Your satisfaction is important to us. Below you will find information regarding returns, cancellations, and complaints at ORIGNEE.
These notes supplement our statutory cancellation policy and your statutory warranty rights. The statutory rights of consumers are not limited by these guidelines.
Returns within the scope of the statutory right of cancellation
In the case of distance contracts, consumers generally have a statutory right of cancellation of 14 days. For goods, the cancellation period generally begins upon receipt of the goods.
If you would like to exercise your right of cancellation, please send us a clear declaration of cancellation, for example by e-mail to:
E-mail: info@orignee.de
It is not necessary to provide a reason for the cancellation.
Further details regarding the statutory right of cancellation, deadlines, and the model cancellation form can be found in our cancellation policy.
Return process
1. Contacting us
To help us process your return as quickly as possible, please provide the following information if possible:
- Order number
- Product name
- If applicable, the reason for the return
Providing a reason for return is voluntary when exercising the statutory right of cancellation.
2. Return information
After we receive your message, you will receive the necessary information for the return.
- For returns within Germany, we provide a free return label as part of our return service.
- For returns from other countries, the buyer is generally responsible for the direct costs of the return, unless there is a statutory warranty case or we have agreed otherwise on a case-by-case basis.
3. Packaging and return shipment
Please pack the goods carefully for return so that they are sufficiently protected during the return shipment.
Using the original packaging is helpful, but not a requirement for exercising the statutory right of cancellation.
4. Refund
In the event of an effective cancellation, we will refund the payments received from you in accordance with legal requirements.
The refund will generally be issued using the same payment method you used for the original order, unless otherwise expressly agreed.
We will also refund the costs of the cheapest standard delivery we offer. Additional costs resulting from your choice of a more expensive shipping method will not be refunded.
We may withhold the refund until we have received the goods back or you have provided proof that you have sent the goods back, unless we have offered to collect the goods ourselves.
Custom-made products excluded from the right of cancellation
The statutory right of cancellation does not apply, among other things, to goods that are not prefabricated and for which an individual selection or determination by the consumer is decisive for their production or which are clearly tailored to the personal needs of the consumer.
This may apply in particular to special sizes, custom dimensions, special colors, or comparable custom-made items produced according to customer specifications.
Whether a product is excluded from the right of cancellation is determined by the legal requirements of Section 312g (2) No. 1 of the German Civil Code (BGB).
Special regulation for deliveries to non-EU countries
For deliveries to non-EU countries, additional import duties, customs fees, import sales tax, local taxes, and customs clearance and handling fees charged by the shipping service provider may apply.
These costs are generally borne by the recipient, unless they have already been expressly stated during checkout or are covered by ORIGNEE.
If the recipient refuses to pay such fees and the shipment is returned to us as a result, the additional costs actually incurred may be taken into account in the refund to the extent permitted by law.
This may include, in particular:
- original shipping costs, insofar as these are not to be refunded under statutory regulations
- return costs
- customs or import costs
- customs clearance and handling fees of the shipping service provider
If a shipment cannot be properly delivered or returned due to a refusal of acceptance or non-payment of import costs for which the recipient is responsible, we will review the refund based on the specific circumstances and legal requirements.
Complaints regarding damaged or defective products
If a product arrives damaged, defective, or not as agreed in the contract, please contact us at:
E-mail: info@orignee.de
If possible, please provide us with the following:
- Order number
- Product name
- Description of the problem
- If applicable, photos of the affected product and the packaging
Our team will review your request as soon as possible and inform you about the next steps.
Depending on the type of defect and the legal requirements, options such as repair, replacement, price reduction, withdrawal from the contract, or other legal claims may be considered.
Your statutory warranty rights remain completely unaffected.
Transport damage
Please report obvious transport damage as soon as possible after receipt of the goods. A delayed report will not, however, lead to the loss of your statutory warranty rights.
Photos of the damaged packaging and the goods help us with processing and with any potential claims against the shipping service provider.
Important information
- For consumers, there is generally a statutory right of cancellation of 14 days for distance contracts.
- Providing a reason for return is not necessary for exercising the statutory right of cancellation.
- The original packaging is not a prerequisite for exercising the statutory right of cancellation.
- Custom-made goods or goods clearly tailored to personal needs may be excluded from the right of cancellation.
- Your statutory warranty rights in the case of defective goods remain unaffected.
- Further details can be found in our cancellation policy.
Contact
For questions regarding returns, cancellations, or complaints, you can reach us at:
ORIGNEE / LS Cologne UG
Stadtwaldgürtel 87
50935 Cologne
Phone: +49 (0) 221 2764 7851
E-mail:
info@orignee.de
