Last updated: December 2025

This policy explains your statutory 14-day right of withdrawal, which applies to all customers in the European Union under the EU Consumer Rights Directive.

The right of withdrawal is a legal right and separate from our general returns policy.
This page describes the rules, requirements and process for properly exercising the right of withdrawal.

Your right to cancel (14 days)

If you are a consumer in the EU, you have the right to cancel your purchase without giving any reason within 14 days. The cancellation period starts on the day on which:

• you receive the goods, or
• a third party designated by you (but not the shipping company) receives the goods.

If you have ordered multiple products in one order and they are delivered separately, the deadline begins when you receive the last item.

How to exercise your right of withdrawal

Within the cancellation period, you must clearly inform us of your decision to cancel the purchase. This can be done by contacting us at support@johnson-london.com

In your message you must state:

• Your full name
• Order number
• Which items you want to cancel

You can (but do not have to) use the EU standard form, which can be found at the bottom of this page. Once your request has been received, we will send you:

• The correct return address
• Clear instructions on returns
• Any additional information, depending on your country or the item

Important: Do not return items until you have received our instructions. This ensures that the item is sent to the correct logistics facility.

Return of the item

After you have notified us that you are exercising your right of withdrawal, the item must be returned:

• within 14 days,
• in new, unused, unwashed, undamaged condition,
• with original packaging,
• including all markings, accessories and protective seals.

You are responsible for any loss of value of the goods due to handling other than what is necessary to determine the nature and function of the goods.

Costs of return

Return shipping is the customer's responsibility unless the item is defective or misdelivered. We recommend a traceable shipping method, as you as the sender bear the risk of the item until it is received by our warehouse.

Refund

Once we have received and inspected your returned item, we will refund:

• the entire purchase amount
• including the original delivery cost (only applies when using the right of withdrawal)

The refund will be made to the same payment method used for the purchase and will be processed within 14 days after we have received the returned item.

Note : We do not refund return shipping unless the item is defective or misdelivered.

Exceptions to the right of withdrawal

The right of withdrawal does not apply to:

• Hygiene products when the seal is broken (e.g. underwear)
• Personalized or custom-made items
• Goods that cannot be separated after opening
• Digital content that is delivered immediately and where you have given explicit consent

If an item falls into these categories, it will not be eligible for a right of withdrawal.

Errors, damage or defective goods

If the item is defective or damaged, the right of complaint applies and this is handled via our standard Refund and Return Policy , which offers free replacement or full refund after assessment.

This is not the same as the right of withdrawal.

Contact information

Johnson London (operated by N.V.L. Online)

Address: Torenlaan 5B, Bussum  1402AT, The Netherlands

Phone: +31645175224

E-mail: support@johnson-london.com

CVR / Company Number: 96558210

VAT Number: NL867660223B01

Customer Service (CET):
Monday–Friday: 09:00–18:00
Saturday: 10:00–17:00

Standard withdrawal form (EU)

(You only need to fill out and send this if you wish to exercise your right of withdrawal.)

To: Johnson London
E-mail: support@johnson-london.com

I hereby declare that I wish to exercise my right of withdrawal in connection with the following purchase:

• Product(s): _______________________
• Order number: _____________________
• Ordered on: ________________________
• Received on: _____________________
• Name: _____________________________
• Address: __________________________
• Given: _____________________________