RETURN & REFUND POLICY

PREAMBLE

This Return & Refund Policy for [Company] outlines customer return rights, refund processing, and conditions. Customer purchases products subject to this Policy effective [Date]. Legal Framework: EU Consumer Rights Directive 2011/83 (14-Day Right of Withdrawal), German BGB §312g (Distance Selling), US Magnuson-Moss Warranty Act 15 USC §2301+.

1.1 Standard Return Window: Customer has [14 / 30 / 60] days from receipt to request return per Consumer Rights Directive Art. 9(2), German BGB §355 (Withdrawal Right):
• Starts: Delivery date (or date customer physically receives product)
• Ends: Last day of window at midnight (customer must initiate return request by this date)
• Grace period: [7 / 14 days] after expiration (courtesy hold, no guarantee)
1.2 Return Request Initiation: Customer must:
• Notify company via email/chat/website (proof of notification required)
• Provide order number, reason for return, receipt photo/proof
• Company responds with return authorization + return label within [24 hours]
1.3 Extended Return Periods (Special Circumstances):
• Defective/damaged goods: [30 / 60 / 90 days] (up to [2 years] for major defects per EU Sale of Goods Directive 1999/44)
• Medical reasons: [30 additional days] if customer ill (with doctor certificate)
• Non-receipt: [30 days] after original delivery date

2.1 Acceptable Condition: Product must be returned in per Consumer Rights Directive Art. 14(2)(a):
✓ Unused/unworn (tags attached, no signs of use)
✓ Original packaging (or reasonable packaging if original damaged)
✓ All original components included (accessories, batteries, documentation)
✓ No stains, odors, damage (beyond normal opening/inspection)
✓ No modifications/repairs attempted
2.2 Unacceptable Condition (NO REFUND):
✗ Visible wear/damage (scratches, dents, scuffs beyond normal handling)
✗ Used/worn (tried on clothing, missing tags)
✗ Damaged packaging (not customer's fault = acceptable)
✗ Missing components (unless defective/damaged)
✗ Washed/altered (clothing returned after wash = no refund)
✗ Safety seals removed (food/pharma products)
2.3 Inspection Process: Upon receipt, company inspects condition:
• Photo documentation (condition report within [48 hours])
• If acceptable: Refund processed
• If unacceptable: Return rejected (product shipped back at company's cost)

3.1 Refund Amount: Customer receives:
• ☐ Full refund (100% of purchase price) per Directive Art. 14(3)
• ☐ Reduced refund ([X%] deduction) for demonstrable loss in value (customer fault)
• ☐ Plus original shipping (company refunds if product defective/damaged on arrival)
• ✗ Minus return shipping (customer typically pays return) per BGB §357(2) (Return Shipping)
3.2 Refund Timeline: Refund processed within:
• [14 / 30 days] of: (a) return received + inspected, OR (b) customer provides proof of shipping return
• Processing: [3 / 7 / 10 days] for funds to appear in customer account (via original payment method)
3.3 Return Shipping Methods:
☐ Prepaid return label: Company emails tracking label (customer prints/attaches)
☐ Pickup service: Company schedules courier pickup (customer doesn't leave home)
☐ Drop-off: Customer takes package to nearest partner location (fedex/UPS/DHL)
3.4 Original Shipping Refund (If Defective): If product arrives damaged/defective:
• Customer refunded original shipping charge (no cost to customer for return)
• Prepaid return label provided (company covers return shipping)

4.1 Restocking Fee Policy: ☐ None (full refund always)
☐ [15% / 20% / 25%] restocking fee applies if per BGB §357(4)(a):
• Customer initiates return (not defective)
• Product unused (in new condition)
• Restocking fee limited to actual costs (storage, re-listing, administrative)
4.2 No Restocking Fee (MANDATORY): Company cannot charge fee if:
• Product defective/damaged (regardless of condition upon return)
• Non-conforming goods per Sale of Goods Directive Art. 2 (not as described)
• Product missing/never shipped (tracking shows non-delivery)
• Defect becomes apparent after use (within reasonable use testing period)
4.3 Return Shipping Deduction:
• Customer pays return shipping: [EUR/USD X flat / actual cost]
• Exception: Free return if defective/damaged on arrival (company covers)

5.1 Exceptions to Return Right: Per Directive Art. 16 (Exclusions), NO returns allowed for:
☐ Perishable goods (food, flowers, pharmaceuticals once opened)
☐ Sealed software/media (CDs, DVDs, games if seal broken per BGB §312g(2) Nr. 3)
☐ Customized/bespoke items (engraved, personalized, made-to-order)
☐ Intimate apparel (underwear, swimwear if worn)
☐ Hygiene items (toothbrushes, contact lenses if used)
☐ Hazardous materials (batteries, chemicals) - no returns for safety reasons
☐ Items damaged by customer negligence (abuse, modification, attempted repair)
5.2 Digital Products/Downloads: ☐ No return right once download begins per Directive Art. 16(n)
☐ OR: [X-day] trial period with full refund if no substantial use
5.3 Subscription Services: ☐ Annual subscriptions returnable within [14 days]
☐ Monthly/recurring: [X days] trial period, then cancellation option per Directive Art. 10 (Easy Cancellation)

6.1 Warranty Period: All products have [1 / 2 years] warranty per Sale of Goods Directive Art. 5(1), BGB §437 (Warranty Rights):
• Defect must appear within [6 months] of delivery (presumed to be pre-existing per Directive Art. 5(3))
• If defect appears after 6 months: Burden on customer to prove defect existed at delivery
6.2 Defect Examples: Non-conforming if:
• Does not match product description (seller listing)
• Does not match sample/model (if provided)
• Contains manufacturing defect (visible upon inspection)
• Fails expected quality/fitness standard
• Missing components (described in listing)
6.3 Remedy Process (Defective Product):
1. Customer reports defect with photos (within warranty period)
2. Company may: (a) Repair (free), (b) Replace (free), (c) Full refund (no fee)
3. Customer ships defective back (free prepaid label)
4. Refund issued upon receipt + inspection (within [30 days])

7.1 Multi-Item Orders: If customer returns some (not all) items:
• Refund for returned items only (pro-rata)
• Original shipping: [if order qualifies for free shipping = prorated refund]
• Remaining items: Retain original shipping cost
7.2 Gift Returns: Customer may exchange for store credit (instead of refund) if product was gift per Directive Art. 16(e):
• ☐ Store credit (no expiration) OR
• ☐ Refund to original purchaser (gift-giver)
7.3 Sale/Clearance Items: ☐ Full refund (same as regular items) OR ☐ Store credit only (as marked at purchase)
• Company may offer restocking fee on clearance items per BGB §357(4)

8.1 Return Refusal (Dispute): If company refuses return, customer may:
• Submit appeal (email with evidence) within [14 days]
• Request management review (within [30 days])
8.2 Escalation: If unresolved, customer may file per ADR Directive 2013/11 (Consumer Dispute Resolution):
• Consumer arbitration (binding decision)
• Chargeback with payment processor
• Small claims court (if amount qualifies)

Law: ☐ German (BGB + Consumer Rights Directive) ☐ [EU / US State] | Default Rule: If Policy conflicts with law, law prevails (MANDATORY consumer protections apply)