________

Ordered on: _____________________________

Received on: ____________________________

Consumer’s name: ________________________

Consumer’s address: ______________________

Signature, if submitted on paper: __________

Date: __________________________________

17. Contact

For return and refund questions, contact:

Largo Upperstream B.V.
Email: hello@largoupperstream.com
Telephone: +49 2131 3875040