Refunds & Returns / Right of Withdrawal

This page explains your right of withdrawal, how returns work and how refunds are handled when you purchase via the DYOX online shop.

1. General information

The following policy applies to all orders placed by consumers via the online shop on dyo-x.com with

HANMUT UG (haftungsbeschränkt)
DYOX is a brand of HANMUT UG (haftungsbeschränkt)
Kirchgasse 8
86150 Augsburg
Germany

E-mail: info@dyo-x.com

2. Statutory right of withdrawal (14 days)

If you are a consumer, you have a statutory right of withdrawal of 14 days.

The withdrawal period is fourteen (14) days from the day

  • on which you or a third party named by you, who is not the carrier, have taken possession of the goods.

To exercise your right of withdrawal, you must inform us

HANMUT UG (haftungsbeschränkt)
Kirchgasse 8
86150 Augsburg
Germany
E-mail: info@dyo-x.com

of your decision to withdraw from this contract by means of a clear statement (e.g. e-mail or letter by post). You may use the model withdrawal form at the end of this page, but this is not mandatory.

To meet the withdrawal deadline, it is sufficient that you send your notification of exercising the right of withdrawal before the withdrawal period has expired.

3. Consequences of withdrawal

If you withdraw from this contract, we shall refund to you all payments we have received from you, including delivery costs (with the exception of any additional costs resulting from your choice of a type of delivery other than the least expensive standard delivery offered by us), without undue delay and at the latest within fourteen (14) days from the day on which we received your notification of withdrawal.

We will carry out the refund using the same means of payment as you used for the initial transaction, unless expressly agreed otherwise with you; in no event will you be charged any fees because of this refund.

We may withhold the refund until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earlier.

4. Returning the goods

You must send back or hand over the goods to us

HANMUT UG (haftungsbeschränkt)
DYOX – Returns
Kirchgasse 8
86150 Augsburg
Germany

without undue delay and in any event no later than fourteen (14) days from the day on which you inform us of the withdrawal from this contract. The deadline is met if you send back the goods before the period of fourteen days has expired.

You bear the direct costs of returning the goods, unless we have expressly agreed otherwise with you.

Please pack the goods carefully to avoid transport damage. Where possible, please use the original packaging.

You shall only be 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.

5. Exclusions of the right of withdrawal

The statutory right of withdrawal does not exist, or may lapse early, in particular for contracts

  • for the supply of goods which are not prefabricated and for the production of which an individual choice or decision by you is decisive, or which are clearly tailored to your personal needs (for example: customised editions, special finishes, personalised engravings);

  • for the supply of digital content which is not supplied on a tangible medium, if we have begun performance of the contract after you

    • expressly agreed that we begin performance before the end of the withdrawal period, and

    • you confirmed your knowledge that you lose your right of withdrawal once performance of the contract has begun.

6. Refund processing, partial refunds

Once we have received and inspected your return, we will notify you by e-mail that we have received the returned goods and inform you whether your refund has been approved.

If approved, your refund will be processed and a credit will automatically be applied to your original method of payment within a few days (the exact timing depends on your payment provider and bank).

We may grant partial refunds in the following situations, for example:

  • items showing signs of use beyond what is necessary to test the product,

  • items that are returned incomplete or with missing parts not due to our error,

  • items returned outside the withdrawal period where we agree to a goodwill solution.

7. Returns of higher-value items

For higher-value items, we recommend using a trackable shipping service and, where appropriate, shipping insurance. We cannot take responsibility for returns that are lost or damaged in transit before they reach us.

8. Exchanges

We generally do not operate a classic “exchange” system. If you would like a different product, the usual process is:

  1. You return the original item according to this policy.

  2. You place a new order for the desired product in the shop.

If an item is defective or damaged on arrival, please contact us at info@dyo-x.com with a brief description and photos. In such cases, we will look for a fair solution, which may include repair, replacement or refund, depending on the specific situation.

9. Gifts

If the item was marked as a gift at the time of purchase and shipped directly to you, we can – by individual agreement – issue a credit (voucher) for the value of your return to you as the recipient.

If the item was not marked as a gift or the order was shipped to the gift giver first, any refunds will be made to the original purchaser.

10. Model withdrawal form

If you wish to withdraw from the contract, you can use the following form:

To:
HANMUT UG (haftungsbeschränkt)
Kirchgasse 8
86150 Augsburg
Germany
E-mail: info@dyo-x.com

I / we () hereby withdraw from the contract concluded by me / us () for the purchase of the following goods () / the provision of the following service ():
– …
– …

Ordered on () / received on ():

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is notified on paper):

Date:

(*) Delete as appropriate.

11. Questions

If you have any questions about withdrawal, refunds or returns, you can contact us at any time:

E-mail: info@dyo-x.com