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1. Introduction
At Choglannthunis, we want you to be satisfied with your purchase. This Return Policy explains your rights regarding returns, refunds, and exchanges for products purchased through our website at https://choglannthunis.ddd.
This policy is designed to comply with EU consumer protection laws, including the Consumer Rights Directive (2011/83/EU) and German civil law (BGB).
2. EU Consumer Right of Withdrawal
2.1 Your Right to Cancel
If you are a consumer in the European Union, you have the right to withdraw from your purchase within 14 days without giving any reason. This withdrawal period expires 14 days after the day on which you or a third party indicated by you (other than the carrier) acquires physical possession of the goods.
2.2 How to Exercise Your Right of Withdrawal
To exercise your right of withdrawal, you must inform us of your decision to withdraw from the contract by a clear statement. You may use one of the following methods:
- Email: response@choglannthunis.world
- Mail: 50 Schildergasse, 50667 Cologne, Germany
You may use the following model withdrawal form, but it is not obligatory:
"I hereby give notice that I withdraw from my contract of sale of the following goods: [Product name/Order number], ordered on [Date] / received on [Date]. Consumer name and address. Date and signature (only if sent by post)."
To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
2.3 Effects of Withdrawal
If you withdraw from the contract, we will reimburse all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).
We will make the reimbursement without undue delay and no later than:
- 14 days after the day we receive the returned goods, or
- 14 days after you provide evidence of having sent back the goods, whichever is earlier
We will use the same payment method 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 the reimbursement.
2.4 Returning the Goods
You must send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal. The deadline is met if you send back the goods before the period of 14 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 the nature, characteristics, and functioning of the goods.
3. Exceptions to the Right of Withdrawal
The right of withdrawal does not apply to:
- Sealed goods which are not suitable for return due to health protection or hygiene reasons, if unsealed after delivery
- Goods that by their nature are mixed inseparably with other items after delivery
- Goods made to your specifications or clearly personalized
- Goods which are liable to deteriorate or expire rapidly
Important: For dietary supplements, if the product seal has been broken after delivery, we may not be able to accept a return for health and hygiene reasons, in accordance with EU consumer protection law.
4. Returns for Defective or Incorrect Products
4.1 Defective Products
If you receive a defective product, you are entitled to remedies under your statutory warranty rights. Under German law (BGB ยงยง 434-442), you may request:
- Repair or replacement of the defective product at no cost
- Price reduction if repair or replacement is not possible or fails
- Contract termination and full refund if the defect is significant
The statutory warranty period for consumers is 24 months from the date of delivery.
4.2 Incorrect Products
If you receive a product different from what you ordered, please contact us immediately. We will arrange for the correct product to be sent and cover the cost of returning the incorrect item.
5. Return Process
To return a product, please follow these steps:
- Contact Us: Email us at response@choglannthunis.world with your order number and reason for return
- Receive Instructions: We will provide you with return instructions and a return authorization
- Package the Product: Securely pack the product in its original packaging if possible
- Ship the Return: Send the package to the address provided in our return instructions
- Refund Processing: Once we receive and inspect the return, we will process your refund
6. Return Conditions
For a return to be accepted (outside of statutory rights for defective products):
- The return must be initiated within 14 days of receiving the product
- Products must be unused and in the same condition as received
- Products must be in their original, sealed packaging (if applicable)
- All tags and labels must be intact
- Proof of purchase must be provided
7. Refund Timeline
Refunds are typically processed as follows:
- Inspection: 1-3 business days after receiving the returned product
- Refund Initiation: Within 14 days of receiving the return or proof of shipment
- Bank Processing: 5-10 business days depending on your payment provider
You will receive an email confirmation when your refund has been processed.
8. Exchanges
If you wish to exchange a product for a different item, please follow the return process and place a new order for the desired product. We do not offer direct exchanges to ensure faster processing.
9. Return Shipping Costs
- Withdrawal within 14 days: You bear the cost of return shipping
- Defective or incorrect products: We cover all return shipping costs
We recommend using a trackable shipping method to ensure the safe return of your package.
10. Non-Returnable Items
The following items cannot be returned:
- Products with broken safety seals (for health and hygiene reasons)
- Products that have been opened or used
- Products returned after the 14-day withdrawal period (unless defective)
- Products purchased from unauthorized sellers
11. Damaged Shipments
If your order arrives damaged:
- Document the damage with photographs
- Contact us within 48 hours of delivery
- Keep all original packaging
- Do not use the damaged product
We will arrange for a replacement or refund at no additional cost to you.
12. Your Statutory Rights
This Return Policy does not affect your statutory rights as a consumer under applicable law. Nothing in this policy limits or excludes any rights you have under German law or EU consumer protection regulations.
13. Contact Us
If you have any questions about our Return Policy or need to initiate a return, please contact us:
- Email: response@choglannthunis.world
- Address: 50 Schildergasse, 50667 Cologne, Germany
Our customer service team is available to assist you with any return-related inquiries.