Refund policy
This Return and Refund Policy applies to qualifying purchases made through fahertybrandhx.shop.
We want customers to understand clearly how cancellations, statutory withdrawals, returns, refunds, damaged products, defective products, and incorrect deliveries are handled.
Nothing in this policy is intended to exclude, restrict, or replace mandatory consumer rights available under applicable German or European Union law.
German law generally provides consumers with a 14-day withdrawal period for qualifying distance contracts.
1. Statutory Right of Withdrawal
If you are a consumer and your purchase qualifies for the statutory right of withdrawal, you generally have 14 days to withdraw from the purchase without providing a reason.
For contracts involving the delivery of goods, the relevant withdrawal period generally begins according to the rules applicable to receipt of the goods.
To exercise your withdrawal right, you must communicate a clear decision to withdraw from the contract before the applicable withdrawal period expires.
You may contact us at:
Email: info@fahertybrandhx.shop
Where our website provides the legally required electronic withdrawal function, you may also exercise your withdrawal right through that function. German §356a BGB requires qualifying online interfaces to provide a clearly identifiable electronic withdrawal process and an electronic confirmation of receipt.
No reason is required for a valid statutory withdrawal.
2. Information to Include
To help us identify your purchase efficiently, your withdrawal or return request should include, where available:
- Your full name;
- Order number;
- Email address used to place the order;
- Product or products concerned; and
- A clear statement that you wish to withdraw from the contract or return the relevant products.
A failure to use any particular wording does not invalidate a statutory withdrawal where your intention to withdraw is otherwise clear and the legal requirements have been satisfied.
3. Returning Products After Withdrawal
After notifying us of a statutory withdrawal, products must be returned within the period required by applicable law.
Unless otherwise required by law or agreed by us, products should be appropriately packaged to reduce the risk of damage during return transportation.
Customers should retain proof of return shipment until the return and refund have been completed.
Do not send products to an address obtained from the shipping label on the original parcel unless our customer service team has confirmed that it is the correct return location.
For return instructions, contact:
4. Condition of Returned Products
Consumers may inspect products to the extent reasonably necessary to establish their nature, characteristics, and functioning.
If a product has been handled beyond what is reasonably necessary for that purpose and its value has consequently been reduced, applicable law may permit a deduction reflecting the diminished value.
Products should therefore be returned with all components and accessories reasonably associated with the product whenever possible.
5. Return Shipping Costs for Change-of-Mind Withdrawals
For ordinary change-of-mind returns made under the statutory withdrawal right, the customer is responsible for the direct cost of returning the goods, unless we have expressly agreed to bear those costs or applicable law requires otherwise.
We recommend using a traceable return service.
This provision does not affect circumstances where goods are defective, damaged, incorrectly supplied, or otherwise non-conforming and the seller is legally responsible for the relevant remedy.
6. Refunds Following a Valid Withdrawal
Where a valid statutory withdrawal applies, we will refund payments that must be reimbursed under applicable law.
Refunds will generally be made using the same payment method used for the original transaction unless another method is expressly agreed and legally permissible.
Where permitted by law, we may withhold reimbursement until we have received the returned goods or the customer has provided evidence of having sent them back, whichever occurs first.
Because standard shipping is free on all orders, no standard outbound shipping charge is normally collected for us to refund.
7. Refund Processing
After a return is received, it may be inspected to confirm the product and its condition.
Once a refund has been processed by us, additional processing time may be required by the customer's bank, card issuer, payment provider, or financial institution before the amount appears in the customer's account.
Such third-party processing time is outside our direct control.
8. Damaged Products
If a product arrives damaged, please contact us promptly at:
Please provide:
- Your order number;
- A description of the damage; and
- Clear photographs of the product and packaging where reasonably possible.
Photographs can help us investigate delivery damage and determine the appropriate solution.
Depending on the circumstances and applicable consumer rights, an appropriate remedy may include replacement, repair, refund, or another legally required solution.
9. Defective Products
If you believe that a product is defective or does not conform to the contract, contact:
Please explain the problem and provide the order number.
Statutory rights relating to defective or non-conforming goods exist separately from the ordinary 14-day change-of-mind withdrawal right. Nothing in this Return and Refund Policy limits those mandatory rights.
10. Incorrect Products
If you receive a product different from the product you ordered, contact us promptly at:
Please provide your order number and information identifying the item received.
Where we are responsible for supplying an incorrect product, we will handle the matter in accordance with applicable legal requirements.
11. Missing Products
If your parcel arrives but an item listed in your order is missing, please contact us.
Provide:
- Your order number;
- The missing item;
- The items actually received; and
- Any relevant photographs of the parcel where available.
We will review the fulfilment and shipment information and determine an appropriate resolution.
12. Exceptions to the Statutory Withdrawal Right
Applicable law provides certain exceptions to the withdrawal right.
Depending on the nature of the products concerned, exceptions can apply to categories such as:
- Goods made to the consumer's specifications or clearly personalised;
- Certain goods that are liable to deteriorate or expire rapidly;
- Certain sealed goods that are not suitable for return for health-protection or hygiene reasons after the seal has been removed;
- Certain sealed audio, video, or software products after unsealing; and
- Other products or transactions excluded by applicable law.
An exception will only be applied where legally applicable.
13. Sale and Promotional Products
A product being sold at a discount does not automatically remove statutory consumer rights.
Where a discounted or promotional product qualifies for a statutory withdrawal or legal remedy, those rights continue to apply.
14. Exchanges
We do not guarantee direct exchanges for every product.
Where a customer wishes to obtain a different size, colour, model, or variant, we may ask the customer to return the original qualifying product and place a separate new order.
This does not affect statutory rights.
15. Order Cancellation Before Dispatch
If you wish to cancel an order before shipment, contact:
We will attempt to process the request before fulfilment.
However, orders can move through processing quickly and cancellation before dispatch cannot always be guaranteed.
A failure to stop an order before shipment does not remove any statutory withdrawal right that subsequently applies.
16. Electronic Withdrawal Function
Where legally required, fahertybrandhx.shop must make an electronic withdrawal function available through the online interface.
The electronic function is separate from the customer's ability to send a clear withdrawal statement through other legally permitted methods.
Customers who use the electronic withdrawal function should receive confirmation through an appropriate durable electronic medium as required by law.
17. Abuse and Fraud
We reserve the right to investigate suspected fraudulent return activity, including manipulated return documentation, substitution of products, false claims that products were not received, or the return of products that were not purchased from fahertybrandhx.shop.
Nothing in this section permits us to refuse legitimate statutory consumer rights.
18. Contact
For withdrawal, return, refund, damaged-product, defective-product, or incorrect-order enquiries, contact:
fahertybrandhx.shop
Email: info@fahertybrandhx.shop
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