Withdrawal, complaints and repairs
Draft for owner approval before production. Technical checks do not replace legal review.
Version: 2026-10-18.3
Katarzyna Guelib · VRACHIOLIElsendeich 18, 47559 Kranenburg, Germany
shop@vrachioli.com · +49 177 5464296
§ 1. I have changed my mind. Can I cancel my individual order?
If we have concluded a contract for a bracelet made to your individual specifications or clearly tailored to your personal needs, the statutory 14-day right to withdraw without giving a reason does not apply (section 312g(2)(1) BGB). Handmaking, selecting a standard model or ticking a box alone does not establish this exception. Before contracting, we explain whether it applies to your order. An order not yet dispatched is not automatically cancellable. This also applies before work starts, during production and after the bracelet is finished. For example, a message saying ‘I have changed my mind; please refund me’ when the bracelet is ready to ship does not by itself end the contract or establish a right to a refund. Voluntary cancellation: send your request to the owner on the day the contract is concluded or by the end of the following calendar day, using German time (Europe/Berlin). This means acceptance of the agreed offer described in section 4, not merely starting a conversation. A timely request does not guarantee approval. Cancellation requires the owner's express confirmation. Later requests are outside this voluntary option. Any different cancellation terms individually agreed beforehand will be respected. This short deadline applies only to voluntary cancellation of orders covered by that exception. It does not shorten a statutory withdrawal right where one exists (section 6), restrict defect complaints or other statutory remedies, including for failure to perform the contract. Acknowledging that you have read these rules does not waive statutory rights.
§ 2. Withdrawal without exception
Consumers have 14 days, normally from receipt, with statutory split-delivery rules. Send a clear declaration through the website, email or post before expiry; return within 14 days of declaration. Refunds including cheapest offered standard delivery are due within 14 days; the seller may await goods or dispatch evidence, whichever comes first. Use the original payment method unless a free alternative is agreed. Return postage is borne by the customer only after proper prior disclosure.
§ 3. Seals
A seal, sticker or mark identifies the product. Breaking it does not automatically remove withdrawal or complaint rights. Actual value loss through handling beyond necessary examination follows section 357a BGB after proper information. No automatic broken-seal fee or compulsory original packaging applies.
§ 4. The bracelet has a defect or differs from our agreement
Making a complaint does not automatically entitle you to a refund. Describe the problem and when you noticed it. We may ask for photos and, if necessary, inspect the returned item. Photos help assessment but are not a mandatory condition of making a claim. Report to shop@vrachioli.com with purchase details and description. Photos help but other evidence remains possible. Justified repair/replacement and necessary transport, labour and materials cost the seller (section 439 BGB). Other remedies include price reduction or withdrawal for a defect as provided by law. New goods: generally 2 years after delivery (section 438), with the first-year presumption and exceptions (section 477).
§ 5. Interference and paid repairs
The cause may be investigated. Free correction of particular misuse/interference damage may be refused only where the seller is not legally responsible, respecting evidence rules. A broken seal does not prove all fault causes. Paid repairs require prior agreement on price, work, timing and both shipping costs. Complaints do not automatically become paid services.
§ 6. Guarantees, law and disputes
Additional guarantees require a separate statement and do not limit statutory rights (section 443 BGB). German law applies with applicable mandatory protection of the consumer's habitual-residence country. No exclusive seller court is imposed. Contact the seller about disputes; statutory remedies remain.
§ 7. Who pays for shipping?
Statutory withdrawal: you pay direct return postage if informed before purchase and unless agreed otherwise. A justified defect claim: the seller pays necessary transport, repair or replacement costs. You may voluntarily pay return postage upfront; we will reimburse the necessary cost once the claim is confirmed as justified. Keep proof of postage or payment showing the amount; electronic evidence is acceptable. Reimbursement can be made by bank transfer after agreeing the details. You do not always have to pay upfront: you may request an advance for costs payable by the seller; we can also provide a prepaid label. A voluntary paid repair of damage for which the seller is not responsible: you may pay for the repair and shipping both ways after accepting the quote and conditions. Making a complaint does not authorise a paid service.