Cancellation Policy and Withdrawal Form
Consumers have the right to cancel according to the following stipulations, where a consumer is any natural person who enters into a legal transaction for purposes that predominantly cannot be attributed to their commercial or independent professional activities:
Exclusion and Expiry of the Right of Withdrawal:
According to § 312g (2) no. 1 of the German Civil Code (BGB), the right of withdrawal does not apply to contracts for the supply of goods that are not prefabricated and for whose manufacture an individual selection or determination by the consumer is decisive, or which are clearly tailored to the personal needs of the consumer (e.g., all products with individually created print files on our website).
Customer Responsibility:
The customer is solely responsible for the accuracy of their provided information. This includes any text entered for customization, as well as the quality and suitability of images provided for printing. We cannot be held liable for errors such as spelling mistakes or poor image quality resulting from customer-provided content.
Replacement Policy:
We offer free replacements for defective items, such as receiving the wrong product or items that arrive damaged. However, errors resulting from incorrect information provided by the customer do not qualify for free replacements.
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Proof of Defect Requirement:
- "In the case of defective or incorrect items, the customer may be required to provide proof of the defect, such as photographs, before a replacement is issued. This helps us ensure that the issue is addressed properly and promptly."
Timeframe for Reporting Issues:
- "Customers must report any issues with their order, such as defects or incorrect items, within 14 days of receiving the product. Claims made after this period may not be eligible for free replacement."
No Returns for Personalized Items:
- "Due to the personalized nature of our products, we do not accept returns or exchanges unless the item is defective or incorrect. This policy ensures that each product is uniquely crafted to meet the specific needs and desires of the customer."
Image and Design Quality Disclaimer:
- "Please note that the final product's appearance may vary slightly from the digital mockup due to differences in screen color settings and the natural materials used in our products. We strive to create the best possible representation of your design but cannot guarantee a perfect match."
Customization Approval Process:
- "To avoid errors, we recommend that customers carefully review and approve all customization details before finalizing their order. Once an order is placed, changes to the design may not be possible."
Customer Service Support:
- "Our customer service team is here to help with any concerns or questions you may have during the customization process. Please don't hesitate to reach out if you need assistance with your order."
Processing and Production Time:
- "Please note that due to the custom nature of our products, processing and production times may vary. We aim to deliver your personalized item as quickly as possible, but high demand or complexity of the order may lead to longer production times."
For all other items that are not individually manufactured, you have the right to cancel this contract within fourteen days without giving any reason.
The withdrawal period is fourteen days from the day on which you or a third party named by you, who is not the carrier, have taken possession of the last goods.
To exercise your right of withdrawal, you must inform us (corso commerce UG (haftungsbeschränkt), Albrechtstraße 102, 12103 Berlin, Germany, email: support@ohmyvalentine.com) by a clear email statement of your decision to withdraw from this contract. You may use the attached model withdrawal form, but it is not obligatory.
To meet the withdrawal deadline, it is sufficient for you to send the communication concerning the exercise of the right of withdrawal before the withdrawal period has expired.
Consequences of Withdrawal If you withdraw from this contract, we shall reimburse to you all payments received from you, including delivery costs (with the exception of additional costs resulting from your choice of a type of delivery other than the least expensive standard delivery offered by us), without undue delay and at the latest within fourteen days from the day on which we received the notification of your withdrawal from this contract. For this reimbursement, we will use the same means of payment that you used for the original transaction, unless expressly agreed otherwise with you; in no case will you be charged for this reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
You must send back or hand over the goods to us without undue delay and in any event not later than fourteen days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of fourteen days has expired.
You will bear the direct cost of returning the goods.
You will only have to pay for any diminished value of the goods if this loss in value is due to handling them in a way that is not necessary for checking the condition, properties, and functionality of the goods.