Lichtenauer Backformen GmbH

Refund Policy

1. Introduction and Purpose

Our commitment to customer satisfaction means that we strive to ensure that every product you purchase from us meets your expectations. However, we understand that there may be occasions when you need to return a product due to damage or defects.

Our Refund Policy is designed to make this process as smooth and hassle-free as possible, providing you with options for refunds or exchanges to ensure your satisfaction.

Last updated: April 09, 2024

1.1 General Conditions

For all returns, exchanges, and refunds, the following conditions must be met:

  • The request for a return or exchange must be made within 3 days of receiving the order.
  • Products must be returned in their original packaging, including all accessories.
  • Proof of purchase (receipt or order confirmation) is required.

1.2 Right of Withdrawal

1.2.1 For EU Customers

In compliance with EU consumer protection laws, you have the right to withdraw from your purchase within 14 days of receiving the goods without giving any reason. This 14-day period is designed to allow you to evaluate the product as you would in a physical store.

1.2.2 To Exercise Your Right of Withdrawal

  • Contact our Customer Service team within 14 days of receiving your order to initiate the return process.
  • We will provide you with a return form and detailed instructions on how to return the product (or complete the form below).
  • The product must be sent back to us 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.
  • You will be responsible for the direct cost of returning the goods.

1.2.3 Refunds for Withdrawal

  • Upon receiving the returned item and verifying its condition, we will process your refund, including the original shipping cost, within 14 days.
  • We reserve the right to reduce the amount refunded for any loss in value of the goods if the loss is the result of unnecessary handling by you.

1.2.2 Reporting Damages

1.3 Handling Damaged Goods

1.3.1 Eligibility for Exchange

We accept exchanges for products that are damaged or defective, making them unusable. Please note: that minor aesthetic defects that do not affect the functionality of the product do not qualify for an exchange.

1.3.2 Return Procedure

If your product qualifies for an exchange due to damage, we will provide detailed instructions for the return process.

1.3.3 Inspection and Approval

Depending on the product state, we can ask for the product return. Upon receiving the returned item, we will conduct a thorough inspection. If the return is approved, we will proceed with the exchange process. If the item is out of stock, we may offer a refund instead

1.4 Refunds

1.4.1 Refund Options

Preferred Method: We strongly encourage accepting a coupon for the full value of the product plus an additional discount on your next order as our preferred method of refund. This allows us to offer you immediate value and a smoother resolution.
Monetary Refund: If you opt for a monetary refund, it will be processed back to the original method of payment unless otherwise requested. Please allow up to [insert number of days] business days for the refund to appear on your statement.

1.4.2 Processing Time

Please allow a reasonable processing time for refunds and exchanges to be completed. We aim to process all requests promptly, but delays can occur due to verification and processing requirements.

For bank and credit card please allow up to 30 days to receive your money back.

1.5 Contact Information

For any questions or concerns regarding our Refund Policy, or to initiate a return, exchange, or refund, please contact our Customer Service using any of the methods below:

Lichtenauer Backformen GmbH
Address: Rachower Moor 6, D – 19406 Sternberg, District of Ludwigslust – Parchim / Mecklenburg – Western Pomerania, Germany.
Phone: +49-(0)152 593 81 074

We value your business and will do everything we can to resolve any issues with your order to your satisfaction.

1.6 Return form

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