Returns & Refunds
1. Statutory Right of Withdrawal
Consumers who enter into a distance contract may have a statutory right to withdraw from the contract within 14 days without giving a reason.
For a normal purchase of goods, the withdrawal period generally begins on the day the consumer, or a third party designated by the consumer who is not the carrier, receives the goods.
If one order contains several goods delivered separately, the period generally begins when the final item is received.
2. How to Exercise the Right of Withdrawal
To exercise a statutory right of withdrawal, the consumer must make a clear statement of the decision to withdraw before the withdrawal period expires.
The notice can be sent to:
KRENTA UG (haftungsbeschränkt)
Lehmweg 53
20251 Hamburg
Germany
Customers may also use the withdrawal or contact function made available on galovirexa.com where applicable.
A reason for withdrawal is not required.
3. Food-Related Exceptions
The statutory right of withdrawal does not apply in every case.
In particular, the law provides exceptions for:
- Goods that can deteriorate rapidly or whose expiry date would quickly be exceeded
- Sealed goods that are unsuitable for return for health-protection or hygiene reasons if the seal was removed after delivery
- Goods made to a customer's individual specification or clearly personalised, where the statutory conditions for that exception are met
An exception is applied only where the legal requirements for that exception are satisfied.
4. Returning Goods
Where a return is required after a valid withdrawal, customers should use the Contact page on galovirexa.com to obtain the correct return instructions and return destination.
Customers should not send goods to an assumed warehouse or other address without checking the return instructions.
Products should be packed appropriately for the type of goods being returned.
5. Return Costs
Responsibility for the direct cost of returning goods depends on the information provided to the consumer and the applicable legal requirements.
Any return-cost information applicable to an order should be communicated before the purchase or as part of the statutory withdrawal information.
6. Refund After Withdrawal
Where a valid statutory withdrawal applies, payments received for the affected order will be refunded as required by law.
This generally includes the original standard delivery cost, but does not require reimbursement of additional costs caused by the customer's choice of a more expensive delivery method than the least expensive standard delivery method offered.
Refunds are normally made using the same payment method used for the original payment unless another method is expressly agreed and the customer does not incur fees because of that agreement.
Where legally permitted, the refund may be withheld until the returned goods have been received or the customer has provided evidence that the goods were sent back.
7. Handling of Returned Goods
Consumers may inspect goods to the extent reasonably necessary to establish their nature, characteristics and functioning.
Where the law allows it, a consumer may be responsible for a loss in value caused by handling beyond what was necessary for that purpose.
For food products, opening packaging may also affect whether a statutory withdrawal right exists where a health, hygiene or perishability exception applies.
8. Defective, Damaged or Incorrect Products
The statutory withdrawal right is separate from legal rights relating to defective or non-conforming goods.
If a product arrives damaged, is incorrect, or does not conform to the contract, customers should contact Galovirexa through the Contact page and provide the order details and a description of the issue.
Where helpful, photographs may be requested to assess visible damage or an incorrect product.
Statutory warranty rights remain unaffected.
9. Refund Timing
Where a refund is due following a statutory withdrawal, it will be made within the period required by applicable law, subject to any lawful right to wait for the returned goods or evidence of return.
10. Model Withdrawal Statement
A consumer may use the following wording, but use of this wording is not required:
To KRENTA UG (haftungsbeschränkt), Lehmweg 53, 20251 Hamburg, Germany:
I hereby give notice that I withdraw from my contract for the purchase of the goods identified below.
Order or product:
Order date:
Date received:
Consumer name:
Consumer address:
Date:
If the statement is submitted on paper, it may also be signed.
11. Contact
Questions about returns, statutory withdrawal rights or refunds can be submitted through the Contact page on galovirexa.com.