Cancellation Policy and Return Conditions

 

Section 1 – Cancellation Policy

Right of Cancellation

You have the right to cancel this contract within fourteen days without giving any reason.

The cancellation period is fourteen days from the day on which you, or a third party designated by you who is not the carrier, takes possession of the goods.

If you have ordered several goods as part of a single order and these goods are delivered separately, the cancellation period is fourteen days from the day on which you, or a third party designated by you who is not the carrier, takes possession of the last item.

To exercise your right of cancellation, you must inform us:

Kristina Kies

Friedrichstraße 9

90408 Nuremberg

Germany

Email: info@kristalla-luxury.com

of your decision to cancel this contract by means of a clear statement, for example by a letter sent by post or by email.

The following options are available to you:

• by mail to the address stated above,
• by email to info@kristalla-luxury.com,
• via the electronic cancellation function provided on our website under “Returns & Cancellations”.

 

You may use the model cancellation form provided for this purpose, although its use is not mandatory.

[Link to the model cancellation form]

You may also exercise your right of cancellation online using the cancellation function provided under “Returns & Cancellations”:

If you use this online function, we will promptly send you confirmation of receipt on a durable medium, such as by email, including information about the content of your cancellation declaration and the date and time of its receipt.

To meet the cancellation deadline, it is sufficient for you to send your notification concerning the exercise of the right of cancellation before the cancellation period has expired.

 

Effects of Cancellation

If you cancel this contract, we will reimburse all payments received from you, including delivery costs, with the exception of any additional costs resulting from your choice of a delivery method other than the least expensive standard delivery offered by us.

The reimbursement will be made without undue delay and no later than fourteen days from the day on which we receive your notification of cancellation.

We will use the same payment method for the reimbursement that you used for the original transaction, unless expressly agreed otherwise with you. You will not incur any fees as a result of the reimbursement.

We may withhold reimbursement until we have received the goods back or until you have provided evidence that you have returned the goods, whichever occurs first.

You must return or hand over the goods without undue delay and in any event no later than fourteen days from the day on which you inform us of the cancellation of this contract, to:

Kristina Kies

Friedrichstraße 9

90408 Nuremberg

Germany

 

The deadline is met if you send the goods before the fourteen-day period has expired.

You bear the direct costs of returning the goods.

You are only liable for any reduction in the value of the goods resulting from handling the goods beyond what is necessary to establish their nature, characteristics and functioning.

 

Section 2 – Additional Return Conditions

The following information explains the practical return process. It does not restrict your statutory right of cancellation or your statutory warranty rights.

 

2.1 Return Costs in the Event of Cancellation

You bear the direct costs of returning goods in the event of cancellation.

We have deliberately decided not to offer generally free returns. In doing so, we aim to reduce unnecessary transport and avoidable returns and to encourage the responsible use of resources.

This rule applies to returns made under the statutory right of cancellation where the goods delivered are not defective, damaged or incorrectly supplied.

In the case of damaged, defective or incorrectly supplied goods, we will bear the necessary return costs. Please contact us before returning the goods so that we can coordinate the next steps with you.

 

2.2 Carefully Opening and Inspecting the Goods

You may carefully open the shipping package and product packaging in order to inspect the goods for:

• completeness,
• visible damage,
• external condition,
• the condition of the container, wax and wick,
• fragrance while the candle is unlit.

Scented candles may be carefully removed from their packaging, visually inspected and smelled while unlit.

Carefully opening the shipping package or product packaging does not exclude a return.

Please handle the goods and their packaging carefully and avoid soiling, damage or other alterations.

Where possible, please return the goods in their original packaging. However, use of the original packaging is not a mandatory requirement for exercising the statutory right of cancellation.

 

2.3 Inspecting the Fragrance

The fragrance of a candle may be assessed while the candle is cold and unlit.

Lighting the candle is expressly not an intended method of inspecting the product before exercising the right of cancellation.

Please therefore do not light the candle if you intend to exercise your right of cancellation.

Lighting the candle permanently alters the product. The wick burns, the wax melts or is consumed, and the product can no longer be sold as unused new goods.

 

2.4 Lit or Otherwise Used Products

Products that have been lit, burned, melted or otherwise used beyond what is necessary for inspection will generally have suffered a significant reduction in value.

In the event of cancellation, we therefore reserve the right to deduct the actual reduction in value from the reimbursement.

Depending on the actual condition of the returned product, the reduction in value may amount to the full value of the goods.

A significant reduction in value may apply in particular where:

• the candle has been lit,
• the wick has been burned, significantly trimmed or otherwise altered,
• the wax has melted or been consumed,
• the product has been soiled or damaged,
• foreign objects or other substances have been placed in the wax or container,
• the goods have otherwise been used beyond the permitted inspection,
• the product can no longer be sold as new.

The actual reduction in value will be assessed on the basis of the condition of the returned goods.

Carefully opening the packaging or assessing the fragrance while the candle is unlit does not in itself result in a reduction in value.

Your statutory rights in relation to defective or damaged goods remain unaffected.

 

2.5 Inspection of Returned Goods

After receiving the return, we will inspect in particular:

• the condition of the wick,
• the condition and surface of the wax,
• any signs of burning, melting or use,
• the condition of the glass container or coconut shell,
• any soiling or damage,
• the completeness of the product and any included components,
• the condition of the product packaging, where damage goes beyond careful opening.

If we identify a reduction in value that must be taken into account, we will inform you of the condition of the goods and the resulting deduction from the reimbursement.

 

2.6 Packaging and Return Shipment

Please  the goods carefully, securely and in a way that prevents movement during transit.

Where possible, use packagethe original shipping packaging or similarly sturdy packaging with sufficient protective and cushioning material.

Candles in glass containers or coconut shells must be protected so that they cannot move within the package, strike against each other or be damaged by external impacts.

You may generally choose the shipping provider for your return.

We recommend using a tracked shipping service. Please retain the proof of postage and tracking number until the return and reimbursement have been fully processed.

 

Section 3 – Damaged, Defective or Incorrectly Supplied Goods

3.1 Reporting a Damaged Delivery

If your order arrives damaged, please contact us as soon as possible after receipt at:

info@kristalla-luxury.com

Please provide the following information:

• your order number,
• a brief description of the damage,
• at least one clearly visible photograph of the damaged product,
• photographs of the inner and outer shipping packaging,
• where possible, a photograph of the shipping label.

Please photograph any visible damage as soon as possible after opening the package and before further unpacking, altering, using or disposing of the product.

Clear photographs enable us to assess the damage quickly and help us document the damage with the shipping provider.

Please do not dispose of the damaged product, product packaging or shipping packaging until we have informed you whether these items are still required for further processing.

Prompt notification and the submission of photographs help to speed up the handling of your claim. However, your statutory warranty rights are not excluded solely because damage was not reported or photographed immediately.

 

3.2 Return Costs for a Valid Complaint

In the event of a valid complaint concerning damaged, defective or incorrectly supplied goods, you will not incur any necessary return costs.

Please do not return goods that are subject to a complaint at your own expense without first contacting us.

After reviewing your message, we will inform you of the next steps. Where a return is required, we may provide you with a return label or reimburse the necessary return costs agreed with us in advance.

 

3.3 Defects That Become Apparent Only During Use

The rules concerning lit products do not apply in the same way where a possible defect can only be identified during normal intended use.

For example, if a problem arises with the wick, burning behaviour or functionality of the candle, please contact us as soon as possible after becoming aware of the issue.

Please stop using the candle until we have reviewed the matter and informed you of the next steps.

Please send us:

• your order number,
• a detailed description of the issue,
• clear photographs,
• where possible, a short video showing the problem.

Your statutory warranty rights remain unaffected.

 

Section 4 – Processing Time

After receiving your return, we will generally inspect the goods within three to seven working days.

Once the inspection has been completed, we will inform you of the next steps.

If no reduction in value has to be taken into account, the reimbursement will be made in accordance with the cancellation policy.

If a reduction in value is identified, we will inform you of the condition of the goods and any resulting deduction from the reimbursement.

Please note that banks and payment service providers may require additional processing time before the reimbursement appears in your account.

 

Section 5 – Statutory Warranty Rights

The return conditions set out above do not restrict your statutory rights in relation to damaged, defective or incorrectly supplied goods.

In particular, your statutory warranty rights remain unaffected.

The rules concerning return costs and any reduction in value in connection with cancellation must be distinguished from claims relating to defective or damaged goods.