Widerrufsrecht

Thank you for shopping at heathceramics.shop.

This Return and Refund Policy explains the rights, conditions, and procedures applicable to statutory withdrawal, voluntary returns, exchanges, refunds, damaged or defective products, incorrect or incomplete orders, and order cancellations.

This policy applies together with the Terms of Service, Shipping Policy, Privacy Policy, Contact Information, and other policies published on heathceramics.shop.

Nothing in this policy excludes, restricts, replaces, or waives any mandatory consumer right or remedy available under applicable German or European Union law.

1. Contact Information

For withdrawal notices, return requests, exchanges, refunds, damaged or defective products, incorrect orders, or cancellation requests, contact:

Website: heathceramics.shop
Email: info@heathceramics.shop

When contacting us, please include:

• Your full name;

• Your order number;

• The email address used during checkout;

• The product concerned; and

• A clear description of your request.

2. Statutory Right of Withdrawal

Consumers who purchase eligible products online generally have the right to withdraw from the purchase contract within 14 calendar days, without providing a reason.

The right of withdrawal applies to qualifying consumers acting for purposes outside their trade, business, craft, or profession.

The withdrawal period generally expires 14 calendar days after the day on which:

• You, or a person designated by you other than the carrier, receives the product;

• You receive the final product where several products from one order are delivered separately;

• You receive the final lot or piece where a product is delivered in several lots or pieces; or

• You receive the first product under a contract providing for regular delivery during a defined period.

You may notify us of your decision to withdraw before delivery has taken place.

3. Exercising the Right of Withdrawal

To exercise the right of withdrawal, you must send us a clear statement informing us of your decision to withdraw from the purchase contract.

Send your withdrawal notice to:

Email: info@heathceramics.shop

Your notice should include:

• Your full name;

• Order number;

• Email address used during checkout;

• Product or products concerned;

• Date of delivery, where applicable; and

• A clear statement that you are withdrawing from the purchase contract.

You do not need to provide a reason.

The withdrawal deadline is met if you send the notice before the applicable 14-day withdrawal period expires.

Please retain evidence showing when your withdrawal notice was sent.

4. Electronic Withdrawal Function

During the applicable withdrawal period, qualifying customers may also exercise the right of withdrawal through the electronic withdrawal function made available through heathceramics.shop.

The electronic function may be accessible through the customer account, order-status page, or another clearly displayed area of the website.

The function will allow the customer to provide or confirm:

• The customer’s name;

• Information identifying the affected order or contract;

• The products or part of the contract being withdrawn from; and

• The electronic contact details to which confirmation should be sent.

After the customer confirms the electronic withdrawal, an acknowledgement of receipt should be sent electronically without undue delay and should include the content, date, and time of the withdrawal submission.

The electronic function is an additional withdrawal method. Customers may still exercise the right of withdrawal by sending a clear statement to info@heathceramics.shop.

5. Effect of Incomplete Withdrawal Information

The statutory withdrawal period begins only after the consumer has received the information required under applicable law.

Where the consumer has not been correctly informed about the right of withdrawal, the withdrawal period may be extended according to applicable law.

Nothing in this policy shortens an extended statutory withdrawal period.

6. Returning Products After Withdrawal

After notifying us of your decision to withdraw, you must return the eligible products without undue delay and no later than 14 calendar days after the date on which you communicated your withdrawal.

The return deadline is met if you dispatch the products before the 14-day return period expires.

Before returning a product, contact:

Email: info@heathceramics.shop

We will provide or confirm the applicable return procedure and return destination.

7. Authorized Return Destination

Products must be returned only to the legally disclosed or otherwise authorized return destination applicable to the order.

Do not automatically send a product to:

• An address printed on the original parcel;

• A carrier depot;

• A supplier location;

• A fulfilment warehouse; or

• Any address that has not been identified as an authorized return destination.

An address printed on the parcel may belong to a carrier, logistics partner, supplier, or fulfilment service and may not be authorized to process customer returns.

Sending a product to an unauthorized destination may cause delay, refusal, loss, or return to the sender.

8. Condition of Returned Products

Consumers may inspect a product only to the extent reasonably necessary to determine its nature, characteristics, and functioning.

This generally means handling the product in a manner comparable to how it could reasonably be examined in a physical retail store.

Where reasonably possible, returned products should include:

• The product;

• Original components and accessories;

• Manuals and instructions;

• Tags and labels;

• Protective materials; and

• Original packaging.

Missing original packaging does not automatically remove the statutory right of withdrawal.

However, the consumer may be responsible for diminished value caused by handling beyond what was reasonably necessary to inspect the product.

9. Diminished Value

The consumer is responsible only for a reduction in value resulting from handling beyond what was necessary to establish the product’s nature, characteristics, and functioning.

A proportionate deduction may be made where legally permitted if the product has been:

• Used beyond reasonable inspection;

• Worn for an extended period;

• Washed;

• Altered or modified;

• Damaged after delivery;

• Assembled or installed beyond what was reasonably necessary;

• Returned without important components or accessories; or

• Handled in another way that materially reduces its value.

Any deduction will be reasonably connected to the actual reduction in value.

No automatic restocking fee will be charged for the lawful exercise of the statutory right of withdrawal.

10. Direct Return Shipping Costs

For a return based solely on statutory withdrawal or change of mind, the consumer is responsible for the direct cost of returning the products.

This includes returns resulting from:

• Personal preference;

• An unwanted product;

• Accidental ordering;

• Incorrect size, colour, model, or variant selection;

• A product no longer being required; or

• Another reason not caused by an error or lack of conformity attributable to heathceramics.shop.

Where a product cannot normally be returned by standard postal service, any legally required estimate of the direct return cost should be disclosed before the purchase is completed.

11. Return Costs for Defective or Incorrect Products

heathceramics.shop will bear the necessary and reasonable costs of handling a return where the product is confirmed to be:

• Defective;

• Unsafe;

• Damaged before or during delivery;

• Incorrect;

• Incomplete because of our error;

• Materially different from its description; or

• Otherwise non-conforming under applicable law.

Depending on the circumstances, we may:

• Provide a prepaid return label;

• Arrange collection;

• Approve an appropriate shipping method; or

• Reimburse an approved and reasonable return cost.

Customers should not purchase an unusually expensive return service at our expense without prior approval.

12. Secure and Trackable Returns

Customers should use a secure and trackable shipping service when arranging a return.

Please retain:

• The shipping receipt;

• The tracking number;

• Evidence of the return destination; and

• Evidence showing when the package was dispatched.

The product should be packaged carefully to prevent avoidable damage during return transport.

For customer-arranged change-of-mind returns, responsibility for the shipment will be determined according to applicable law and the agreed return arrangement.

13. Refund Following Withdrawal

After a valid withdrawal, we will refund eligible payments received from the consumer without undue delay and no later than 14 calendar days after the date on which we receive the withdrawal notice.

We may withhold the refund until:

• We have received the returned products; or

• The consumer provides reliable evidence that the products have been sent back,

whichever occurs first.

This withholding right does not apply where heathceramics.shop has offered to collect the products.

14. Original Delivery Costs

Where the entire eligible purchase is withdrawn, the refund will include the cost of the least expensive standard delivery method offered for the original order.

If the customer selected an enhanced, express, priority, premium, or more expensive delivery method, the additional amount above the least expensive standard delivery cost will not normally be refunded.

Additional delivery costs may be refunded where:

• The enhanced delivery service was not provided;

• The return resulted from our confirmed error;

• The product was damaged, defective, incorrect, or non-conforming; or

• Applicable law otherwise requires reimbursement.

Where only part of an order is returned, original delivery charges will be recalculated only where required by applicable law or the terms disclosed at purchase.

15. Refund Method

Approved refunds will normally be issued using the same payment method used for the original transaction.

The consumer will not be charged a fee by heathceramics.shop solely because a refund is processed.

An alternative refund method may be used only where:

• The consumer expressly agrees;

• The original payment method is no longer available;

• The payment provider requires another method; or

• Applicable law permits or requires it.

We cannot normally issue a refund to a different card, bank account, digital wallet, or unrelated person.

16. Payment-Provider Processing Time

After heathceramics.shop submits a refund, the bank, card issuer, digital-wallet provider, or payment processor may require additional time to post the funds to the customer’s account.

This additional processing time is controlled by the relevant payment provider.

Available refund confirmation will be provided after the refund has been submitted.

17. Partial Withdrawal

A consumer may withdraw from only part of an order where the products or contractual obligations can reasonably be separated.

The refund will be calculated according to:

• The amount paid for the returned product;

• Any legally refundable delivery cost;

• Any applicable promotional recalculation; and

• Any permitted deduction for diminished value.

Returning only part of an order may affect:

• Bundle discounts;

• Multi-buy offers;

• Minimum-spend promotions;

• Gifts with purchase; or

• Other conditional benefits.

18. Exchanges

The statutory right of withdrawal provides a right to cancel an eligible purchase and receive the applicable refund. It does not automatically require a direct exchange.

Subject to availability, heathceramics.shop may offer an exchange for:

• A different size;

• A different colour;

• A different model;

• A different variant; or

• A replacement product.

To request an exchange, contact:

Email: info@heathceramics.shop

An exchange is not confirmed until:

• The request has been reviewed;

• The original product is eligible for return; and

• Replacement inventory has been confirmed.

If the requested replacement is unavailable, an eligible refund may be issued.

For change-of-mind exchanges, the customer may be responsible for the direct return cost and any replacement-delivery cost clearly disclosed before the exchange is confirmed.

These costs will not apply where the exchange is necessary because of our error or a lack of conformity.

19. Exceptions to the Right of Withdrawal

The statutory right of withdrawal may not apply where a lawful exception applies.

Exceptions may include certain:

• Products made to the consumer’s specifications;

• Clearly personalized products;

• Products liable to deteriorate or expire rapidly;

• Sealed products unsuitable for return for health-protection or hygiene reasons after the seal has been removed;

• Products that become inseparably mixed with other items after delivery;

• Sealed audio recordings, video recordings, or computer software after unsealing;

• Digital content supplied without a physical medium after lawful early-performance requirements have been satisfied;

• Services fully performed after lawful consent and acknowledgement requirements have been satisfied;

• Newspapers, periodicals, or magazines other than subscriptions; and

• Other products or contracts expressly excluded by applicable law.

An exception to the withdrawal right does not remove rights relating to defective, damaged, unsafe, incorrect, or non-conforming products.

20. Hygiene-Sensitive Products

A sealed product that is genuinely unsuitable for return for health-protection or hygiene reasons may lose eligibility for a withdrawal-based return after its protective seal has been removed.

This restriction applies only where the legal conditions for the hygiene exception are satisfied.

A product does not become non-returnable merely because ordinary packaging has been opened.

Rights concerning defective, damaged, unsafe, incorrect, or non-conforming products remain unaffected.

21. Personalized and Made-to-Order Products

Products manufactured according to customer specifications or clearly personalized are generally excluded from the statutory right of withdrawal where the legal requirements for that exception are satisfied.

Before completing a personalized order, customers should carefully verify all:

• Names;

• Text;

• Measurements;

• Colours;

• Designs;

• Images;

• Configurations; and

• Other customization instructions.

This exception does not remove rights relating to production errors, defects, damage, safety concerns, or failure to follow the agreed specifications.

22. Digital Content and Digital Services

Where digital content or a digital service is supplied before the end of the withdrawal period, the right of withdrawal may be affected only where the conditions required by applicable law have been satisfied.

Where required, the consumer must:

• Expressly consent to early performance;

• Acknowledge any resulting loss of the withdrawal right; and

• Receive the required contractual confirmation.

Digital content and services remain subject to applicable conformity and consumer-protection requirements.

23. Discounted and Promotional Products

Products purchased at a discounted or promotional price remain eligible for statutory withdrawal unless a lawful exception applies.

The refund will be based on the amount actually paid.

Where the purchase involved:

• A bundle discount;

• A multi-buy offer;

• A minimum-spend promotion;

• A promotional code;

• A gift with purchase; or

• Another conditional benefit,

the refund may be recalculated based on the products retained by the customer.

Where legally permitted and required by the promotion, a promotional gift may need to be returned or its disclosed value may be taken into account.

24. Final-Sale Descriptions

A product description such as “Final Sale” does not remove a statutory right of withdrawal where that right legally applies.

A product may be excluded from withdrawal only where a lawful exception applies.

A final-sale description also does not remove rights relating to:

• Defective products;

• Damaged products;

• Incorrect products;

• Unsafe products;

• Materially misdescribed products; or

• Other lack of conformity.

25. Damaged Products

Please inspect the package and products promptly after delivery.

If a product arrives damaged, contact:

Email: info@heathceramics.shop

Please provide, where reasonably available:

• Your full name;

• Order number;

• A description of the damage;

• Photographs of the product;

• Photographs of the outer and inner packaging;

• A photograph of the shipping label; and

• A video where reasonably useful.

Please retain the product, components, accessories, packaging, and shipping materials while the matter is reviewed.

Failure to provide a specific photograph does not automatically remove a mandatory legal remedy.

26. Incorrect Products

If you receive a product different from the product ordered, contact:

Email: info@heathceramics.shop

Please include:

• Your full name;

• Order number;

• Product ordered;

• Product received;

• Photographs of the received product;

• Photographs of the package; and

• A photograph of the shipping label where available.

If the error is confirmed, we will provide an appropriate remedy without charging the customer the necessary costs caused by our error.

27. Missing Products or Components

Orders may occasionally be divided into multiple packages.

Before reporting a missing product, review all shipping-confirmation emails and tracking information associated with the order.

If all packages have arrived and a product, component, accessory, or part is still missing, contact:

Email: info@heathceramics.shop

Please include:

• Your full name;

• Order number;

• Missing product or component;

• Photographs of all products received;

• Photographs of the package;

• A photograph of the shipping label where available; and

• Relevant tracking information.

If the issue is confirmed, we will provide the missing product or component, a replacement, an appropriate refund, or another lawful remedy.

28. Statutory Rights for Defective Products

Products sold to consumers are subject to the statutory requirements concerning conformity and defects under applicable German law.

A product may be defective or non-conforming where it:

• Does not have the agreed characteristics;

• Does not match its description;

• Is not fit for the agreed purpose;

• Is not fit for ordinary use;

• Does not have the quality or durability reasonably expected;

• Does not include the agreed accessories or instructions;

• Is incorrectly installed because of defective instructions;

• Does not provide required updates for digital elements; or

• Otherwise fails to satisfy applicable contractual or statutory requirements.

Statutory defect rights are separate from the right of withdrawal.

29. Statutory Defect Period

For new goods, statutory defect claims generally remain available for two years after delivery, subject to the circumstances and applicable law.

Different rules may apply to:

• Used goods;

• Goods with digital elements;

• Continuous digital services;

• Building materials;

• Fraudulently concealed defects; or

• Other specially regulated products.

Nothing in this policy shortens a statutory defect period that legally applies.

30. Presumption During the First Year

Where a lack of conformity becomes apparent within one year after the transfer of risk, applicable German law may presume that the product was already defective at the relevant time, unless that presumption is incompatible with the nature of the product or defect.

This provision does not prevent either party from presenting relevant evidence.

Special rules may apply to goods with digital elements or continuous digital services.

31. Remedies for Defective Products

Where a product is defective or non-conforming, the consumer may initially be entitled to supplementary performance.

Depending on the circumstances, supplementary performance may consist of:

• Repair; or

• Replacement.

The customer may generally choose between repair and replacement, subject to applicable rules concerning impossibility and disproportionate cost.

Supplementary performance will be provided free of charge where legally required.

Necessary costs may include:

• Shipping;

• Transport;

• Labour;

• Materials;

• Removal of a defective installed product; and

• Installation of a repaired or replacement product.

32. Price Reduction or Contract Termination

Depending on the circumstances and applicable law, the consumer may be entitled to a proportionate price reduction or termination of the affected purchase contract where:

• Supplementary performance is impossible;

• Supplementary performance is lawfully refused;

• Repair or replacement fails;

• The defect remains after attempted supplementary performance;

• The defect is sufficiently serious;

• Supplementary performance is not completed within a reasonable period; or

• Supplementary performance would cause significant inconvenience.

Termination may not be available for an insignificant defect where applicable law provides otherwise.

Further statutory claims, including damages where the legal conditions are satisfied, remain unaffected.

33. Reporting a Defect

To report a defective or non-conforming product, contact:

Email: info@heathceramics.shop

Please provide:

• Your full name;

• Order number;

• Product concerned;

• Description of the issue;

• Date the issue became apparent;

• Information about product use;

• Photographs or video where reasonably useful; and

• The remedy requested.

We may request return or inspection of the product where reasonably necessary.

Evidence or inspection requests will not be used to unreasonably obstruct a mandatory consumer remedy.

34. Commercial or Manufacturer Warranties

A manufacturer, supplier, or another third party may offer a separate commercial warranty.

A commercial warranty:

• Operates according to its stated terms;

• Is additional to statutory defect rights;

• Does not replace statutory rights;

• Does not reduce the seller’s legal obligations; and

• Does not prevent the customer from contacting heathceramics.shop regarding statutory claims.

35. Products Damaged After Delivery

Statutory defect remedies do not normally cover a problem caused solely by:

• Accidental damage after delivery;

• Misuse;

• Failure to follow instructions;

• Improper assembly or installation by the customer;

• Unauthorized alteration or repair;

• Negligent care;

• Exposure to unsuitable conditions; or

• Normal wear and tear.

This exclusion applies only where the customer’s actions or ordinary wear caused the issue.

It does not exclude a remedy where the product was already defective, unsafe, or non-conforming when risk transferred.

36. Return Inspection

After receiving a returned product, we may inspect it to verify:

• The identity of the product;

• Its condition;

• Whether components and accessories are included;

• The nature of a reported defect;

• Whether handling exceeded reasonable inspection;

• Whether a withdrawal exception applies; and

• The appropriate refund or other remedy.

We will communicate the outcome as soon as reasonably possible.

37. Refused Returns

A withdrawal-based or voluntary return may be refused where:

• The withdrawal notice was submitted after the applicable deadline;

• A lawful withdrawal exception applies;

• A different product was returned;

• The product was sent to an unauthorized destination;

• The product was not purchased from heathceramics.shop;

• There is reliable evidence of fraud or product substitution; or

• The request otherwise falls outside the applicable legal or published conditions.

Refusal of a change-of-mind return does not remove rights concerning defects, damage, incorrect delivery, safety, or lack of conformity.

38. Order Changes

To request an order change, contact:

Email: info@heathceramics.shop

Requests should be submitted as soon as possible after the order is placed.

Possible changes may include:

• Product size, colour, model, or variant;

• Product quantity;

• Shipping address; or

• Contact information.

We will make reasonable efforts to accommodate the request, but changes cannot be guaranteed after processing, fulfilment, or shipment has begun.

39. Cancellation Before Dispatch

To request cancellation before dispatch, contact:

Email: info@heathceramics.shop

Where the order has not entered irreversible processing or shipment, we may cancel it and refund the applicable amount using the original payment method.

If the order has already been dispatched, a qualifying consumer may exercise the statutory right of withdrawal according to this policy.

40. Refused or Unclaimed Deliveries

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

To exercise the right of withdrawal, the customer should send a clear statement to:

Email: info@heathceramics.shop

Where a package is returned because of:

• An incorrect or incomplete address;

• Failure to collect it;

• Refusal without a clear withdrawal notice;

• Inability to access the delivery location; or

• Another circumstance attributable to the customer,

the applicable refund or reshipping procedure will be determined after the package has been received and reviewed.

Mandatory consumer rights remain unaffected.

41. Packages Marked as Delivered

If tracking shows that a package was delivered but it cannot be located, the customer should:

1. Confirm the delivery address;

2. Check the mailbox, entrance, parcel locker, reception area, mailroom, and other safe delivery locations;

3. Ask household members, neighbours, reception staff, or building management;

4. Review any carrier delivery notice or photograph;

5. Check whether the package was delivered to a collection point; and

6. Contact the carrier for additional information.

If the package remains missing, contact:

Email: info@heathceramics.shop

We may investigate the delivery with the carrier before providing the appropriate remedy.

42. Late or Missing Refunds

If you have received confirmation that a refund was submitted but the funds have not appeared:

1. Check the account connected to the original payment method;

2. Contact your card issuer or payment provider;

3. Contact your bank or financial institution; and

4. Allow any additional processing time required by the provider.

If the refund is still missing, contact:

Email: info@heathceramics.shop

Please include your order number and available refund-confirmation information.

43. Gifts

Where a product was purchased as a gift, a monetary refund will normally be issued to the original purchaser using the original payment method.

Where available and agreed, a gift recipient may be offered an exchange or store credit.

Nothing in this section limits mandatory consumer rights.

44. Chargebacks and Payment Disputes

Customers are encouraged to contact info@heathceramics.shop before submitting a chargeback or payment dispute.

Contacting us first allows us to:

• Locate the order;

• Review payment and tracking records;

• Investigate the concern;

• Correct an error; or

• Provide an appropriate remedy.

We may provide relevant order records, delivery evidence, refund records, and customer communications to the payment provider when responding to a dispute.

A payment dispute does not change the underlying statutory rights of either party.

45. Fraud and Return Abuse

We may investigate reasonable evidence of:

• False damage or defect claims;

• Product substitution;

• Counterfeit returns;

• Intentional product damage;

• Altered products;

• Promotional abuse;

• Unauthorized chargebacks; or

• Other fraudulent conduct.

Where fraud is reasonably established, we may refuse non-statutory benefits, restrict an account, preserve relevant records, or take other lawful action.

This section will not be used to obstruct a genuine statutory withdrawal or defect claim.

46. Business Purchases

The statutory consumer right of withdrawal applies to qualifying consumers acting outside their trade, business, craft, or profession.

Orders placed primarily for commercial, professional, resale, or business purposes may be subject to different legal rules.

Where heathceramics.shop voluntarily accepts a business return, the applicable conditions will be communicated separately.

47. Consumer Rights

This policy operates alongside applicable German and European Union consumer-protection law.

Nothing in this policy excludes, restricts, replaces, or waives any:

• Statutory right of withdrawal;

• Statutory defect right;

• Right to supplementary performance;

• Right to price reduction or contract termination;

• Remedy for defective or unsafe products;

• Remedy for incorrect or incomplete delivery;

• Right concerning misleading product information;

• Right concerning non-delivery;

• Right concerning unauthorized charges; or

• Other mandatory consumer protection.

Where applicable law provides greater protection than this policy, the applicable legal requirement will prevail.

48. Changes to This Policy

We may update this Return and Refund Policy to reflect changes in:

• Products;

• Return procedures;

• Shopify functionality;

• Payment methods;

• Business operations; or

• Applicable legal requirements.

The updated version will be published on heathceramics.shop with a revised “Last updated” date.

Changes will not retroactively reduce rights relating to an order already placed.

The version in effect when the order was placed will generally apply unless a later version provides greater protection or applicable law requires otherwise.

49. Contact Us

For statutory withdrawals, returns, exchanges, refunds, damaged or defective products, incorrect orders, missing products, or cancellation requests, contact:

Website: heathceramics.shop
Email: info@heathceramics.shop