return policy
Simple and transparent – your return options with us
We attach great importance to your satisfaction. If a product does not meet your expectations, you can return it under the conditions described below.
1. Statutory right of withdrawal (§ 355 BGB)
Consumers within the meaning of Section 13 of the German Civil Code (BGB) have the right to withdraw from the contract within 14 days without giving any reason. The withdrawal period is 14 days from the day:
- on which you or a third party designated by you (who is not the carrier) received the goods, or
- in case of partial delivery: from the day on which you received the last goods.
The statutory right of cancellation is described in detail in our cancellation policy . Please note that the right of cancellation is excluded for some types of items (Section 312g Paragraph 2 of the German Civil Code).
2. Return conditions
Exceptions to return:
Returns are excluded in the following cases:
- Products made according to customer specifications (e.g. personalized products).
- Products which are not suitable for return for reasons of health protection or hygiene and whose seal has been removed after delivery.
- Perishable goods or products with a short expiration date.
Legal basis:
These exceptions correspond to Section 312g Paragraph 2 of the German Civil Code (BGB).
3. Return process
To initiate a return, please follow these steps:
- Contact our customer service at [info@raffine-shop.com] and tell us the order number and the reason for the return.
- You will receive return instructions from us.
- Please pack the goods carefully to avoid transport damage and send them to the following address:
[Return address on request at: support@raffine-shop.com]
Deadline for return:
After declaring your cancellation, you are obliged to return the goods to us within 14 days (Section 357 Paragraph 1 of the German Civil Code).
Please keep the receipt until we have confirmed receipt of the return.
4. Return costs
You will bear the costs of returning the goods unless:
- the delivered goods do not correspond to the order (e.g. wrong product), or
- This is a defect that already existed upon delivery.
Please note that we do not accept returns without postage paid. These will be sent back automatically. Any additional costs incurred will be invoiced to the sender (Section 241 Paragraph 2 of the German Civil Code).
Legal basis:
According to Section 357 Paragraph 6 of the German Civil Code (BGB), the consumer shall bear the direct return costs, unless otherwise agreed.
5. Refund of the purchase amount
After receiving and inspecting the return, we will refund the purchase amount to the original payment method. The refund will be made immediately, but no later than within 14 days of receipt of the goods.
Processing time:
Processing your return may take up to 7 working days from receipt of the goods. We ask for your understanding.
A notice:
If the goods show signs of use or parts are missing, we reserve the right to claim a reduction in value (Section 346 Paragraph 2 of the German Civil Code). This will be deducted from the refund amount.
6. Liability for transport damage
Please check the goods for visible transport damage upon receipt. If you notice any damage, refuse to accept the delivery and inform us immediately at [support@raffine-shop.com].
If you only notice the damage after acceptance, please contact us within 7 days so that we can find a solution.
Legal basis:
According to Section 438 of the German Commercial Code (HGB), obvious damages must be reported immediately in order to be able to assert claims for damages.
7. Returns from abroad
The same conditions apply for returns from abroad, but please note that return costs may vary depending on your location. Please contact our customer service for specific instructions and return labels.
8. Returns in case of incorrect address details and non-collection
If the shipment cannot be delivered due to incorrect or incomplete address information and the goods are returned to us, we reserve the right to charge the additional shipping costs.
If an order is not picked up (e.g. when delivered to a packing station), we reserve the right to charge the shipping costs incurred as well as a processing fee
to calculate.
9. Inspection of alleged defects
If an item is returned with a defect, we will examine the item before issuing a refund or replacement. If no defect is found, we reserve the right to charge you for the return shipping costs.
10. Fraud prevention in returns
To protect against abusive returns, we reserve the right to examine returns more closely, especially in the following cases:
- above-average number of returns by the same customer.
- Returns where the condition of the goods does not correspond to the information provided.
If we suspect misuse, we reserve the right to take legal action (Section 823, Paragraph 2 of the German Civil Code (BGB) in conjunction with Section 263 of the German Criminal Code (StGB)).
11. Warranty and liability for material defects
Irrespective of your right of withdrawal or return, in the event of a defect you are entitled to the statutory warranty rights pursuant to §§ 434 ff. BGB. If you discover a defect, please contact us at
[support@raffine-shop.com].
12. Contact for inquiries
If you have any questions about your return, our customer service is always available:
- Email: [support@raffine-shop.com]
Legal notice:
These return policies supplement the statutory provisions on the right of withdrawal and are part of the General Terms and Conditions (GTC).