Refund policy
Returns for consumers when ordering goods
Right of withdrawal for consumers when ordering goods
Below you will find information on the requirements and consequences of the statutory right of withdrawal for shipping orders. This does not imply any contractual granting of rights beyond those provided for by law. In particular, the statutory right of withdrawal does not apply to commercial resellers.
Right of withdrawal
You have the right to withdraw from this contract within fourteen days without giving any reason.
The revocation period is fourteen days from the day on which you or a third party named by you, who is not the carrier, took possession of the last goods.
To exercise your right of revocation, you must contact us (Prolana GmbH, Am Langholz 10, 88289 Waldburg, Tel.: +49 (0) 75 29 97210, E-Mail: info@prolana.com) of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post or e-mail). You can use the attached sample withdrawal form, but this is not mandatory.
To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your 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 the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of 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. For this repayment, we will use the same means of payment that you used for the original transaction, unless expressly agreed otherwise with you; under no circumstances will you be charged any fees for this repayment.
You will only be liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
1. for goods that can normally be returned by post, the following applies:
We may refuse to refund you until we have received the goods back or until you have provided proof that you have returned the goods, whichever is the earlier.
You must return or hand over the goods to us immediately and in any case within fourteen days at the latest from the day on which you inform us of the revocation of this contract. The deadline is met if you send the goods before the period of fourteen days has expired. We shall bear the costs of returning the goods.
2. for goods that cannot be returned normally by post, the following applies:
We will collect the goods. We will bear the costs of returning the goods.
Exceptions to the right of withdrawal
There are legal exceptions to the right of withdrawal (§ 312g BGB), whereby we reserve the right to invoke the following regulations against you: There is no right of withdrawal for contracts for the delivery of goods that are not prefabricated and for the manufacture of which an individual selection or determination by the consumer is decisive or which are clearly tailored to the personal needs of the consumer. It may expire prematurely in the case of contracts for the delivery of sealed goods which are not suitable for return for reasons of health protection or hygiene if their seal has been removed after delivery and in the case of contracts for the delivery of goods if they have been inseparably mixed with other goods after delivery due to their nature, as well as in the case of contracts for the delivery of sound or video recordings or computer software in a sealed package if the seal has been removed after delivery.
Please note vouchers and discounts:
If you have received a discount for your order in the form of our order discounts for the next purchase due to the order value reached and if the order value required for the discount received falls below the order value again due to a (partial) revocation, you will be charged the difference resulting from the discount received compared to the original order value without this discount.
Right of withdrawal for services
Below you will find instructions on the requirements and consequences of the statutory right of withdrawal for orders of services (e.g. vouchers). This does not imply any contractual granting of rights beyond those provided for by law. In particular, the statutory right of withdrawal does not apply to commercial customers.
Right of withdrawal
To exercise the right of withdrawal, you must inform us (Prolana GmbH, Am Langholz 10, 88289 Waldburg, phone: +49 (0) 75 29 97210, e-mail: info@prolana.com) of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post or e-mail). You can use the attached sample withdrawal form, but this is not mandatory.
To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your 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 the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of 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. For this repayment, 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 any fees for this repayment.
If you have requested that the services should commence during the withdrawal period, you must pay us a reasonable amount corresponding to the proportion of the services already provided up to the time at which you inform us of the exercise of the right of withdrawal with regard to this contract compared to the total scope of the services provided for in the contract.
Exceptions to the right of withdrawal for services
There are statutory exceptions to the right of withdrawal (§ 312g BGB), whereby we reserve the right to invoke the following provisions against you:
In the case of a contract for the provision of services, the right of withdrawal shall also expire if the trader has provided the service in full and has only started to provide the service after the consumer has given his express consent to this and at the same time confirmed his knowledge that he will lose his right of withdrawal if the trader fulfills the contract in full.
Sample withdrawal form
The "sample withdrawal form" mentioned in the above withdrawal instructions is reproduced below. You do not necessarily have to use it. You can also use our returns form for consignments of goods, which we enclose with every consignment, or formulate your withdrawal yourself in any case.
(If you wish to withdraw from the contract, please fill out this form and send it back to us).
- To Prolana GmbH, Am Langholz 10, 88289 Waldburg, e-mail: info@prolana.com
- I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the supply of the following service (*)
- Ordered on (*)/received on (*)
- Name of consumer(s)
- Address of consumer(s)
- Signature of consumer(s) (only for notification on paper)
- Date
_______________
(*) Delete as appropriate.
