Return and Refund Policy

Thank you for choosing our products. To help you better understand the procedures for order cancellation, product returns, refunds, and after-sales issues, we have established the following service policy.

This policy applies to products purchased through this website. Please note that this policy does not restrict any mandatory statutory rights that consumers are entitled to under applicable law. If there is any inconsistency between this policy and applicable law, the mandatory rights granted to consumers by law shall prevail.

1. Consumer Right of Withdrawal

For consumers in the European Union who are entitled to the relevant statutory rights, you generally have the right to withdraw from the purchase within 14 calendar days after receiving the goods, without having to provide a reason.

For product orders, the withdrawal period generally begins on the day the consumer, or a third party designated by the consumer, physically receives the goods.

If you wish to exercise your right of withdrawal, please contact us within the applicable period at:

Customer Service Email:
📧 dominiquepollreisz@gmail.com

To help us identify your order quickly, please include your order number, product name, and a brief explanation of your request to cancel or return the order.

2. Product Return Requirements

When exercising the statutory right of withdrawal, consumers may inspect the goods to the extent necessary to determine their nature, characteristics, and functionality.

To avoid unnecessary issues during the return process, we recommend that you:

• Keep the original packaging whenever possible;

• Return the product together with the instructions, accessories, and other included items;

• Pack the product properly to prevent further damage during transportation;

• Keep the shipping tracking number and proof of shipment until the after-sales process has been completed.

If the consumer handles or uses the product beyond what is reasonably necessary to inspect its nature, characteristics, and functionality, and this results in a reduction in the product's value, the consumer may be liable for the resulting loss in value to the extent permitted by applicable law.

For return requests that do not fall within the statutory right of withdrawal, we will review the request based on the individual order circumstances and applicable law.

3. Return Shipping Costs

If a consumer exercises the statutory right of withdrawal, the costs of returning the goods will be handled in accordance with applicable law and the information provided to the consumer during the purchase process.

Return shipping costs may be borne by us in the following circumstances:

• We have expressly agreed in advance to cover the return shipping costs;

• The law requires us to inform the consumer in advance about return shipping costs and we failed to provide such information;

• Applicable law expressly requires the seller to bear the relevant shipping costs;

• The wrong product was delivered, the product has a quality defect, or the reason for the return falls within our responsibility.

If the product you received has a quality issue or does not correspond to your order, please contact us by email before sending the product back:

📧 dominiquepollreisz@gmail.com

We will provide you with appropriate return instructions based on the specific circumstances.

4. Product Quality Issues and Order Problems

Please contact us promptly if you encounter any of the following situations:

• The product was damaged during transportation;

• The product has an obvious quality defect;

• The product received does not match the product ordered;

• The product materially differs from what was agreed upon at the time of purchase.

After-Sales Email:
📧 dominiquepollreisz@gmail.com

To help us assess the issue accurately, please provide the following information whenever possible:

• Order number;

• Recipient's name;

• Product name;

• Detailed description of the issue;

• Photos or videos of the product or problem;

• Valid contact information.

After receiving your information, we will review the matter based on the order records, condition of the product, and applicable law.

Depending on the circumstances, possible after-sales solutions may include:

• Refund;

• Product replacement;

• Product repair;

• Reasonable price adjustment;

• Other appropriate solutions.

Consumers' statutory warranty rights and other mandatory rights under applicable law will not be affected by this policy.

5. Refund Rules and Processing Time

Once your return, refund, or withdrawal request meets the applicable requirements, we will process the refund in accordance with applicable law and the circumstances of the order.

For orders where the statutory right of withdrawal is exercised, the refund will generally include the amount paid for the goods and, where required by law, the applicable standard delivery costs.

To the extent permitted by law, we may withhold the refund until we have received the returned goods or received valid proof that the consumer has sent the goods back, whichever occurs earlier as required by applicable law.

Refunds will generally be made using the same payment method used by the consumer for the original purchase. Unless otherwise agreed between the parties or required by law, we will not unnecessarily change the refund method.

Please note that after a refund has been processed, the actual time for the funds to appear in your account may depend on the processing speed of your bank, card issuer, payment platform, or other financial institution.

If you believe that the refund has been delayed significantly beyond a reasonable period, please contact us at:

📧 dominiquepollreisz@gmail.com

6. Return and After-Sales Process

Step 1: Submit a Request

If you need to request a return, refund, exchange, order withdrawal, or other after-sales service, please contact us first by email:

📧 dominiquepollreisz@gmail.com

We recommend including the following information in your email:

• Order number;

• Product name;

• The type of after-sales service you require;

• Details of the issue and relevant circumstances.

Step 2: Order Review

After receiving your request, we will verify the order and product information based on the details you provide.

If we confirm that the product needs to be returned, we will provide you with the appropriate return address and instructions by email.

Please do not send the product to any address on your own before receiving our return instructions.

Step 3: Return the Product

Once the return has been confirmed, please send the product to the address and in accordance with the requirements provided by our customer service team.

We recommend using a shipping service that provides tracking and keeping the following information:

• Shipping tracking number;

• Shipping tracking records;

• Proof of shipment.

Please retain this information until the entire after-sales process has been completed.

Step 4: Completion of After-Sales Processing

After we receive the returned product, or valid proof that the product has been shipped back, we will continue processing your request based on the order details and applicable law.

Depending on the circumstances, we may provide one or more of the following solutions:

• Refund;

• Product replacement;

• Product repair;

• Reasonable price reduction;

• Other appropriate solutions.

The final result will be communicated to you using the contact information you provided.

7. Order Cancellation

If you wish to cancel an order that has already been submitted, please contact us as soon as possible:

📧 dominiquepollreisz@gmail.com

If the order has not yet entered the warehousing, shipping, or delivery process, we will assist you with cancellation within a reasonable scope based on the current status of the order.

If the order has already been shipped, it generally cannot be cancelled directly. In such cases, if you have a statutory right of withdrawal, you may request a return and refund after receiving the product in accordance with applicable law.

Because orders may enter the processing and logistics stages shortly after being placed, we recommend contacting us as soon as possible if you wish to cancel an order.

8. Cash on Delivery Orders

If Cash on Delivery (COD) is available in a particular region or for a specific order, whether this payment method can be used shall be determined by the information displayed at checkout and in the order confirmation.

For Cash on Delivery orders, consumers are generally required to pay the amount shown in the order to the delivery personnel when the goods are delivered.

To ensure successful delivery, please make sure that the following information is accurate:

• Delivery address;

• Recipient's name;

• Contact telephone number.

If a Cash on Delivery order qualifies for a refund, we will confirm an appropriate refund method with the consumer based on the circumstances of the order and process the refund in accordance with applicable law.

9. Special Products and Exceptions to the Right of Withdrawal

Under applicable law, not all products or transactions are subject to the statutory right of withdrawal.

In cases provided for by law, certain products may be excluded from the right of withdrawal, including:

• Products that are customized or specially manufactured according to the consumer's specifications;

• Certain sealed products that are not suitable for return for reasons of hygiene or health once the seal has been opened;

• Other exceptions to the right of withdrawal provided by applicable law.

If a product legally falls within an exception to the right of withdrawal, we will provide the consumer with the relevant information where required by law.

Nothing in this policy is intended to exclude, restrict, or diminish any mandatory rights that consumers are entitled to under applicable law.

10. Important Notes Before Requesting After-Sales Service

To ensure that your after-sales request can be handled smoothly, we recommend that you:

• Contact customer service before returning the product;

• Provide the correct order number;

• Describe the issue as completely as possible;

• Keep shipping tracking information and proof of shipment;

• Properly package and protect the product when returning it;

• Keep the original packaging, labels, and accessories whenever possible;

• Provide clear photos or videos when the product is damaged or has a quality issue;

• Contact us promptly after receiving an incorrect product;

• Submit your request within the applicable statutory period;

• Do not send the product to any other address without confirmation from customer service.

11. Contact Us

If you have any questions regarding:

• Order information;

• Product returns;

• Refund requests;

• Product exchanges;

• Order cancellations;

• Product quality;

• After-sales service;

please contact our customer service team at:

Customer Support

📧 dominiquepollreisz@gmail.com

To help us locate your order more quickly, please include your order number and briefly describe the issue you need assistance with.

After receiving your request, we will review the order and relevant circumstances and provide you with the result by email.

Thank you for your understanding and support.