Returns and Refunds
1. Statutory Right of Withdrawal
If you are a consumer purchasing online, you generally have the right to withdraw from the purchase contract within 14 days without giving a reason, subject to the applicable legal requirements and exceptions.
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.
For an order containing several goods delivered separately, the period generally begins when the last item is received.
2. How to Exercise Your Right of Withdrawal
To exercise the right of withdrawal, send us a clear statement that you want to withdraw from the contract.
You may contact us by email or post:
NEILAN TEXTILES UG (haftungsbeschränkt)
Schönblickstraße 13
69436 Schönbrunn
Germany
Email: info@heloravinu.com
You do not need to give a reason.
It is sufficient to send your withdrawal notice before the 14-day withdrawal period expires.
3. Returning the Goods
After notifying us of your withdrawal, the goods must be sent back without undue delay and no later than 14 days after you informed us of your decision to withdraw.
Please contact info@heloravinu.com before sending a return so we can provide the correct return instructions and applicable return address.
Unless we agree otherwise or the return is due to a defect or our error, the customer bears the direct cost of returning goods under the statutory right of withdrawal.
4. Condition of Returned Products
You may inspect a product only to the extent necessary to establish its nature, characteristics and functioning.
For textile and clothing items, please avoid washing, altering, damaging or unnecessarily wearing the product.
If the product has been handled beyond what is reasonably necessary and this reduces its value, we may make a deduction corresponding to the loss in value where permitted by law.
Original packaging and product tags should be included where reasonably possible, but statutory rights are not automatically lost merely because packaging has been opened.
5. Refunds After Withdrawal
Where a valid withdrawal applies, we will reimburse payments received from you for the returned goods, including the cost of the least expensive standard delivery method offered for the original order.
If you selected a more expensive delivery method than our least expensive standard option, the additional delivery cost does not have to be reimbursed.
Refunds will be made without undue delay and no later than 14 days after we receive your withdrawal notice.
We may withhold reimbursement until we have received the returned goods or you provide evidence that the goods have been sent back, whichever occurs first.
Unless otherwise agreed, the refund will be made using the same payment method used for the original transaction.
6. Exceptions to the Right of Withdrawal
The statutory right of withdrawal may not apply to certain goods where an exception under applicable law applies.
This can include, for example:
- Goods made to the customer's specifications or clearly personalized
- Sealed goods that are not suitable for return for health protection or hygiene reasons if the seal was removed after delivery
- Other categories specifically excluded from the statutory right of withdrawal by applicable law
An exception applies only where the legal requirements for that exception are met.
7. Defective, Damaged or Incorrect Goods
The statutory withdrawal right is separate from your rights when goods are defective or not as agreed.
If an item is defective, damaged when received, or the wrong item was delivered, contact us at info@heloravinu.com.
Where the issue is covered by statutory consumer rights, we will handle the matter in accordance with applicable law. This may include repair, replacement, price reduction or refund, depending on the circumstances.
Reasonable return costs for a justified defect or incorrect delivery will not be charged to the consumer where the law requires us to bear them.
8. Exchanges
We do not guarantee direct exchanges.
Where an exchange option is available, we will explain the process when you contact us. In other cases, you may return the eligible product and place a new order for the preferred item.
9. Refund Timing
After a refund has been issued by us, the time needed for the amount to appear in your account may depend on your bank, card provider or payment service provider.
10. Contact
NEILAN TEXTILES UG (haftungsbeschränkt)
Schönblickstraße 13
69436 Schönbrunn
Germany
Email: info@heloravinu.com
Phone: +49 179 3689996