Returns and Refunds
1. Statutory Right of Withdrawal
Consumers purchasing goods online generally have the right to withdraw from the purchase within 14 days without giving a reason, subject to applicable statutory 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, receive the goods.
2. How to Exercise Your Right of Withdrawal
To exercise the right of withdrawal, you must clearly inform us of your decision before the withdrawal period expires.
You can contact:
Etilus UG (haftungsbeschränkt)
Rüppurrer Str. 94
76137 Karlsruhe
Germany
Email: info@pelanurix.com
Phone: +49 179 3846038
Your statement should make it clear that you wish to withdraw from the purchase. Including your order number and products concerned will help us identify the order.
3. Returning Goods
After declaring your withdrawal, return the goods without undue delay and no later than 14 days after informing us of your decision to withdraw, unless we provide different lawful return instructions.
Before sending a return, contact info@pelanurix.com for the current return instructions. Do not assume that the business address shown on the website is the operational return warehouse unless we confirm it for your return.
Please package returned products securely.
4. Condition of Returned Goods
You may inspect a product to establish its nature, characteristics and functioning in a way comparable to what would normally be possible in a shop.
You may be responsible for a reduction in value where the goods have been handled beyond what is necessary for this inspection.
For clothing, we recommend keeping labels attached and avoiding washing, altering, damaging or wearing the garment beyond what is reasonably necessary to assess it.
5. Return Shipping Costs
The return method and any applicable return-shipping responsibility will be communicated as part of the return instructions and handled in accordance with applicable law and the information provided before purchase.
Where goods are defective, damaged, incorrect or otherwise non-conforming, statutory rights apply separately and are not reduced by the rules for a normal change-of-mind withdrawal.
6. Refunds
Following a valid withdrawal, payments due for reimbursement will be refunded in accordance with applicable law, generally using the same payment method used for the original transaction unless another method is expressly agreed.
The statutory reimbursement period is generally 14 days from the date we are informed of the withdrawal. For sales of goods, reimbursement may be withheld until the goods have been received back or you provide evidence that they have been sent back, whichever occurs first, where permitted by law.
If you selected a delivery method more expensive than the least expensive standard delivery option offered for the order, the additional delivery cost does not have to be reimbursed to the extent permitted by law.
7. Exceptions to the Right of Withdrawal
The statutory right of withdrawal may not apply to certain goods where an exception provided by law applies, for example goods made to the customer's specifications or clearly personalised goods, and certain sealed goods not suitable for return for health-protection or hygiene reasons once the seal has been removed.
An exception will only be relied upon where it legally applies to the product concerned.
8. Defective, Damaged or Incorrect Products
If you receive an item that is defective, damaged, incorrect or otherwise does not conform to the contract, contact info@pelanurix.com with your order details and information about the problem.
These situations are handled separately from a simple change-of-mind return. Statutory warranty and consumer rights remain unaffected.
9. Exchanges
Pelanurix does not promise a separate voluntary exchange service under this policy. Where you need another available product or variation, contact customer support for the options available at that time. This does not affect the statutory right of withdrawal or rights concerning defective goods.