Returns and Complaints
Customers have the right to withdraw from the concluded agreement without stating a reason within a period of 14 days, counted from the day on which the Customer or a third party indicated by the Customer (not being the carrier) acquires possession of the goods.
In order to exercise the right to withdraw from the agreement, the Customer is required to inform the company atthrea GmbH, Kurfürstenstr. 114, 10787 Berlin, Germany, [email protected] (hereinafter referred to as “atthrea”), about their decision to withdraw from the concluded agreement through an unambiguous statement, for example, by sending a letter via traditional mail or by email. The Customer is also entitled to use the withdrawal form template provided below, however, this is not obligatory.
The deadline for withdrawing from the agreement will be deemed met if the statement of withdrawal from the agreement is sent before the expiration of the 14-day withdrawal period from the agreement.
Consequences of Withdrawal from the Agreement
In the event of withdrawal from the agreement, all payments received from the Customer, including the costs of delivering the goods (with the exception of additional costs resulting from the Customer’s chosen method of delivery other than the cheapest standard delivery method offered by us), will be refunded without undue delay, but no later than 14 days from the day on which we were informed of the Customer’s decision to exercise the right to withdraw from the concluded agreement. For the refund, the same payment methods will be used as those used in the initial transaction, unless explicitly agreed otherwise; however, under no circumstances will the Customer be charged any fees in connection with this refund. We hereby inform that atthrea is entitled to withhold the refund until we have received the returned goods or until the Customer has provided proof of return shipment of the goods – whichever occurs earlier.
In the case of a valid withdrawal from the agreement, the goods must be returned immediately, no later than 14 days from the day on which the withdrawal from the agreement was made, to the following address: atthrea GmbH Kurfürstenstr. 114, 10787 Berlin, Germany
The deadline for returning the goods will be considered met if the Customer sends the shipment before the expiration of the 14-day period from the day of withdrawal from the agreement.
In the case of withdrawal, the Customer is obliged to bear the direct costs of returning the goods. The Customer will be obligated to cover the costs of any loss of value of the goods, only in cases where such loss results from handling the goods in a manner not necessary to ascertain their quality, properties, or functioning.
Additionally, the right to withdraw from the agreement does not apply in the case of the following agreements:
- For the delivery of sealed goods that are not suitable for return due to health or hygiene reasons if their seal has been removed after delivery.
- In the case of digital products.
End of the Right of Withdrawal from the Agreement.
Template for Withdrawal from the Agreement:
If the Customer wishes to withdraw from the agreement, they are requested to complete and send the following form:
To: atthrea GmbH, Kurfürstenstr. 114, 10787 Berlin, Germany, Email: [email protected].
I/we () hereby withdraw from the contract for the sale of the following goods () / the contract for the provision of the following services (),
- Ordered on ()/received on (*) Name of consumer(s),
- Address of consumer(s),
- Consumer(s) signature (only if this form is notified on paper),
- Date
(*) Cross out the inappropriate option.
Exceptions to the Right of Withdrawal from the Agreement:
The right to withdraw from the agreement does not apply in the case of agreements for the supply of sealed goods that are not suitable for return due to health or hygiene reasons if the sealing has been removed after delivery to the Customer.
The right to withdraw also does not apply in the case of entering into an agreement for the delivery of digital content that is not stored on a physical medium if atthrea has commenced the execution of this agreement after the Customer has given explicit consent to commence the execution of the agreement and has acknowledged that by giving consent, they lose the right to withdraw from the agreement from the moment of commencing the execution of the agreement.
Free Gifts:
We hereby inform that, as part of marketing promotions, atthrea offers free gifts that are either bundled with the purchased item or included in the total price of the order. A collective order involves choosing a free gift alongside the item the Customer intends to purchase within the order. In the case of returning the item or withdrawing from the agreement, the Customer is also obligated to return any associated gifts as per the above notice regarding the withdrawal from the agreement or return the difference in value of the free gift to atthrea.
Discount Coupons:
In the event that a discount coupon is tied to a minimum order value, and the Customer makes a statement of withdrawal from the agreement that reduces the Customer’s payment obligation below the minimum order value, the discount coupon loses its validity for that order and will not be considered in the settlement. This means that the Customer will be required to pay the regular price for the remaining portion of the order after the withdrawal from the agreement, without accounting for the discount coupon.
If the minimum requirements (e.g., minimum purchase value) for receiving a free gift are no longer met due to a return, the Customer is also obligated to return the free gift to atthrea in an undamaged condition. If the Customer chooses to keep the free gift, the value of the gift will be deducted from the refund amount.
Returning Items by Mail:
The Customer is requested to complete the return form and include it in the package with the items they wish to return. It is required that the item number matches the number indicated on the barcode label of the item. The item should be securely packaged for return.
If the Customer wishes to return multiple orders, they are requested to send each order separately. This helps the logistics department correctly associate the orders and process the returns accurately and efficiently.
The return address for atthrea is:
KAAB GMBH / ATTHREA
MALTITZ 35 A
02627, WEISSENBERG
GERMANY
When returning items, it is advisable for the Customer to request a receipt or proof of shipment. Keeping the receipt is recommended until the refund is received.
We inform that atthrea does not reimburse any costs for products obtained from sources other than our website.