Refund policy

If you notice an issue with a product only after delivery, our customer service team is here to help.

 

Otherwise, the provisions of the German Civil Code (BGB); § 312g Right of Withdrawal apply:

 

  • 312g Right of Withdrawal:
  1. The consumer has the right of withdrawal under § 355 for contracts concluded outside of business premises and for distance contracts.
  2. The right of withdrawal does not apply, unless otherwise agreed by the parties, to the following contracts:
  3. Contracts for the delivery of goods that are not prefabricated and for which an individual choice or determination by the consumer is decisive, or which are clearly tailored to the personal needs of the consumer.
  4. Contracts for the delivery of goods that can spoil quickly or whose expiration date would be quickly exceeded.
  5. Contracts for the delivery of sealed goods that are not suitable for return due to health protection or hygiene reasons, if their seal has been removed after delivery.
  6. Contracts for the delivery of goods which, after delivery, are inseparably mixed with other items due to their nature.
  7. Contracts for the delivery of alcoholic beverages, the price of which was agreed upon at the time of conclusion of the contract but which can be delivered no earlier than 30 days after the conclusion of the contract, and whose current value depends on market fluctuations over which the entrepreneur has no influence.
  8. Contracts for the delivery of audio or video recordings or computer software in a sealed package, if the seal has been removed after delivery.
  9. Contracts for the delivery of newspapers, magazines, or illustrated periodicals, except for subscription contracts.
  10. Contracts for the delivery of goods or services, including financial services, whose price depends on fluctuations in the financial market over which the entrepreneur has no influence and which may occur within the withdrawal period, particularly services related to shares, units in open-ended investment funds as defined in § 1 (4) of the Investment Code, and other marketable securities, currencies, derivatives, or money market instruments.
  11. Contracts for the provision of services in the areas of accommodation for purposes other than residential purposes, transport of goods, car rental, delivery of food and beverages, or other services related to leisure activities, if the contract specifies a specific date or period for their provision.
  12. Contracts concluded in a form of marketing in which the entrepreneur offers goods or services to consumers who are personally present, or who are given the opportunity to be personally present, in a transparent process based on competing bids conducted by the auctioneer, whereby the bidder who is awarded the contract is obliged to purchase the goods or services (public auction).
  13. Contracts in which the consumer has expressly requested the entrepreneur to visit them to carry out urgent repair or maintenance work; this does not apply to additional services provided during the visit that the consumer has not expressly requested, or to delivered goods that are not necessarily required as replacement parts during maintenance or repair.
  14. Contracts for the provision of betting and lottery services, unless the consumer submitted their contract declaration by telephone or the contract was concluded outside business premises.
  15. Notarized contracts; this applies to distance contracts for financial services only if the notary confirms that the consumer’s rights under § 312d (2) are preserved.

 

  1. Furthermore, the right of withdrawal does not apply to contracts for which the consumer already has a right of withdrawal under §§ 495, 506 to 513 based on § 355, and to contracts concluded outside of business premises where the consumer already has a right of withdrawal under § 305 (1 to 6) of the Investment Code.