Refund policy

This Return and Refund Policy applies to eligible purchases made through couturecandyx.shop.

This Policy is intended to explain our procedures for statutory withdrawals, returns, defective or incorrect goods, refunds, order cancellations and related matters for customers purchasing from Germany.

Nothing in this Policy excludes, limits or replaces any mandatory consumer right available under German or European Union law.

14-Day Statutory Right of Withdrawal

Where the statutory right of withdrawal applies, a consumer may withdraw from an eligible distance contract without giving a reason within 14 days.

For a contract involving the purchase of goods, the withdrawal period generally begins when the consumer, or a third party designated by the consumer other than the carrier, obtains physical possession of the goods.

Where multiple goods ordered in a single order are delivered separately, the applicable statutory period may begin when the final relevant goods are received, in accordance with applicable law.

How to Exercise the Right of Withdrawal

To exercise the statutory right of withdrawal, the customer must communicate an unequivocal statement indicating the decision to withdraw from the contract.

Customers may contact us at:

info@couturecandyx.shop

Where required under applicable EU law, couturecandyx.shop must also maintain a clearly identifiable electronic withdrawal function through which eligible consumers can electronically exercise their withdrawal right.

The customer's withdrawal does not need to state a reason.

It is sufficient for the withdrawal communication to be sent before the applicable withdrawal period expires.

Customers should provide information reasonably sufficient to identify the order, such as the name used for the order, order number, email address and products concerned.

Electronic Withdrawal Function

For eligible online contracts subject to the electronic withdrawal-function requirement, customers may use the withdrawal functionality made available through couturecandyx.shop.

The electronic process is intended to allow the customer to identify the relevant contract or order, confirm the decision to withdraw and submit the withdrawal electronically.

Where required, confirmation of an electronically submitted withdrawal request will be provided on a durable medium, such as email.

The availability of an electronic withdrawal method does not prevent customers from exercising a statutory withdrawal right through another legally valid unequivocal statement.

Return of Goods Following Withdrawal

Following a valid withdrawal, the customer must return or hand over the relevant goods without undue delay and, in any event, within the statutory period required by applicable law.

Customers must follow the return instructions supplied by our customer-service team so that returned goods can be correctly identified and processed.

Unless we agree otherwise, customers should not send returns to an address obtained independently from product packaging, carrier documentation or third-party websites because such locations may not be authorized to process customer returns.

Customers should contact info@couturecandyx.shop before returning goods to obtain the applicable return instructions.

Return Shipping Costs

For a statutory withdrawal based on a customer's change of mind, the customer is responsible for the direct cost of returning the goods, except where applicable law requires us to bear those costs or where couturecandyx.shop expressly agrees to pay them.

Where goods are defective, damaged on arrival, incorrect or otherwise non-conforming and the customer has a statutory remedy requiring us to bear reasonable return costs, we will handle the matter in accordance with applicable law.

Condition of Returned Products

Consumers may inspect goods to the extent reasonably necessary to establish their nature, characteristics and functioning.

The statutory withdrawal right is not automatically lost merely because a customer has opened packaging or reasonably inspected an eligible product.

However, a consumer may be responsible for diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods, where the requirements for such liability are satisfied.

Customers are encouraged to return products with relevant accessories and components and to package goods appropriately to reduce the risk of damage during return transportation.

Refunds Following a Valid Withdrawal

Where a consumer validly withdraws from an eligible contract, we will reimburse payments that must be reimbursed under applicable law.

This normally includes the purchase price and, where relevant, the cost corresponding to the least expensive standard delivery method offered by us.

Because couturecandyx.shop offers free standard shipping, no standard outbound shipping charge is normally collected from the customer for standard delivery.

If a customer voluntarily chooses a more expensive delivery method where such an option is offered, any additional amount beyond the cost of our least expensive standard delivery method may not be refundable to the extent permitted by law.

Refund Timing

Refunds following a statutory withdrawal will be processed without undue delay and within the time limits prescribed by applicable law.

For sales of goods, we may be entitled to withhold reimbursement until we have received the returned goods or the customer has provided evidence that the goods have been sent back, whichever occurs first, unless applicable law requires otherwise.

Refund Method

Unless expressly agreed otherwise in a manner permitted by law, refunds will be made using the same payment method used for the original transaction.

Customers will not be charged a refund fee merely because a statutory refund is issued using the required payment method.

The time required for a refund to appear in a customer's account after processing may depend on the customer's bank, card issuer or payment provider.

Exceptions to the Statutory Right of Withdrawal

The statutory withdrawal right may not apply to certain contracts where an exception under applicable law exists.

Examples may include goods made to the consumer's specifications or clearly personalized, goods liable to deteriorate or expire rapidly, or certain sealed goods that are not suitable for return for health-protection or hygiene reasons after their seal has been removed.

An exception will only be relied upon where the legal requirements for that exception are satisfied.

A product being described by a retailer as "sale," "clearance" or "final sale" does not by itself remove mandatory statutory consumer rights.

Customized or Personalized Products

Where a product has been manufactured according to a customer's individual specifications or clearly personalized for that customer, the statutory withdrawal right may be excluded where the applicable legal conditions are satisfied.

This exclusion does not remove statutory remedies where personalized goods are defective, damaged, incorrect or otherwise fail to conform to the contract.

Damaged Products

If a product arrives damaged, customers should contact us as soon as reasonably possible at:

info@couturecandyx.shop

Customers should provide their order details and, where reasonably requested, photographs or other information showing the reported damage.

We will assess the issue and provide the remedy required by applicable law.

Defective or Non-Conforming Goods

The statutory right of withdrawal is separate from a customer's legal rights regarding defective or non-conforming goods.

Where goods do not conform to the sales contract, the customer may have statutory remedies under German law regardless of whether the ordinary 14-day withdrawal period has expired.

Nothing in this Policy is intended to restrict those statutory rights.

Incorrect Products

If the customer receives a product that materially differs from the product ordered, the customer should contact:

info@couturecandyx.shop

We will review the order and determine the appropriate remedy in accordance with applicable law.

Missing Items

Customers who believe that one or more items are missing from a delivered shipment should contact us promptly.

Where an order is delivered in multiple packages, a missing item may still be in transit.

We will review available fulfilment and tracking information before determining the appropriate resolution.

Exchanges

Where an exchange service is available, customers may contact us to ask whether an exchange can be arranged.

An exchange procedure is separate from and does not restrict any statutory withdrawal or defect rights.

Availability of replacement sizes, colours or products cannot be guaranteed.

Order Cancellations Before Dispatch

Customers may contact us as soon as possible if they wish to cancel an order before dispatch.

We will make reasonable efforts to process the request.

However, an order may enter fulfilment quickly and cancellation before shipment cannot always be guaranteed.

Failure to cancel an order before dispatch does not remove any statutory right of withdrawal that subsequently applies.

Refused Deliveries

Refusing a delivery does not necessarily constitute a legally sufficient withdrawal statement.

Customers intending to exercise a statutory withdrawal right should communicate their decision clearly to us through the available withdrawal method.

Additional costs caused by an unjustified refusal may be handled in accordance with applicable law.

Return Packages Lost in Transit

Customers responsible for arranging return transportation are encouraged to retain proof of dispatch.

Where applicable, proof that the goods were returned may be relevant to the timing of reimbursement.

Unauthorized Returns

Customers should contact us before returning merchandise.

A return sent to an unauthorized address may be delayed, rejected by the recipient or become difficult to identify.

Contacting us first helps ensure that the return is routed correctly.

Promotional Purchases

Promotional prices, discount codes or special offers do not remove statutory consumer rights.

If a refund is due for a discounted product, the refundable purchase price will normally be based on the amount actually paid for that product, subject to applicable law.

Fraud and Abuse

We may take reasonable measures to prevent fraudulent refund claims, return abuse and unauthorized payment activity.

Such measures will not be used to deny legitimate statutory rights.

Chargebacks

Customers are encouraged to contact us first where there is a problem with an order.

Nothing in this Policy prevents a customer from exercising rights available through a payment provider or under applicable law.

Contact

For cancellations, withdrawals, returns, refunds, damaged goods or other order-related questions:

couturecandyx.shop
Email: info@couturecandyx.shop