At hausgem.shop, we want customers to shop with confidence. This Return and Refund Policy explains your rights and the procedures applicable to order cancellations, withdrawals, returns, exchanges, damaged products, and refunds.

Nothing in this policy limits or excludes any mandatory consumer rights available under German or European Union law.

1. Statutory Right of Withdrawal

Consumers generally have the right to withdraw from an online purchase within 14 days without providing a reason.

The withdrawal period begins on the day on which you, or a third party designated by you other than the carrier, receives the goods.

For orders containing multiple products delivered separately, the withdrawal period begins on the day you receive the final product or final part of the order.

To exercise your right of withdrawal, you must inform us of your decision before the 14-day withdrawal period expires.

Please send your withdrawal notice to:

hausgem.shop
Email: info@hausgem.shop

Your message must clearly state that you wish to withdraw from the purchase contract. You do not have to provide a reason.

To help us identify your order, please include:

• Your full name

• Your order number

• The email address used to place the order

• The products you wish to return

• The date on which the products were received

Submitting a return request is not a condition for exercising your statutory withdrawal right. However, contacting us before sending the goods allows us to provide the correct return address and return instructions.

2. Returning Products After Withdrawal

After notifying us of your withdrawal, you must send the products back no later than 14 days from the date on which you informed us of your decision to withdraw.

Please contact us at info@hausgem.shop before sending a return. We will provide the applicable return address and instructions.

Products must not be returned to the address shown on the parcel or shipping label unless we expressly confirm that address as the correct return address.

You are responsible for ensuring that the return is sent to the return address provided by our customer service team.

We strongly recommend using a tracked shipping service and retaining the shipping receipt until your return and refund have been completed. hausgem.shop is not responsible for returned parcels that cannot be located because no valid tracking or proof of shipment is available.

3. Return Shipping Costs

When you exercise your statutory right of withdrawal because you changed your mind, ordered the wrong product, or selected the wrong size, you are responsible for the direct cost of returning the products.

Return shipping costs are not refundable in these circumstances.

If a product is defective, damaged, materially different from its description, or incorrectly supplied, hausgem.shop will bear the reasonable return shipping costs or provide another appropriate return solution.

Please do not return a damaged, defective, or incorrect product at your own expense before contacting us.

4. Product Condition and Inspection

You may inspect a product in the same manner as you reasonably would in a physical retail store to determine its nature, characteristics, size, and functionality.

Returned products should, where reasonably possible, be:

• Complete and undamaged

• Unwashed and unworn, except for reasonable fitting

• Free from stains, odours, pet hair, cosmetic marks, or other contamination

• Returned with their original accessories, labels, manuals, and packaging

• Securely packaged to prevent damage during return transport

The absence of original packaging does not automatically remove your statutory withdrawal right.

However, you may be responsible for any loss in value resulting from handling that goes beyond what is necessary to establish the nature, characteristics, and proper functioning of the product.

Any deduction for diminished value will be assessed reasonably and in accordance with applicable law.

5. Refunds Following Withdrawal

When you validly exercise your right of withdrawal, we will refund all payments received from you for the returned products, including the cost of the least expensive standard delivery method offered for the original order.

Additional delivery charges resulting from your choice of an expedited, premium, or more expensive delivery method are not refundable beyond the cost of our least expensive standard delivery option.

Refunds will be issued no later than 14 days after the date on which we receive your withdrawal notice.

However, we may withhold the refund until:

• We have received the returned products; or

• You provide acceptable evidence that the products have been sent back,

whichever occurs first.

Refunds will be made using the same payment method used for the original transaction unless you expressly agree to another method. You will not be charged a refund processing fee by hausgem.shop.

After we issue the refund, your bank, card provider, PayPal, or other payment provider may require additional processing time before the amount appears in your account.

6. Damaged, Defective, or Incorrect Products

Please inspect your order as soon as reasonably possible after delivery.

Contact us at info@hausgem.shop if your product is:

• Damaged during delivery

• Defective

• Incorrect

• Missing components

• Materially different from the product ordered or described

Please provide:

• Your order number

• A clear description of the issue

• Photographs or videos showing the product and the problem

• Photographs of the packaging and shipping label, where relevant

We will review the information and provide an appropriate remedy in accordance with applicable law. Depending on the circumstances, this may include repair, replacement, a price reduction, or a refund.

You should report visible shipping damage promptly so that we can investigate the matter with the carrier. A delay in reporting does not remove any mandatory statutory rights you may have.

7. Statutory Rights for Non-Conforming Goods

The 14-day right of withdrawal is separate from your statutory rights concerning defective or non-conforming goods.

Products sold to consumers are covered by the applicable statutory conformity and defect-liability rules. Where a product is defective or does not conform to the purchase contract, you may be entitled to repair or replacement free of charge.

Where repair or replacement is impossible, unsuccessful, disproportionate, or not completed within a reasonable time and without significant inconvenience, you may be entitled to an appropriate price reduction or termination of the contract, subject to applicable law.

This Return and Refund Policy does not create a separate commercial guarantee and does not restrict any statutory guarantee or warranty rights.

8. Exceptions to the Right of Withdrawal

The statutory right of withdrawal may not apply to certain products and contracts, including:

• Products made according to customer specifications or clearly personalised

• Products that may deteriorate or expire rapidly

• Sealed products that are not suitable for return for health protection or hygiene reasons after the seal has been removed

• Products that have become inseparably mixed with other goods after delivery

• Sealed audio, video, or software products after the seal has been removed

• Digital content not supplied on a physical medium where performance has begun after the consumer expressly consented to immediate performance and acknowledged the loss of the withdrawal right

• Other products or services excluded from the right of withdrawal under applicable law

An exception will only be applied where the legal requirements for that exception have been satisfied.

Discounted, promotional, or sale products are not automatically excluded from the statutory right of withdrawal.

9. Hygiene-Sensitive Products

Where a sealed product is unsuitable for return for health protection or hygiene reasons, the right of withdrawal may end once the protective seal has been removed.

This exception does not apply merely because a product has been removed from ordinary transport packaging. It applies only where the relevant statutory requirements are met.

Products received in a damaged, defective, or incorrect condition remain subject to applicable statutory rights.

10. Exchanges

For non-defective products, we do not guarantee direct exchanges.

The most efficient way to obtain another product, size, or variation is generally to return the original product in accordance with this policy and place a new order separately.

Where a product is defective or non-conforming, your statutory right to request repair or replacement remains unaffected.

11. Order Changes and Cancellations

If you wish to change or cancel an order before shipment, contact us immediately at info@hausgem.shop.

We will try to accommodate your request, but we cannot guarantee that an order can be changed or cancelled after it has entered processing or has been dispatched.

If the order has already been shipped, you may exercise your statutory right of withdrawal after receiving the goods, provided no legal exception applies.

12. Refused and Uncollected Deliveries

Refusing delivery or failing to collect a parcel does not necessarily constitute a clear exercise of the statutory right of withdrawal.

To ensure that your withdrawal is properly recorded, you should send an unequivocal withdrawal notice to info@hausgem.shop.

Where a parcel is returned because the customer provided an incorrect or incomplete delivery address, refused delivery without valid grounds, or failed to collect the parcel, reasonable direct costs incurred may be taken into account where permitted by applicable law.

This does not affect your rights where the delivery failure was caused by hausgem.shop or the carrier.

13. Return Address

Do not send products without first obtaining the correct return instructions.

To request the applicable return address, contact:

Email: info@hausgem.shop

The return address may differ from the original shipping address, fulfilment centre, supplier address, or address printed on the parcel.

Sending a product to an unauthorised or incorrect address may delay the return and refund process.

14. Refund Status

If you have received confirmation that a refund was issued but the funds have not appeared in your account, please:

1. Check the original payment account used for the order.

2. Contact your bank, card issuer, PayPal, or payment provider.

3. Allow for the payment provider’s normal processing period.

4. Contact us at info@hausgem.shop if the refund remains missing after the provider’s stated processing period.

Please include your order number when contacting us.

15. Abuse and Fraudulent Claims

We reserve the right to investigate suspected return fraud, payment fraud, product substitution, false damage claims, or abuse of the return process.

This may include comparing returned products with order records, serial numbers, product identifiers, photographs, shipping weights, and other relevant information.

Nothing in this section permits hausgem.shop to refuse or restrict a valid statutory consumer right.

16. Contact Information

For questions concerning withdrawals, returns, damaged products, replacements, or refunds, contact:

hausgem.shop
Email: info@hausgem.shop

Please include your order number and the email address used to place the order so that we can assist you efficiently.