I think it would be iffy in Kiesels case. Custom made to order items are not subject to the same returns policy. However, I see Kiesel has a number of "in stock" items that are Non returnable, since these aren't actually made to someones order then the return policy should apply (though I'm not a lawyer) given that it was spec'd with no customer at the time of building ergo it is not a "made to order" product. But it does apply to custom made items that are faulty (warranties would also come in to play here). If it's faulty a customer can claim for a return/refund and depending on the specifics the seller should pay for the shipping. Add to this that it generally improves transparency and respect in a brand/store/company to still offer a return/refund policy out with the usual standard EU law. Simple customer service to not only comply to the sales law but go the extra mile.