This Refund and Return Policy sets out the conditions under which Flat & Fold Haushaltswaren UG handles returns, exchanges, delayed deliveries, and monetary reimbursements for transactions completed via www.flatandfold.com. All procedures are operated in strict compliance with applicable European Union consumer directives.
1. Business Identity and Contact Details
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Operating Entity: Flat & Fold Haushaltswaren UG
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Registered Business Address: Friedrichstraße 123, 10117 Berlin, Germany
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Telephone Number: +49 30 12345678
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Customer Support Email: support@flatandfold.com
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Website: www.flatandfold.com
2. Statutory Right of Withdrawal (14 Days)
In accordance with European consumer legislation, customers residing within European territories have the statutory right to withdraw from their purchase agreement within 14 days without stating a reason.
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Withdrawal Period: The 14-day cancellation window commences on the day on which the customer, or a designated third party (other than the courier), acquires physical possession of the items.
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Notification Requirement: To exercise the Right of Withdrawal, the customer must submit an unequivocal written statement declaring their intent to cancel the purchase via email to support@flatandfold.com within the 14-day limit.
European Return Address for Standard Withdrawal:
Unless an alternative instruction is provided directly by customer support in writing, items being returned under the statutory Right of Withdrawal must be sent to our official company address:
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Recipient: Flat & Fold Haushaltswaren UG
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Address: Friedrichstraße 123, 10117 Berlin, Germany
Returned items must be sent back without undue delay following the submission of the withdrawal notice.
3. Damaged or Defective Items
If an item is received in a damaged or defective condition, customers are not required to return the damaged physical unit.
Procedure for Damaged Items:
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Contact customer support by emailing support@flatandfold.com after receiving the item.
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Provide clear photographic evidence demonstrating the defect or physical damage, along with the associated order number.
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Upon verification of the photographic evidence, Flat & Fold Haushaltswaren UG will execute either a full refund or dispatch a replacement item without requiring the return of the damaged product.
4. Shipping, Logistics, and Delayed Deliveries
Flat & Fold Haushaltswaren UG partners with established logistics networks, including DHL, FedEx, and UPS Priority services, to deliver orders across European regions.
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Standard Transit Time: Deliveries to European addresses require between 5 and 12 business days following dispatch.
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Tracking Updates: Automated tracking emails are sent to the customer’s designated email address at key operational milestones, including initial order dispatch, arrival at transfer facilities, and final local distribution phases.
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Delayed Shipments Investigation: If a delivery exceeds the standard 12-business-day timeframe, the customer should inform customer support at support@flatandfold.com. Flat & Fold Haushaltswaren UG will initiate an official investigation with the logistics carrier. Based on the outcome of the inquiry, Flat & Fold Haushaltswaren UG will proceed with either a full monetary refund or a replacement dispatch.
5. Refund Method and Processing
Reimbursements will be issued using the original payment mechanism utilized during checkout unless explicitly agreed otherwise.
Supported Payment Channels:
Refund transactions are processed directly back to the original source, which includes:
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Visa
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Mastercard
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American Express
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Apple Pay
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Google Pay
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Digital Wallets
Once approved, refunds are initiated promptly through standard payment channels.