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​Cancellation policy (withdrawal, returns and order changes)

 

1) Scope & Definitions

This policy explains:
a) Order changes/cancellations before production (our goodwill for custom work), and
b) the statutory right of withdrawal for consumers buying at a distance (Fernabsatz), including return logistics, refunds and exceptions. Where German consumer law grants mandatory rights, those prevail. 

 

2) Order Changes & Cancellations (Before Production Starts)

Custom items (e.g., cameo bas-relief, engravings, made-to-order dimensions/finishes)

  • You may request an order change or cancellation within 24 hours of purchase and beforepersonalization/production has begun (e.g., design prep, sculpting, material cutting, kiln scheduling).

  • After we start personalization or after you approve a proof (if provided), cancellation is no longer possible for custom items because they are made to your specifications and not reasonably resellable. This section is a contractual goodwill option and does not limit your statutory rights for defects.

Non-custom items (if offered)

  • You may request cancellation any time before dispatch; once dispatched, please use the withdrawal process below.

 

3) Statutory Right of Withdrawal (Consumers – Non-Custom Goods)

If you buy as a consumer, you generally have 14 days from delivery to withdraw from the contract without giving reasons (for non-custom goods). We provide a model withdrawal form at the end of this page; using it is optional. 

When the 14-day period starts

  • For a single item: when you or a person you name (not the carrier) receives the goods.

  • For an order with multiple items shipped separately: when the last item is received.

  • For deliveries in several parts/pieces: when the last part is received.
    The period does not begin until we have properly informed you about the withdrawal right on a durable medium. 

How to withdraw
Send a clear statement (e.g., email) that you are withdrawing; no reason is required. You can use the model form below. Withdrawal is timely if you send the notice within the 14-day period. 

Exceptions (important for our products)
There is no statutory withdrawal right for goods that are not prefabricated and are clearly personalized or made to a customer’s specifications (e.g., custom cameo bas-relief, custom engraving, custom-finished urns). These are excluded by law from the 14-day withdrawal. 

 

4) Effects of Withdrawal (Refunds, Return Costs & Value Loss)

Refunds

  • If you withdraw from a non-custom purchase, we refund all payments including the cost of standard outbound delivery (not any extra you chose for faster/special delivery). We use the same payment method you used unless we agree otherwise. We process refunds within 14 days of receiving your withdrawal notice; we may withholdthe refund until we receive the goods back or you provide proof of return shipment. 

Return shipping costs

  • You bear the direct cost of returning goods, provided we informed you about this before contract conclusion (we do). For courier returns, we can quote an estimated maximum upon request. 

Diminished value

  • You are only liable for any loss in value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods (e.g., visible wear, scratches, missing accessories). We may deduct such loss from your refund. 

 

5) Returns Process (Non-Custom Goods)

  1. Notify us of your withdrawal within 14 days of delivery: [support email] (or via your account).

  2. Pack the goods safely in the original packaging if possible (including accessories, inserts).

  3. Send the goods back within 14 days of your withdrawal to: [return address].

  4. Keep the proof of posting and the tracking number.
    We recommend insured, trackable shipping. If you return from outside the EU, mark the parcel “Returned goods – withdrawal” to avoid import charges; any such charges we incur may be deducted from your refund in accordance with the law.

 

6) Damaged/Defective on Arrival (DOA) – Not Withdrawal

If your item arrives damaged or defective, please report within 48 hours with photos of the outer box, inner packing and the item so we can start a carrier investigation and arrange repair/replacement/refund as appropriate. Your statutory warranty rights remain unaffected (consumers: generally 2 years). 

 

7) What Is Not Returnable

  • Custom/personalized items (e.g., cameo bas-relief from your photos, custom engravings, bespoke finishes/sizes) once production has started.

  • Items returned without prior notice of withdrawal or after the return window.
    This does not affect your warranty rights for defects.

 

8) Uncollected / Refused Parcels; Wrong Address

If a parcel is returned due to refusal, non-collection, or incorrect/incomplete address attributable to you, this is not a withdrawal by itself. We can reship upon payment of reasonable re-delivery costs; if you opt to cancel and withdrawal applies, refunds follow section 4 (including deduction of any non-recoverable shipping/customs fees). (Consumer protections remain unaffected.) 

 

9) B2B Orders

If you purchase as an entrepreneur (B2B), no statutory withdrawal right applies. Contractual cancellation options, if any, are by special agreement only; warranty/liability follow statutory and agreed terms.

 

10) Contact for Cancellations/Withdrawals

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