Refund policy
1. Right of Withdrawal for Distance Contracts
If you are a consumer and have concluded a contract with us at a distance, in particular through our online shop, you have the right to withdraw from this contract within 14 days without giving any reason.
The withdrawal period is 14 days from the day on which you or a third party designated by you, other than the carrier, takes possession of the goods.
If you have ordered several goods as part of a single order and they are delivered separately, the withdrawal period begins on the day on which you or a third party designated by you, other than the carrier, takes possession of the last item delivered.
If the purchase contract was already concluded online or by other means of distance communication and the goods were subsequently merely collected from our store, the contract generally remains a distance contract. Mere collection from the store therefore does not automatically remove an existing statutory right of withdrawal.
In addition, eigensinnig wien generally offers a voluntary worldwide return option for goods purchased through our online shop or by other means of distance selling within 14 days of receiving the goods, provided that no legally permitted exception applies.
Any mandatory statutory consumer, withdrawal, return, warranty and other rights to which you are entitled under the applicable law remain unaffected. Where mandatory law provides more extensive or more favorable rights, those statutory rights shall apply.
2. Purchases Made in Our Physical Store
For goods where the purchase contract is concluded directly in our physical store, there is generally no voluntary 14-day right of return or exchange without giving a reason, unless we expressly agree otherwise in an individual case.
This does not apply where you are entitled to a right of withdrawal, warranty right or other consumer right under mandatory statutory provisions.
In particular, your statutory rights in relation to defective, incorrectly delivered or otherwise non-conforming goods remain unaffected.
A mere reservation of goods online followed by conclusion of the contract and purchase in the store may be treated differently from a purchase contract that was already bindingly concluded online. The decisive factor is where and how the contract was actually concluded.
3. Exercising the Right of Withdrawal
To exercise your right of withdrawal, you must inform us of your decision to withdraw from this contract by means of a clear statement:
eigensinnig Showroom KG
Sankt-Ulrichs-Platz 4/2
1070 Vienna
Austria
Email: shop@eigensinnig-wien.com
You may declare your withdrawal in particular by email or letter.
You may also submit your withdrawal electronically using our “Withdraw from Contract” function.
You may also use the model withdrawal form provided below. Use of this form is not mandatory.
To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
4. Returning the Goods
After declaring your withdrawal, you must return or hand over the goods to us without undue delay and in any event no later than 14 days from the day on which you informed us of your withdrawal.
The return deadline is met if you send the goods before the 14-day period has expired.
You generally bear the direct costs of returning the goods, unless we expressly offer you free return shipping in an individual case or mandatory statutory provisions provide otherwise.
Where required by applicable law, the obligation to bear return shipping costs applies only if you were informed of this before the contract was concluded.
If eigensinnig wien voluntarily assumes the return shipping costs in an individual case, we will provide you with the relevant return instructions and, where applicable, a return shipping label. Such a goodwill decision does not create any entitlement to free return shipping in other cases.
Please package the goods carefully and securely for return.
The exercise of a statutory right of withdrawal is not conditional upon the original packaging or the original invoice being available.
5. Inspection of the Goods and Diminished Value
You may inspect the goods to the extent necessary to establish their nature, characteristics and functioning.
You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.
Use, damage or alteration of the goods beyond what is necessary for such inspection may therefore result in an appropriate deduction reflecting the diminished value, insofar as permitted by applicable law.
A statutory right of withdrawal is not excluded merely because the goods have been unpacked or tried on or inspected to the extent necessary for examination.
6. Effects of Withdrawal
If you validly withdraw from this contract, we will reimburse all payments received from you, including the cost of the least expensive standard delivery method offered by us.
Any additional delivery costs resulting from your choice of a delivery method other than the least expensive standard delivery method offered by us will not be reimbursed, insofar as legally permitted.
The reimbursement will be made without undue delay and no later than 14 days from the day on which we receive your communication concerning your withdrawal from this contract.
For contracts for the sale of goods, we may withhold reimbursement until we have received the goods back or until you have provided evidence that you have returned the goods, whichever occurs first.
Unless expressly agreed otherwise, we will use the same means of payment for the reimbursement that you used for the original transaction, provided that you do not incur any additional costs as a result.
7. Exceptions to the Right of Withdrawal
A statutory right of withdrawal does not apply, or may be excluded, where and to the extent permitted by the applicable law.
This applies in particular to goods that are made to the customer's specifications or are clearly personalized or tailored to the customer's individual needs.
An exclusion applies only to the specific item or variant that actually meets the statutory requirements for such an exception.
The mere designation of an item as a special order, special size, individual variant or an item specially ordered for a customer does not automatically exclude the right of withdrawal. In particular, the statutory right of withdrawal generally remains applicable to standardized goods that are merely specially ordered.
Where only individual variants of a product are actually made to the customer's specifications or personalized, any legally permitted exclusion applies only to that specific variant and not automatically to all variants of the product.
Further statutory exceptions may apply depending on the nature of the goods or services and the applicable law.
8. Defective, Incorrectly Delivered or Damaged Goods
This withdrawal and return policy does not limit any statutory warranty or consumer rights.
If an item is defective, has been delivered incorrectly or was already damaged when you received it, please contact us at:
In such cases, the applicable statutory warranty and consumer rights apply regardless of:
- whether the goods were purchased online or in our physical store,
- whether the 14-day withdrawal or return period has already expired,
- and whether a voluntary right of return applies to the goods concerned.
9. Voluntary Worldwide Return Policy for Distance Purchases
Where you are not entitled to any more extensive mandatory statutory right, eigensinnig wien generally offers a voluntary return option for goods purchased through our online shop or by other means of distance selling within 14 days of receiving the goods.
This voluntary return policy does not apply to purchase contracts concluded directly in our physical store, unless we expressly agree otherwise in an individual case.
The voluntary return option is subject to the condition that the goods are not covered by a legally permitted or expressly agreed exception.
The customer generally bears the direct costs of returning the goods.
We may voluntarily assume the return shipping costs in individual cases. Such a goodwill decision does not create any entitlement to free return shipping in other cases.
Mandatory statutory rights under the applicable law remain unaffected in all cases.
10. Processing and Refunds
Once we receive the returned goods, we will inspect and process the return as quickly as possible.
You will receive an email once your return has been processed and the refund has been initiated.
Any mandatory statutory refund deadlines remain unaffected.
Model Withdrawal Form
If you wish to withdraw from the contract, you may use and submit this form. Use of this form is not mandatory.
To:
eigensinnig Showroom KG
Sankt-Ulrichs-Platz 4/2
1070 Vienna
Austria
Email: shop@eigensinnig-wien.com
I/We () hereby give notice that I/We () withdraw from my/our () contract for the purchase of the following goods () / the provision of the following service (*):
Goods / Service:
....................................................................................
Ordered on (*):
....................................................................................
Received on (*):
....................................................................................
Order number:
....................................................................................
Name of consumer(s):
....................................................................................
Address of consumer(s):
....................................................................................
Email address:
....................................................................................
Date:
....................................................................................
Signature of consumer(s)
(only if this form is submitted on paper):
....................................................................................
(*) Delete as appropriate.
