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Thank you for shopping at pgmdress.shop.
This Return and Refund Policy explains the procedures applicable to cancellations, statutory withdrawal rights, returns, defective or incorrect products, and refunds.
For assistance with a return or refund, contact:
Email: info@pgmdress.shop
This policy does not exclude, limit, or replace any mandatory consumer rights available under applicable German or European Union law.
1. Statutory 14-Day Right of Withdrawal
If you are a consumer purchasing through our online store and applicable law grants you a statutory right of withdrawal, you generally have the right to withdraw from the purchase contract within 14 days without giving any reason.
For goods, the withdrawal period generally expires 14 days after the day on which you, or a third party designated by you other than the carrier, receives the goods.
Where multiple goods forming part of a single order are delivered separately, the withdrawal period generally begins when the final applicable item is received.
This statutory withdrawal right is separate from rights relating to defective, damaged, or non-conforming products.
2. Exercising Your Right of Withdrawal
To exercise your right of withdrawal, you must clearly inform us of your decision to withdraw from the contract before the applicable withdrawal period expires.
You may do so by email:
Your message should clearly indicate that you wish to withdraw from the purchase.
For efficient processing, you may also provide:
- Your name;
- Order number;
- Product concerned;
- Date of purchase;
- Date the product was received.
Providing these additional details helps us identify your order but does not remove statutory rights where applicable.
You do not need to provide a reason for exercising a valid statutory right of withdrawal.
3. Return of Goods Following Withdrawal
After notifying us of your withdrawal, you must return the relevant goods without undue delay and, where applicable, no later than 14 days after informing us of your decision to withdraw.
Before sending a return, contact:
We will provide appropriate return instructions for your order.
Products should be securely packaged to reduce the risk of damage during transportation.
Customers are encouraged to retain proof of return shipment until the return and refund process has been completed.
4. Return Shipping Costs
For a return made solely because the customer has changed their mind under the statutory withdrawal right, the customer is responsible for the direct cost of returning the goods, except where pgmdress.shop expressly agrees to bear that cost or applicable law requires us to do so.
Free standard shipping on the original purchase does not automatically mean that change-of-mind return postage is free.
If a product is defective, damaged upon delivery, materially not as described, or the wrong product was supplied due to an error attributable to us, reasonable return shipping costs will be handled in accordance with applicable statutory rights and instructions supplied by our customer service team.
German law permits direct return costs to be allocated to consumers for ordinary withdrawal where the consumer has been properly informed in advance.
5. Condition of Returned Products
Customers may examine products to the extent reasonably necessary to establish their nature, characteristics, and functioning in a manner comparable to what would ordinarily be permitted in a physical retail store.
Customers may be responsible for diminished value where a product has been handled beyond what is necessary to establish its nature, characteristics, and functioning, to the extent permitted by applicable law.
Where possible, products should be returned with included accessories and components.
Missing packaging alone does not automatically remove statutory rights, although customers should use appropriate protective packaging for the return shipment.
6. Exceptions to the Statutory Right of Withdrawal
The statutory right of withdrawal may not apply to certain categories of goods where an exception provided by applicable law applies.
Examples may include:
- Goods produced according to the customer's individual specifications or clearly personalized;
- Sealed goods that are not suitable for return for health-protection or hygiene reasons where the seal has been removed after delivery;
- Goods that, because of their nature, become inseparably mixed with other goods after delivery;
- Other products specifically excluded from withdrawal rights by mandatory law.
An exception will only be relied upon where it lawfully applies to the product and circumstances involved.
7. Defective, Damaged, Incorrect, or Non-Conforming Products
If you receive a product that is defective, damaged, incorrect, incomplete, or materially inconsistent with the agreed description, please contact us promptly at:
Please provide:
- Your order number;
- A description of the problem;
- Relevant photographs where reasonably useful;
- Information identifying the affected product.
We will review the matter and provide an appropriate remedy under applicable law.
Depending on the circumstances and statutory requirements, available remedies may include repair, replacement, price reduction, or refund.
The statutory rights applicable to defective or non-conforming products are not limited by the 14-day withdrawal period.
Consumers in the EU generally benefit from statutory legal-guarantee protections for non-conforming goods.
8. Refunds Following a Valid Withdrawal
Following a valid withdrawal, we will refund payments that must be refunded under applicable law.
Where the customer originally received our free standard shipping, there is normally no standard outbound shipping charge to refund.
If a customer paid an additional amount for a more expensive delivery method instead of the least expensive standard delivery option offered by us, any additional premium delivery cost does not have to be refunded to the extent permitted by law.
Unless otherwise legally permitted or expressly agreed, refunds will be made using the same payment method originally used for the transaction.
We may withhold reimbursement until:
- We receive the returned goods; or
- You provide sufficient evidence that the goods have been sent back,
whichever occurs first, where permitted by law.
These refund mechanics reflect §357 BGB.
9. Refund Processing
Once a refund has been approved and issued by us, the time required for it to appear in your account may depend on the payment provider, card issuer, bank, or financial institution.
Banking processing times are outside our direct control.
If we confirm that a refund has been issued but it is not visible after a reasonable processing period, you should first check with your bank or payment provider and may also contact:
10. Order Cancellation Before Shipment
If you wish to cancel an order before it has been shipped, contact us as soon as possible at:
We will make reasonable efforts to process the cancellation.
However, if the order has already entered fulfillment or shipment and cannot reasonably be stopped, you may need to exercise the applicable withdrawal or return process after receiving the goods.
Nothing in this section restricts any mandatory statutory cancellation or withdrawal right.
11. Refused or Unclaimed Deliveries
Customers should not intentionally refuse delivery as a substitute for following the return procedure unless instructed to do so by us.
A refused or unclaimed parcel may be returned through a carrier network without sufficient information for us to identify the customer or order.
If you wish to withdraw from your order, contact:
so that your request can be properly recorded.
12. Wrong Delivery Address
Customers are responsible for providing accurate delivery information during checkout.
If you discover an error in your address, contact us immediately.
We will attempt to correct the address where technically and operationally possible, but we cannot guarantee that an address can be changed after an order has entered fulfillment or carrier processing.
This does not affect mandatory statutory rights where a delivery failure is attributable to us.
13. Lost Packages
If tracking information indicates a delivery problem or your parcel has not arrived within a reasonable period after the estimated delivery period, contact:
We may investigate with the carrier and determine the appropriate remedy.
The risk of loss remains allocated according to applicable consumer law and is not transferred to the consumer merely because a parcel has been dispatched where mandatory law provides otherwise.
14. Exchanges
Where operationally possible, we may assist customers who require a different product or size.
However, an exchange is not guaranteed to be available.
Where a direct exchange is not available, customers may be asked to complete an eligible return and place a new order.
This does not affect statutory rights relating to defective or non-conforming goods.
15. Abuse and Fraud
We reserve the right to investigate circumstances reasonably indicating return fraud, payment fraud, counterfeit return shipments, deliberate product substitution, or other abusive activity.
This provision will not be used to deny legitimate consumer rights.
16. Contact
For withdrawal requests, returns, damaged goods, incorrect products, or refunds, contact:
pgmdress.shop
Email: info@pgmdress.shop
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