Returns and Complaints Policy
1. Right of Withdrawal
You have the right to withdraw from the purchase contract within 14 days without giving any reason. The withdrawal period will expire after 14 days from the day you receive the goods.
2. How to Exercise Your Right of Withdrawal
- Notification: To exercise your right of withdrawal, you must inform us of your decision by email at [email protected].
- Return Shipping: You are responsible for returning the goods to us at your own cost. Please send the goods to the following address:
atthrea GmbH
Kurfürstenstr. 114,
10787 Berlin, Germany
- Deadline: The goods must be sent back within 14 days from the day you communicate your withdrawal.
3. Conditions for Returns
- State of Goods: The goods must be unused, in the same condition that you received them, and in the original packaging.
- Documentation: Include proof of purchase (e.g., order confirmation, receipt).
4. Refunds
- Full Value Goods: If you return goods that are not faulty and are of full value, we will refund the amount you paid for the goods minus the original shipping costs, even if you benefited from free delivery.
- Processing Time: Refunds will be processed within 14 working days after the returned goods have arrived at our warehouse and have been inspected.
- Method of Refund: Refunds will be issued to the original method of payment unless otherwise agreed.
5. Legal Guarantee of Conformity
We honor the legal minimum guarantee for faulty goods as required by EU law:
- Duration: All products are covered by a two-year guarantee from the date of delivery.
- Coverage: This guarantee covers any lack of conformity existing at the time of delivery.
- Remedies: In case of faulty goods, you are entitled to have the goods brought into conformity free of charge by repair or replacement.
6. Complaints Procedure
If you have any complaints regarding our products or services:
- Contact Us: Please contact our customer service at [email protected] or call us at +49 170 219 0686.
- Resolution Time: We aim to resolve all complaints within 14 working days.
- Further Steps: If you are not satisfied with our response, you may seek remedies through alternative dispute resolution entities or legal action as permitted by law.