Right of withdrawal, returns and exchanges

Withdrawal policy

Right of withdrawal

You have the right to withdraw from this contract within fourteen days without giving any reason. The withdrawal period is fourteen days from the day on which you, or a third party other than the carrier indicated by you, take possession of the goods. Where several goods ordered in one order are delivered separately, the period starts when the last item is received.

To exercise your right of withdrawal you must inform us

by means of a clear statement (for example a letter sent by post or an email) of your decision to withdraw from this contract. You may use the model withdrawal form below, though it is not obligatory.

To meet the withdrawal deadline it is sufficient for you to send your communication concerning the exercise of the right of withdrawal before the withdrawal period has expired.

Effects of withdrawal

If you withdraw from this contract, we shall reimburse all payments received from you, including delivery costs (with the exception of supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than fourteen days from the day on which we are informed about your decision to withdraw. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.

We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

You shall send back the goods without undue delay and in any event not later than fourteen days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of fourteen days has expired. You will bear the direct cost of returning the goods.

You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish their nature, characteristics and functioning.

Exclusions

Under § 312g(2) of the German Civil Code, the right of withdrawal does not apply to contracts for the supply of:

• goods liable to deteriorate or expire rapidly (for example fresh food);
• sealed goods which are not suitable for return for reasons of health protection or hygiene, if the seal was removed after delivery (for example opened food, cosmetics and hygiene items);
• goods which, after delivery and by their nature, are inseparably mixed with other items.

Returns and exchanges

• Please announce a return by email or WhatsApp beforehand so we can match the parcel to your order.
• Return the goods complete, in their original packaging where possible, and with sufficient postage. We cannot accept unpaid parcels.
• An exchange is not a statutory entitlement, but we will try to find a workable solution — just ask.
• If goods arrive damaged or incorrect, contact us with a photo of the item and your order number — we will replace the item or refund the amount.

Model withdrawal form