Refund policy
Consumer within the meaning of this Cancellation Policy
A consumer is any natural person who enters into a legal transaction for purposes that are predominantly neither attributable to their commercial nor their independent professional activity.
1. Statutory Right of Withdrawal
As a consumer, you have the right to withdraw from this contract within fourteen days without giving any reason. The withdrawal period begins on the day on which you, or a third party designated by you (who is not the carrier), take possession of the goods.
Start of the withdrawal period:
| Situation | Withdrawal period begins |
|---|---|
| Single order, single delivery | Upon receipt of the entire shipment |
| Single order, separate deliveries | Upon receipt of the last item |
| Deliveries in partial shipments | Upon receipt of the last partial shipment |
How to declare your withdrawal
Send us a clear statement by letter, fax, or email. You may use the statutory model withdrawal form below, but you are not obliged to do so.
Model Withdrawal Form
(If you wish to withdraw from the contract, please complete and return this form.)
To:
Holzspielzeug und Kunstgewerbe, Peter Ulbricht
Katrin Ulbricht
Bergmannsweg 15
09548 Kurort Seiffen
Germany
Email:
I/we () hereby withdraw from the contract concluded by me/us () for the purchase of the following goods () / the provision of the following service ():
___________________________________________
Ordered on () / received on ()
___________________________
Name of consumer(s)
___________________________________________
Address of consumer(s)
___________________________________________
Date
__________
Signature of consumer(s) (only if notified on paper)
____________________
(*) Delete as appropriate.
To meet the withdrawal deadline, it is sufficient that you send your declaration of withdrawal before the withdrawal period expires.
2. Return Conditions
We grant you a 14-day return policy from receipt of the goods. We want you to be satisfied with your purchase – if something is not right, we will be happy to help.
Requirements for a return:
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Items must be in their original, unused condition.
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The original packaging must be complete.
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A receipt or other proof of purchase must be provided.
How to initiate a return
Please contact us first by email at info@firma-ulbricht.de. After approval, you will receive a return label and detailed shipping instructions.
Please send the goods to:
Holzspielzeug & Kunstgewerbe – Peter Ulbricht
Bergmannsweg 15
09548 Kurort Seiffen
Germany
Note
Items returned without prior return authorization cannot be accepted.
3. Special Notes for Wooden Toys & Erzgebirge Handicrafts
Most of our products are handmade and hand-painted. Please handle them with appropriate care when inspecting them.
Hand-painted & handmade items
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Natural wood grain and slight variations in color or size are production-related and do not constitute defects.
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Please avoid direct contact with water or vigorous rubbing during inspection, as this may reduce the value of the item and may be charged to you in the event of a return.
Seasonal items (Christmas, Easter, etc.)
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Seasonal items may be returned within 14 days of receipt if unused and in their original packaging.
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We recommend ordering seasonal goods early and notifying us immediately if you are dissatisfied.
Erzgebirge folk art & decorative items
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The full 14-day return policy applies as long as the goods are returned unused and undamaged.
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Display items or goods marked as such are excluded from the right of return.
4. Exceptions – No Right of Return
The statutory right of withdrawal and our voluntary return policy do not apply to:
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Custom-made products: Personalized and engraved items.
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Individually engraved, painted, or custom-made wooden toys and decorations: These items are made specifically for you and are therefore excluded from return.
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Hygiene-sealed goods where the protective seal has been removed.
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Goods that have been inseparably mixed with other goods after delivery.
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Sale items and promotional goods marked as such.
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Hazardous materials, flammable liquids, or gases.
If you are unsure about a particular item, please contact us in advance – we will be happy to assist you.
5. Damaged or Incorrectly Delivered Goods
Please inspect your order immediately upon receipt. Handmade wooden products can be delicate. If an item arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery at info@firma-ulbricht.de.
If possible, please include photos of the issue so that we can help quickly and easily.
6. Exchanges
The fastest way to exchange an item is to return the received item and then purchase the desired item separately. This ensures that the desired item is still available.
7. Refunds
Once we have received and inspected your return, we will notify you by email whether the refund has been approved. If approved, the refund will be issued to your original payment method within 10 business days.
Please note that your bank or credit card provider may require additional processing time. If you have not received the refund within 15 business days after approval, please contact info@firma-ulbricht.de.
8. Effects of Withdrawal & Allocation of Costs
In the event of an effective withdrawal, we will reimburse you for the following amounts no later than 14 days after receiving your withdrawal notice.
What will be refunded?
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The full purchase price of the returned item.
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The original standard delivery costs. Additional costs resulting from a more expensive shipping method chosen by you will not be refunded.
Return shipping costs – who bears them?
We pay
Transport damage & incorrect delivery
If the goods were delivered damaged or the wrong item was delivered, we will bear the full return shipping costs.
Please contact us in advance at info@firma-ulbricht.de and document the damage with photos.
Buyer pays
Withdrawal without defect (e.g., change of mind or purchase error)
The buyer bears the return shipping costs.
Please return the goods only as an insured parcel. We cannot accept liability for loss or damage during return shipping without proof of insurance.
Important note on returns
Please always return goods as an insured parcel. Wooden toys and Erzgebirge handicrafts are delicate items, and adequate insurance protects you in the event of damage.
Shipments sent without proof of insurance are returned at your own risk.
Refunds will be made using the same payment method used for the original transaction, and no fees will be charged.
We may withhold reimbursement until we have received the goods back or you have provided proof of return shipment, whichever occurs first.
The goods must be returned within 14 days after your withdrawal notice. You are only liable for any diminished value of the goods if this results from handling beyond what is necessary to inspect the nature, characteristics, and functioning of the goods.
