At oilstonery (“we”, “us”, or “our”), we strive to ensure that every customer is fully satisfied with their purchase. This Return and Refund Policy governs all orders placed through www.oilstonery.com and is structured in strict compliance with applicable German and European consumer protection regulations, including the statutory Right of Withdrawal for distance selling.
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1. Right of Withdrawal (14-Day Statutory Cooling-Off Period)
As a consumer residing in the European Union, you are entitled to a statutory 14-day Right of Withdrawal without giving any reason, in accordance with EU consumer rights directives and German civil law (§ 355 BGF).
Withdrawal Period: The withdrawal period expires 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.
How to Exercise Your Right: To exercise the right of withdrawal, you must inform us (oilstonery, operating via aroma@oilstonery.com) of your decision to withdraw from this contract by an unequivocal statement (e.g., an email sent to aroma@oilstonery.com). You may use the optional Model Withdrawal Form set out at the end of this policy, though it is not obligatory.
Timely Dispatch: To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the 14-day withdrawal period has expired.
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2. Effects of Withdrawal and Returns
If you withdraw from this contract, we shall reimburse all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract.
Reimbursement Method: We will carry out such reimbursement using the same payment means 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.
Withholding 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 Shipping Costs: You shall send back the goods or hand them over 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 bear the direct cost of returning the goods.
Return Address: All authorized returns must be shipped to the following address:
> oilstonery Returns
> [Insert Return Warehouse Address, e.g., Street Name, City, Postal Code, Germany]
Condition of Goods: You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.
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3. Damaged, Defective, or Incorrect Items
We carefully inspect all items prior to shipment. However, if you receive a product that is defective, damaged in transit, or incorrect, you are protected under statutory warranty rights.
Reporting an Issue: You must notify us via email at aroma@oilstonery.com within a reasonable timeframe after receipt of the goods, providing clear photographic evidence of the defect, damage, or discrepancy.
Resolution Without Return Requirement: For items arriving damaged or defective, customers are generally not required to physically return the damaged item, provided sufficient photographic evidence is submitted and verified via email.
Remedy: Upon verification of the defect or damage, oilstonery will, at your preference (subject to feasibility), issue a full refund to your original payment method or arrange an immediate free replacement dispatch via our logistics partners.
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4. Shipping Delays and Carrier Investigations
We dispatch orders using major international logistics partners, including DHL, FedEx, and UPS Priority services.
Standard Delivery Times: Estimated delivery windows are provided at checkout, but transit times may vary depending on destination customs clearance and regional carrier operations within Europe.
Delayed Shipments: If an order exceeds standard maximum delivery timeframes, oilstonery will formally open an official investigation with the respective carrier (DHL, FedEx, or UPS).
Outcome: Depending on the official findings and actual status provided by the carrier investigation, oilstonery will determine whether a full refund or a replacement shipment is issued to resolve the matter.
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5. Accepted Payment Methods
We support a secure variety of modern electronic payment methods processed via secure checkout infrastructure, ensuring smooth, encrypted transactions:
Credit and Debit Cards: Visa, Mastercard, American Express.
Digital Wallets: Apple Pay, Google Pay.