Refund policy

⚠️ Important Notice for Customers

We operate as an online drop shipping store serving customers across Germany and the European Union. All purchases are subject to the following policy, which fully complies with the EU Consumer Rights Directive 2011/83/EU and German consumer law (BGB).

Your legal rights as an EU/German consumer are protected and cannot be waived or overridden by any terms in this policy.


1. Geltungsbereich / Scope

This policy applies to all orders placed through our online store by consumers (natural persons acting outside their trade or profession) in Germany and the European Union.

Legal frameworks this policy is based on:

  • EU Consumer Rights Directive 2011/83/EU
  • German Civil Code (Bürgerliches Gesetzbuch – BGB), §§ 312, 355, 357, 434, 437, 438
  • EU Online Dispute Resolution Regulation (ODR)


2. Rückgabefrist / Return Window

We offer a 30-day return window. This means you have 30 days from the date you receive your item to request a return.

This exceeds the minimum 14-day EU statutory withdrawal right, giving you additional flexibility as our customer.


3. EU-Widerrufsrecht / 14-Day Right of Withdrawal

Regardless of our 30-day return window, as an EU/German consumer you have a statutory right to withdraw from this contract within 14 calendar days without giving any reason.


3.1 Withdrawal Period

The 14-day withdrawal period begins on the day you — or a third party designated by you (not the carrier) — takes physical possession of the goods.

For orders with multiple items delivered separately, the period starts from receipt of the last item.


3.2 How to Exercise Your Withdrawal Right

To exercise your right of withdrawal, you must inform us by a clear, unambiguous statement before the 14-day period expires. You can do this by:

  • Email: urbancartco@gmx.de
  • Using the Model Withdrawal Form in Section 10 of this policy

It is sufficient to send your withdrawal notice before the 14-day deadline expires. You do not need to wait for our confirmation.

4. Rückgabebedingungen / Return Conditions

To be eligible for a return within our 30-day window (beyond the statutory 14-day right), items must meet the following conditions:

  • Item is in the same condition as received
  • Unworn and unused (beyond reasonable inspection)
  • Original tags still attached where applicable
  • In the original packaging where possible
  • Accompanied by proof of purchase (order number or receipt)


Note: The conditions above (tags, packaging) do NOT apply to the statutory 14-day EU withdrawal right — you may return items even without original packaging under EU law.


5. Rücksendeadresse / Return Address

Please do not send returns without first contacting us. We will provide you with return instructions and a return address based on your specific situation.


5.1 How We Handle Returns

As a drop shipping store, we handle returns flexibly to make the process as easy as possible for you:


Low-value items (under €20): We will typically issue a full refund without requiring you to return the item. We will confirm this on a case-by-case basis.

Higher-value items (over €20): We will provide a return address (either our logistics partner or supplier warehouse) after you contact us.

Defective / wrong items: We will always cover return shipping costs and provide a prepaid return label or full reimbursement of shipping costs.


Contact us first to initiate any return: urbancartco@gmx.de

We will respond within 2 business days with specific return instructions and address.


6. Rücksendekosten / Return Shipping Costs

Who bears the cost of return shipping depends on the reason for the return:


Withdrawal / change of mind (14-day or 30-day): Return shipping costs are borne by the customer, unless stated otherwise in our return confirmation.

We will always refund your original standard delivery cost as part of any valid withdrawal or return.


7. Rückerstattungen / Refunds

7.1 Refund Approval

Once we receive and inspect your return (or confirm a refund-without-return for low-value items), we will notify you by email whether your refund has been approved.


7.2 Refund Timeline

If approved, your refund will be processed within 14 calendar days of:

  • The date we receive your returned item, OR
  • The date you provide proof of return shipment (whichever is earlier), OR
  • For low-value item refunds without return: within 14 calendar days of your return request approval


7.3 Refund Method

Refunds are always issued to your original payment method. We will not substitute store credit or vouchers without your explicit consent.


  • Credit / Debit Card: 5–7 business days (depending on your bank)
  • PayPal: 3–5 business days
  • SEPA Bank Transfer: 3–5 business days
  • Klarna / Buy Now Pay Later: as per Klarna’s refund policy


If more than 7 calendar days have passed since your refund was approved and you have not received it, please contact us at urbancartco@gmx.de.




8. Gesetzliche Gewährleistung / 2-Year Statutory Warranty

Under German law (§§ 434, 437, 438 BGB) and EU law, you are entitled to a 2-year statutory warranty from the date of delivery for any goods that are defective or not as described at the time of purchase.


This warranty works as follows:

  • First 12 months: The law presumes any defect existed at the time of delivery. The burden of proof is on us to prove otherwise.
  • Months 13–24: You must demonstrate that the defect existed at the time of delivery.


Under this warranty, you are entitled to:

  • Repair (Nachbesserung) as a first remedy
  • Replacement (Nachlieferung) if repair fails or is disproportionate
  • Full refund or price reduction if repair and replacement both fail


This 2-year statutory warranty cannot be shortened or waived. It applies in addition to our 20-day return policy.


9. Ausnahmen / Exceptions — Non-Returnable Items

The following items cannot be returned under the right of withdrawal (the 2-year warranty still applies to defective items):

  • Perishable goods (e.g. food, flowers, plants)
  • Custom-made or personalised items (e.g. engraved or made-to-order products)
  • Sealed hygiene or personal care products once opened (e.g. cosmetics, underwear, earrings)
  • Sealed audio, video recordings or software once unsealed
  • Digital content once download or streaming has begun
  • Hazardous materials, flammable liquids or gases
  • Gift cards and vouchers


Important: Sale items are NOT excluded from the right of withdrawal. You may return sale items under the same conditions as full-price items.


If you are unsure whether your item qualifies for a return, please contact us before sending anything back.






10. Rückgabe einleiten / How to Start a Return

Step 1: Email us at urbancartco@gmx.de with your order number and reason for return.

Step 2: We will respond within 2 business days with approval and return instructions (including address if applicable).

Step 3: If a physical return is required, pack your item securely and ship using a trackable method.

Step 4: Your refund will be processed within 14 calendar days of us receiving the item or return proof.


Do not send returns without prior approval — unapproved returns may be refused.


11. Muster-Widerrufsformular / Model Withdrawal Form

(Complete and return this form only if you wish to withdraw from the contract. It is not obligatory — a simple email also suffices.)


An:

[UrbanCartCo]

Return address provided upon request — contact: urbancartco@gmx.de


Hiermit widerrufe(n) ich/wir (*) den von mir/uns (*) abgeschlossenen Vertrag über den Kauf der folgenden Waren (*):

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):


Bestellt am (*) / erhalten am (*) — Ordered on (*) / received on (*): ___________________________

Name des/der Verbraucher(s) — Name of consumer(s): ___________________________

Anschrift des/der Verbraucher(s) — Address of consumer(s): ___________________________

Bestellnummer — Order Number: ___________________________

Unterschrift (nur bei Mitteilung auf Papier) — Signature (paper submission only): ___________________________

Datum — Date: ___________________________


(*) Unzutreffendes streichen / (*) Delete as appropriate.


12. Kontakt & Streitbeilegung / Contact & Dispute Resolution

For any questions about this policy or to initiate a return, please contact us:


This policy complies with EU Directive 2011/83/EU, BGB §§ 312–357, 434, 437, 438 | © 2026 UrbanCartCo