Refund policy
1. Policy and Period
Return Policy and Statutory Right of Withdrawal
We operate a 14-day return policy, which aligns with the statutory right of withdrawal (Widerrufsrecht) for consumers in the European Union. This means you have 14 days after receiving your item to request a return or contract withdrawal.
2. Eligibility for Return
To be eligible for return or withdrawal, you will need the receipt or proof of purchase.
Statutory Right to Inspect: As a consumer, you have the right to inspect the goods received, as you would in a physical store, to establish the nature, characteristics, and functioning of the goods. You are only liable for any diminished value of the goods resulting from the handling other than what is strictly necessary for this inspection. We recommend returning the item in its original packaging if possible, to prevent damage during return shipping.
3. Starting a Return
You have two options to initiate a return or withdrawal:
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Self-Service via User Account (recommend): Log in to your registered user account on our website and request a self-service return. We highly recommend registering an account for a faster and smoother return process.
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Contact via Email: Contact us at service@acgsaga.com with your order details (order number, item to be returned, and reason for return).
If your return is accepted, we will provide you with instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Please note: You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Please send all returns to the following address: Freundschaftsladen GmbH, Feringasstrasse 6, 85774 Unterföhring, Germany. You can always contact us for any return question at service@acgsaga.com.
4. Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
5. Exceptions / non-returnable items
Exceptions / non-returnable items
Certain types of items cannot be returned due to legal restrictions or their nature, such as: perishable goods (e.g., food), custom products (e.g., special orders or personalized items), and goods whose sealed packaging has been removed after delivery and are unsuitable for return for reasons of health protection or hygiene (as detailed in AGB §7). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Note on Sale Items and Gift Cards: Sale items can be returned or withdrawn within the 14-day period. Unfortunately, we cannot accept returns on gift cards (once activated/used) as these are generally excluded from the right of withdrawal.
6. Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
7. Statutory Right of Withdrawal for EU Consumers
Statutory Right of Withdrawal for EU Consumers
This 14-day policy constitutes your statutory right of withdrawal (Widerrufsrecht) pursuant to European law. To formally exercise this right, you may use the model withdrawal form provided on our website, but using this specific form is not obligatory.
8. Refunds
We will notify you once we’ve received and inspected your return. If the withdrawal is approved, we will reimburse to you all payments received from you, including the costs of standard delivery (excluding the costs of supplementary services, such as express shipping). Reimbursement will be processed without undue delay and in any event not later than 7 business days from the day on which we are informed about your decision to withdraw from the contract. We will refund you on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 8 business days have passed since we’ve approved your refund, please contact us at service@acgsaga.com.