Refund policy

ARTICLE 5 - THE AGREEMENT

1. Subject to the provisions of paragraph 4, the agreement is concluded at the moment the consumer accepts the offer and meets the conditions attached to it.

1. If the consumer has accepted the offer by electronic means, the trader shall immediately confirm receipt of the acceptance of the offer by electronic means. As long as the trader has not confirmed receipt of this acceptance, the consumer may rescind the agreement.

1. If the agreement is concluded electronically, the trader shall take appropriate technical and organisational measures to secure the electronic transfer of data and shall ensure a secure web environment. If the consumer is able to pay electronically, the trader shall observe appropriate security measures for this purpose.

1. The trader may - within the limits of the law - inform himself as to whether the consumer is able to meet his payment obligations, as well as of all those facts and factors that are relevant to responsibly entering into the distance agreement. If, on the basis of this investigation, the trader has good grounds not to enter into the agreement, he is entitled to refuse an order or request, stating reasons, or to attach special conditions to its performance.

1. The trader shall send the consumer the following information together with the product or service, in writing or in such a way that the consumer can store it in an accessible manner on a durable medium:
   
   
   • the visiting address of the trader's establishment where the consumer can submit complaints;
   
   
   • the conditions under which and the manner in which the consumer can exercise the right of withdrawal, or a clear statement that the right of withdrawal is excluded;
   
   
   • the information about warranties and existing after-sales service;
   
   
   • the details included in article 4 paragraph 3 of these terms and conditions, unless the trader has already provided these details to the consumer before the performance of the agreement;
   
   
   • the requirements for terminating the agreement if the agreement has a duration of more than one year or is of indefinite duration.
   
   
   

1. In the case of an extended-duration transaction, the provision in the previous paragraph applies only to the first delivery.

1. Every agreement is entered into subject to the condition precedent of sufficient availability of the relevant products.

ARTICLE 6 - RIGHT OF WITHDRAWAL

For the delivery of products:

1. When purchasing products, the consumer has the option to rescind the agreement without giving reasons for a period of 14 days. This cooling-off period starts on the day after receipt of the product by the consumer or by a representative designated in advance by the consumer and made known to the trader.

1. During the cooling-off period, the consumer shall handle the product and its packaging with care. He shall only unpack or use the product to the extent necessary to assess whether he wishes to keep the product. If he exercises his right of withdrawal, he shall return the product to the trader with all delivered accessories and - if reasonably possible - in its original condition and packaging, in accordance with the reasonable and clear instructions provided by the trader.

1. If the consumer wishes to exercise his right of withdrawal, he is obliged to notify the trader of this within 14 days of receipt of the product. The consumer must give notice by means of the model form or by another means of communication such as email. After the consumer has given notice that he wishes to exercise his right of withdrawal, the customer must return the product within 14 days. The consumer must prove that the delivered goods were returned in time, for example by means of proof of shipment.

1. If, after expiry of the periods referred to in paragraphs 2 and 3, the customer has not given notice that he wishes to exercise his right of withdrawal or has not returned the product to the trader, the purchase is final.

For the delivery of services:

1. For the delivery of services, the consumer has the option to rescind the agreement without giving reasons for a period of at least 14 days, starting on the day the agreement is entered into.

1. In order to exercise his right of withdrawal, the consumer shall follow the reasonable and clear instructions provided by the trader with the offer and/or at the latest upon delivery.

ARTICLE 7 - COSTS IN THE EVENT OF WITHDRAWAL

1. If the consumer exercises his right of withdrawal, he shall bear at most the cost of returning the goods.

1. If the consumer has paid an amount, the trader shall refund this amount as soon as possible, but no later than 14 days after withdrawal. This is subject to the condition that the product has already been received back by the online retailer or that conclusive proof of complete return can be provided. Refunds will be made using the same payment method used by the consumer, unless the consumer expressly consents to a different payment method.

1. If the product is damaged due to careless handling by the consumer himself, the consumer is liable for any diminished value of the product.

1. The consumer cannot be held liable for any diminished value of the product if the trader has not provided all legally required information about the right of withdrawal; this must be done before the purchase agreement is concluded.

ARTICLE 8 - EXCLUSION OF THE RIGHT OF WITHDRAWAL

1. The trader may exclude the consumer's right of withdrawal for products as described in paragraphs 2 and 3. The exclusion of the right of withdrawal only applies if the trader has clearly stated this in the offer, or at least in good time before the agreement is concluded.

1. Exclusion of the right of withdrawal is only possible for products:
   
   
   • that have been made by the trader in accordance with the consumer's specifications;
   
   
   • that are clearly personal in nature;
   
   
   • that by their nature cannot be returned;
   
   
   • that can spoil or age quickly;
   
   
   • whose price is subject to fluctuations in the financial market over which the trader has no influence;
   
   
   • for individual newspapers and magazines;
   
   
   • for audio and video recordings and computer software whose seal has been broken by the consumer;
   
   
   • for hygiene products whose seal has been broken by the consumer.
   
   
   

1. Exclusion of the right of withdrawal is only possible for services:
   
   
   • concerning accommodation, transport, catering or leisure activities to be performed on a specific date or during a specific period;
   
   
   • whose delivery has begun with the express consent of the consumer before the cooling-off period has expired;
   
   
   • concerning betting and lotteries.