Return policy
Our return policy lasts 30 days. If more than 30 days have passed since your purchase, unfortunately, we cannot offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition in which you received it. It must also be in the original packaging.
Certain items are completely non-returnable. Perishable goods like food, flowers, newspapers, or magazines cannot be returned. We also do not accept products that are intimate or sanitary items, hazardous materials, or flammable liquids or gases.
Additionally, the following items cannot be returned:
- Gift cards
To complete your return, we require a receipt or proof of purchase. Please do not send your purchased items back to the manufacturer.
In certain situations, partial refunds are granted (if applicable):
- Books with obvious signs of use
- CDs, DVDs, VHS tapes, software, video games, cassettes, or vinyl records that have been opened
- Items not in their original condition, damaged, or missing parts for reasons not due to our error
- Items returned more than 30 days after delivery
Refunds (if applicable): Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If your refund is approved, it will be processed, and a credit will automatically be applied to your credit card or original method of payment within a few days.
Late or missing refunds (if applicable): If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, as it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at shop@vonderfactory.de.
Sale items (if applicable): Only regular priced items may be refunded; unfortunately, sale items cannot be refunded.
Exchanges (if applicable): We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at shop@vonderfactory.de and send your item to: von der Factory GbR, Rothenburg 43/44, Münster, NRW, 48143, Germany.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver, and they will be informed about your return.
Shipping
To return your product, you should mail it to: von der Factory GbR, Rothenburg 43/44, Münster, NRW, 48143, Germany.
You will be responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
The time it may take for your exchanged product to reach you may vary depending on where you live.
If you are shipping an item over €75, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.