Returns, withdrawals, and replacements

Scope and hierarchy

This Refund Policy supplements mandatory consumer laws in your country of residence within the EU and EEA. If a court or regulator determines that a stricter rule applies, that rule prevails. Business purchasers should verify whether individual contracts deviate from these defaults.

Statutory withdrawal for consumers

If you qualify as a consumer and purchase remotely, you may withdraw from the contract within fourteen days after acquiring possession of goods without giving a reason. Exercise the right by sending an unequivocal statement (email or letter) before the deadline expires. We confirm receipt electronically when possible.

Counting the fourteen days

The period starts the day you—or a third party you designate—physically receives the parcel, except for split shipments where the period begins when the last item arrives unless agreed otherwise.

Condition of returned goods

Only handle goods as you would in a retail aisle. Excessive wear or missing components may lead to a reasonable reduction in refund. Keep batch labels readable so we can reconcile quality investigations.

Refund execution

After goods arrive at our inspection point—or after you provide return tracking if we authorised shipment in transit—we refund all payments received, including standard outbound delivery costs for full returns, using the same payment means unless you agree differently and technical feasibility exists. Premium expedited shipping surcharges may be excluded.

Refunds ordinarily post within fourteen days from the day we receive goods or proof of return dispatch, whichever is earlier, though banking clearing may add latency.

Exceptions to withdrawal

Sealed goods unsuitable for return due to health protection or hygiene lose withdrawal rights once unsealed after delivery when such a rule is recognised locally. Personalised items produced to your specification may also fall outside withdrawal unless defective.

Non-conformity and transport damage

If goods arrive damaged, incomplete, or diverge materially from agreed specifications, contact us promptly with photographs of outer packaging and batch codes. We arrange repair, replacement, price reduction, or contract termination consistent with statutory conformity regimes.

Costs of return shipping

Unless we supply a prepaid label or misdescribed the product, you bear direct return costs using a carrier of your choice. Keep receipts to facilitate reimbursement when we expressly promised free returns during a campaign window.

Chargebacks and payment disputes

Open a dialogue with us before filing payment disputes so we can trace fulfilment, provide tracking numbers, and resolve timing questions cooperatively. Abrupt chargebacks without notice may delay goodwill resolutions.

Business customers

Trade buyers may be subject to negotiated Incoterms, restocking fees, or minimum order policies described in purchase orders. Those commercial terms override this general policy only where explicitly signed.

Returns desk contact

ask@phaltronshor.world · Favoritenstraße 86, 1100 Wien, Austria · Related: Legal disclosure (Impressum), Terms of Service, Privacy Policy.