Refund policy

1. Scope

This Cancellation, Return and Refund Policy applies to purchases made by consumers through baublebary.shop.

A consumer is a natural person who enters into a transaction for purposes that are predominantly outside their trade, business or profession.

Nothing in this policy restricts any mandatory rights available to consumers under German or European Union law.

2. Statutory right of withdrawal

Consumers generally have the right to withdraw from an online purchase within 14 days without giving a reason.

The withdrawal period is 14 days.

For a contract involving the delivery of one item, the withdrawal period begins on the day when the consumer, or a third party designated by the consumer other than the carrier, takes physical possession of the item.

For a single order containing multiple items delivered separately, the withdrawal period begins on the day when the consumer, or a third party designated by the consumer other than the carrier, takes physical possession of the last item.

For goods delivered in multiple lots or pieces, the withdrawal period begins when the consumer, or a third party designated by the consumer other than the carrier, takes physical possession of the final lot or piece.

3. How to exercise the right of withdrawal

To exercise the right of withdrawal, the consumer must inform baublebary.shop of the decision to withdraw through a clear and unambiguous statement.

The withdrawal notice can be sent to:

Email: info@baublebary.shop

The customer should include:

• The order number;
• The customer’s full name;
• The email address used for the order;
• A description of the goods concerned;
• The date on which the goods were ordered;
• The date on which the goods were received;
• A clear statement that the customer wishes to withdraw from the purchase.

The customer does not need to give a reason for withdrawing.

To meet the withdrawal deadline, it is sufficient for the customer to send the withdrawal notice before the 14-day withdrawal period expires.

Customers may use the model withdrawal form included below, but using the form is not mandatory.

4. Electronic withdrawal function

Where an electronic withdrawal function is available on baublebary.shop, customers may use that function to submit their withdrawal request.

After receiving an electronic withdrawal request, baublebary.shop will provide confirmation of receipt without undue delay on a durable medium, such as email.

The electronic withdrawal option does not prevent a customer from exercising the right of withdrawal by sending an unambiguous statement to info@baublebary.shop.

5. Consequences of withdrawal

If a customer validly withdraws from the contract, baublebary.shop will reimburse the payments received from the customer in connection with the withdrawn purchase.

The reimbursement includes the cost of the least expensive standard delivery method offered for the order. Because baublebary.shop provides free standard shipping, there will normally be no outbound standard shipping charge to reimburse.

If a customer voluntarily selected a more expensive delivery method than the least expensive standard delivery method offered, baublebary.shop is not required to reimburse the additional delivery cost.

Reimbursement will be made without undue delay and no later than 14 days after the date on which baublebary.shop receives the customer’s withdrawal notice.

For contracts involving physical goods, baublebary.shop may withhold reimbursement until:

• The returned goods have been received; or
• The customer provides evidence that the goods were sent back,

whichever occurs first.

6. Refund method

Refunds will be issued using the same payment method used for the original transaction unless the customer expressly agrees to a different method.

The customer will not be charged a refund fee by baublebary.shop.

After baublebary.shop issues a refund, a bank, card issuer or payment provider may require additional time to process and display the refunded amount. Such external processing times are outside the direct control of baublebary.shop.

7. Returning withdrawn goods

After notifying baublebary.shop of the withdrawal, the customer must return the goods without undue delay and no later than 14 days after sending the withdrawal notice.

Before sending the goods, the customer must contact:

info@baublebary.shop

Return instructions will be provided by email.

Goods must not be sent to the address appearing on the original shipping parcel unless baublebary.shop expressly confirms that the address is authorised to receive returns.

Sending goods to an unauthorised address may cause delays or prevent the return from being identified.

8. Return shipping costs

Unless baublebary.shop agrees otherwise, the customer bears the direct cost of returning goods following a change of mind or exercise of the statutory right of withdrawal.

If goods are defective, damaged, incomplete, incorrectly supplied or otherwise not in conformity with the contract, the reasonable cost of an authorised return will be borne by baublebary.shop where required by applicable law.

Returns sent without prior contact, using an unnecessarily expensive delivery method or using cash-on-delivery services may not be reimbursed beyond the amount legally required.

Customers are strongly encouraged to:

• Use a trackable shipping service;
• Retain the shipping receipt;
• Retain the tracking number;
• Package the goods securely;
• Keep photographs of the goods and package before dispatch.

9. Condition of returned goods

The customer may inspect goods to determine their nature, characteristics and functioning in the same way that would reasonably be permitted in a physical retail store.

The customer may be responsible for a reduction in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

Possible examples of excessive handling include:

• Wearing or using an item for longer than reasonably necessary to inspect it;
• Damaging, altering or modifying the item;
• Washing or cleaning the item;
• Removing protective elements where removal is unnecessary for inspection;
• Exposing the item to perfume, smoke, cosmetics, chemicals or other contaminants;
• Returning the item with missing components or accessories;
• Damaging the original product packaging where opening it in that manner was unnecessary.

A damaged outer shipping box alone does not automatically result in a deduction.

Any deduction must reflect the actual reduction in the value of the goods and will be made only where permitted by applicable law.

10. Original packaging

Where reasonably possible, goods should be returned with their original packaging, labels, accessories, manuals, certificates and included items.

The absence of original packaging does not automatically remove the statutory right of withdrawal. However, the customer may be responsible for an actual reduction in value if unnecessary damage or loss reduces the value of the returned goods.

11. Exceptions to the statutory right of withdrawal

The statutory right of withdrawal may not apply to contracts for:

• Goods made to the consumer’s specifications;
• Goods that are clearly personalised;
• Goods that are liable to deteriorate or expire rapidly;
• Sealed goods unsuitable for return for health-protection or hygiene reasons where the seal has been removed after delivery;
• Goods that, after delivery, have become inseparably mixed with other items due to their nature;
• Sealed audio recordings, video recordings or computer software after the seal has been removed;
• Newspapers, periodicals or magazines, except subscription contracts;
• Digital content not supplied on a physical medium where performance has begun after the consumer gave the legally required express consent and acknowledgment;
• Services fully performed before the end of the withdrawal period where all legally required consent and acknowledgment conditions were satisfied.

An item is not excluded from withdrawal merely because it falls within a particular product category. A statutory exception applies only where all applicable legal requirements for that exception are satisfied.

12. Damaged goods

Customers should inspect goods as soon as reasonably possible after delivery.

If goods arrive damaged, the customer should contact info@baublebary.shop and provide:

• The order number;
• A clear description of the damage;
• Photographs of the complete item;
• Close-up photographs of the damaged area;
• Photographs of the outer packaging;
• Photographs of the shipping label;
• Video evidence where reasonably necessary.

Customers should keep the goods and all packaging until the matter has been reviewed.

Failure to report damage immediately does not remove mandatory statutory rights. Prompt reporting may, however, make it easier to investigate the cause of the damage with the carrier.

13. Incorrect, incomplete or defective orders

If an order contains an incorrect item, a missing item or a defective item, the customer should contact info@baublebary.shop.

Depending on the circumstances and applicable law, a remedy may include:

• Repair;
• Replacement;
• Delivery of a missing item;
• A proportionate price reduction;
• Cancellation of the affected purchase;
• A partial refund;
• A full refund.

The appropriate remedy will be determined according to applicable statutory rights and the nature of the issue.

14. Statutory conformity rights

The statutory rights of customers concerning defective or non-conforming goods remain fully applicable.

The statutory right to remedies for defective goods is separate from the 14-day right of withdrawal.

A customer does not need to rely on the 14-day withdrawal right where the goods are defective or fail to conform to the contract.

This policy does not exclude or restrict any statutory right to repair, replacement, price reduction, termination, reimbursement or damages.

15. Exchanges

An exchange is not automatically guaranteed.

Customers wishing to obtain a different product, size, colour or variation should contact info@baublebary.shop.

Depending on product availability and order circumstances, baublebary.shop may:

• Arrange an exchange;
• Ask the customer to return the original item and place a new order;
• Provide another legally appropriate solution.

Statutory rights remain unaffected.

16. Order cancellation before dispatch

Customers may request cancellation before an order is dispatched by contacting info@baublebary.shop.

baublebary.shop will attempt to process the request, but cancellation cannot be guaranteed once payment processing, fulfilment, packing or dispatch has begun.

If cancellation before dispatch is no longer possible, the customer may exercise the statutory right of withdrawal after delivery, subject to the applicable legal conditions.

17. Refused or uncollected parcels

Refusing delivery or failing to collect a parcel does not necessarily constitute a valid withdrawal notice.

Customers who wish to withdraw should send a clear withdrawal statement to info@baublebary.shop.

If a parcel is returned because it was refused, not collected or could not be delivered, baublebary.shop will review the order after receiving the returned parcel.

Any deduction for actual additional costs will be made only where legally permissible and will not restrict mandatory consumer rights.

18. Promotional items and gifts

Where a free item or promotional gift was supplied as part of a purchase, it should also be returned if the entire qualifying purchase is withdrawn.

If only part of an order is returned and the remaining order no longer satisfies the conditions of a promotion, the refund may be recalculated according to the disclosed promotion terms, to the extent permitted by law.

19. Discount codes

Refunds are based on the amount actually paid for the returned goods.

Discount codes have no cash value and will not ordinarily be converted into cash.

Where a discount was allocated across multiple products, the refund will reflect the proportion of the purchase price attributed to the returned product.