Withdrawal & returns

When withdrawal rights apply

Where a statutory right of withdrawal applies, the period is generally 14 days from receipt of the goods, or the last goods of an order delivered separately. An unequivocal declaration is sufficient. No reason or prior approval is required. Use of a model form is optional.

See section 355 BGB and section 356 BGB. The contracting party’s complete contact details must be provided in the legal notice.

Personal designs and offered standard sizes

Making an item to order or choosing an offered standard size does not automatically remove the right of withdrawal. The exception under section 312g(2)(1) BGB may apply to non-prefabricated goods genuinely made to your individual specifications or clearly personalised, for example a print made from your own photo. The particular finish matters. Your statutory rights concerning defects remain unaffected.

See section 312g BGB.

Declaration, return and refund

• Clearly identify the contract or goods you wish to withdraw from. Include your name and order so the declaration can be associated correctly.
• Generally return the goods within 14 days of your declaration unless collection is offered. Dispatch within that period is sufficient.
• Following valid withdrawal, refunds are generally due within 14 days of receiving the declaration and include the least expensive standard outbound delivery.
• Unless collection was offered, repayment may be withheld until the goods or proof of dispatch are received.
• You bear direct return costs only where properly informed before the contract and where the seller has not agreed to bear them. Costs of an entitled faulty-goods remedy are separate.

See section 357 BGB. Clarifying the return address can be helpful; it is not prior-approval permission for your statutory withdrawal right.

Damaged, faulty or incorrect goods

Your statutory rights concerning defects also apply to personalised products. Describe the problem and keep any photos available. Photos and original packaging are not conditions of your rights. The seller bears necessary costs of an entitled statutory remedy.

See section 437 BGB and section 439 BGB.

An optional declaration outline

You can send your own unequivocal declaration. If helpful, include:

• Name and a contact method
• Order number and goods concerned
• “I hereby withdraw from the contract for the purchase of the following goods …”
• Ordered on / received on
• Date of the declaration

This outline does not replace complete statutory withdrawal instructions with a confirmed recipient. New orders are not currently accepted on this website.

An enquiry about your order

Use Contact with the order number and a brief description. The contact form is not a separate statutory electronic withdrawal function and does not require a reason for exercising a statutory right.