Refund policy
1. Right of Withdrawal for Standard Items
1.1 Withdrawal Policy
You have the right to withdraw from this contract within 14 days without giving any reason.
The withdrawal period is 14 days from the day on which you, or a third party designated by you who is not the carrier, takes possession of the goods.
In the case of an order consisting of multiple goods delivered separately, the withdrawal period begins on the day you, or a third party designated by you, take possession of the last item.
1.2 Exercise of the Right of Withdrawal
To exercise your right of withdrawal, you must inform us of your decision to withdraw from this contract by means of a clear statement (e.g. by email or letter).
You may use the attached model withdrawal form, but this is not mandatory.
Contact details for withdrawal:
Guido Lautsch
Goldsmith | HAND-KUNST-WERK
Bahnhofstr. 33
77948 Friesenheim
Germany
Email: info@hand-kunst-werk.com
Phone: +49 (0)7821 991432
To meet the withdrawal deadline, it is sufficient that you send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
1.3 Effects of Withdrawal
If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (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 in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract.
We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.
Important: We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is earlier.
1.4 Return of Goods
You shall send back or hand over the goods without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us.
Return address:
Guido Lautsch
Goldsmith | HAND-KUNST-WERK
Bahnhofstr. 33
77948 Friesenheim
Germany
The deadline is met if you send back the goods before the 14-day period has expired.
You will bear the direct cost of returning the goods.
You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
Recommendation: Please return the goods with tracking, properly packaged, and in their original condition to avoid transport damage. This is not required for exercising your right of withdrawal but helps ensure smooth processing.
2. Exclusion of the Right of Withdrawal for Custom-Made and Personalized Items
2.1 Legal Basis
Pursuant to § 312g (2) No. 1 German Civil Code (BGB), there is no right of withdrawal for contracts for the supply of goods that are not prefabricated and for whose production an individual selection or determination by the consumer is decisive, or which are clearly tailored to the personal needs of the consumer.
2.2 Affected Products
The following items are excluded from the right of withdrawal:
- Custom lengths: Chains made to your individual length (e.g. wallet chains, trouser chains, key chains)
- Personalized engravings: Items with initials, symbols, logos, names, or dedications
- Custom configurations: Chains individually modified or assembled for you
- Made-to-measure items: Products manufactured according to your specific requirements and not suitable for resale
2.3 Notice Before Purchase
For all affected products, it is explicitly stated before purchase that the item is custom-made and that the right of withdrawal does not apply.
2.4 Warranty Rights Remain Unaffected
The exclusion of the right of withdrawal does not affect statutory warranty rights in the event of defects.
If a custom-made product is defective, damaged, or not as agreed upon delivery, statutory warranty rights apply without restriction (see section 3).
3. Warranty and Complaints / Defective Items
3.1 Statutory Warranty
Statutory warranty rights apply to all goods supplied.
For new goods, the warranty period is two years from delivery of the goods. In addition, we provide a functional guarantee for all components beyond this period.
3.2 Notification of Defects
If an item arrives damaged or does not meet the agreed specifications, please contact us immediately:
Email: info@hand-kunst-werk.com
Phone: +49 (0)7821 991432
Please include:
- Order number
- Product name
- Description of the defect (preferably with photos)
3.3 Remedy (Subsequent Performance)
In the event of justified claims, you are entitled to choose between:
- Repair (rectification): Free professional repair of the item
- Replacement delivery: Delivery of a defect-free item
This remedy is provided free of charge. We will bear all necessary costs, including transport, labor, and materials.
3.4 Further Rights
If the remedy fails, is impossible, or unreasonable, you are entitled to statutory rights:
- Reduction of the purchase price, or
- Withdrawal from the contract (in case of a significant defect)
You may also claim damages or reimbursement of expenses under statutory conditions.
3.5 Our Commitment
We strive to find a fast, straightforward, and fair solution in every case that satisfies both parties.
4. Return Address and Contact
Guido Lautsch
Goldsmith | HAND-KUNST-WERK
Bahnhofstr. 33
77948 Friesenheim
Germany
Email: info@hand-kunst-werk.com
Phone: +49 (0)7821 991432
5. Model Withdrawal Form
(If you wish to withdraw from the contract, please complete and return this form.)
To:
Guido Lautsch
Goldsmith | HAND-KUNST-WERK
Bahnhofstr. 33
77948 Friesenheim
Germany
Email: info@hand-kunst-werk.com
I/We () hereby give notice that I/We () withdraw from my/our () contract of sale of the following goods ():
Ordered on () / received on ():
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:
(*) Delete as appropriate.