Refund policy
Right of Return / Cancellation Policy
Right of Withdrawal (EU-wide) – 14 Days for Consumers
You have the right to cancel your order within 14 days without giving a reason, provided the goods were delivered to an EU country. The withdrawal period is 14 days from the day on which you, or a third party named by you, received the goods.
To exercise your right of withdrawal, please contact us at:
info.decarbonize@gmail.com
Conditions for Returns
For a return to be accepted, the item must:
- be in the same condition as when you received it
- be unworn and unused
- have all tags attached
- be in its original packaging
- include proof of purchase (receipt or order number)
These conditions apply to our voluntary return process. Your statutory rights, particularly your right of withdrawal, remain unaffected.
Return Process
To initiate a return, please contact us via email.
Returns must be sent to the following address:
DeCarbonize – Ana Cardinal-Kraus
Friedrich-Ebert-Str. 28
50321 Brühl
Germany
Return Labels
If you exercise your statutory right of withdrawal, you bear the direct costs of the return shipment. In the case of valid claims regarding defective or incorrectly delivered goods, we will cover the necessary return costs and, if applicable, provide you with a pre-paid return label.
For returns from abroad (outside Germany), customers must organize and pay for the return shipment themselves.
Please contact us before returning the item if possible, so that we can process the return smoothly. Your statutory rights, particularly your right of withdrawal, remain unaffected by this.
Inspection of goods and loss of value
Upon receipt, you may inspect the goods just as you would in a retail store.
You are only liable for any loss in value of the goods if that loss results from handling the goods in a way that was not necessary to check their nature, characteristics, and functioning.
Therefore, simply opening the packaging or reasonably inspecting or trying on the goods does not automatically result in the loss of your right of withdrawal.
For shoes, we recommend trying them on only on a clean surface to avoid preventable signs of wear.
Damaged, defective, or incorrectly delivered items
Please check your order upon receipt.
If an item arrives damaged or defective, or if you receive the wrong item, please contact us at:
info.decarbonize@gmail.com
Please provide your order number and a brief description of the issue. Photos can help us process your claim more quickly.
In the event of a valid claim, we will cover the necessary return shipping costs and, if applicable, provide you with a pre-paid return label.
Your statutory warranty rights remain unaffected by this.
Exchanges
If you wish to exchange an item, please return the original item.
Once the refund has been successfully processed, you can place a new, separate order for the desired item.
Refunds
Once we have received and inspected your return, we will inform you of the refund status. If the return is approved:
- the refund will be processed within 10 business days
- to your original payment method
Please note that banks or credit card providers may require additional processing time.
If you have not received a refund after 15 business days, please contact us again at: info.decarbonize@gmail.com.
Notice of Right of Withdrawal
Right of withdrawal
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 named by you who is not the carrier, took possession of the goods.
To exercise your right of withdrawal, you must inform us (DeCarbonize, Owner: Ana Cardinal-Kraus, Friedrich-Ebert-Str. 28, 50321 Brühl, Germany, E-mail: info.decarbonize@gmail.com) of your decision to withdraw from this contract by means of an unequivocal statement (e.g., a letter sent by post or an e-mail). You may use the attached model withdrawal form for this purpose, but it is not mandatory.
Electronic withdrawal function
You may also declare your withdrawal using the electronic withdrawal function provided on our website. You can find the electronic withdrawal function in your customer account or in the order section for your order. There, within the applicable withdrawal period, you can select the relevant order and electronically declare and confirm your withdrawal. After submitting the withdrawal, you will receive an elec
...electronic confirmation of receipt of your withdrawal.
Your right to declare your withdrawal by other means—such as by email or letter—remains unaffected.
To meet the withdrawal deadline, it is sufficient for you to send the notification regarding 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 all payments received from you—including delivery costs (with the exception of additional costs resulting from your choice of a delivery method other than the least expensive standard delivery offered by us)—without undue delay and in any event no later than 14 days from the day on which we are informed of 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 you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.
We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
Return of goods
You must send back or hand over the goods to us without undue delay and in any event no later than 14 days from the day on which you communicate your withdrawal from this contract to us:
DeCarbonize Inh. Cardinal-Kraus
Friedrich-Ebert-Str. 28
50321 Brühl
Germany
The deadline is met if you send back the goods before the period of 14 days has expired.
Return costs
We provide a pre-paid return label for returns within Germany. For returns from abroad (outside Germany), you bear the direct costs of the return yourself.
You are liable for any diminished value of the goods resulting from the handling of the goods other than what is necessary to establish the nature, characteristics, and functioning of the goods.
Non-existence of the right of withdrawal / Exceptions
There is no right of withdrawal for:
- goods that are unsuitable for return for reasons of health protection or hygiene if their seal has been removed after delivery
- custom-made or personalized products
As we offer fashion items (cork bags & shoes), no exceptions apply regarding perishable goods, liquids, or hazardous materials.
Withdrawal Form - sample
(If you wish to withdraw from the contract, please fill out this form and send it back to us.)
To:
DeCarbonize
Proprietor: Ana Cardinal-Kraus
Friedrich-Ebert-Str. 28
50321 Brühl
Germany
Email: info.decarbonize@gmail.com
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):
Signature of consumer(s) (only if notification is on paper):
Date:
(*) Delete as appropriate.