Widerrufsrecht

We have a 14-day return policy, which means you have 14 days starting from delivery of the last item in the order.

To be eligible for a return, your item must be in the same condition that you received it. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at kohlweiss.h@proton.me. Please note that returns will need to be sent to the following address: Kohlweiss Vitality Ventures e.U., Burgplatz 4/17, 9500 Villach, Austria 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at kohlweiss.h@proton.me.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.

For withdrawals covered by the European Union right of withdrawal, the refund timing stated in the “European Union right of withdrawal” section applies. For other eligible returns, we will notify you after receiving and inspecting the return.

Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at kohlweiss.h@proton.me.

European Union right of withdrawal

If your order is delivered to the European Union, you may withdraw from your purchase without giving a reason. The withdrawal period is 14 days, starting from delivery of the last item in the order.

To exercise your right of withdrawal, submit a clear request before the withdrawal period expires. You can start a request through your customer account or contact us at kohlweiss.h@proton.me.

If you checked out using only a phone number, use the return link in your SMS order confirmation. The customer-account link requires an email address.

After notifying us of your withdrawal, you must send the goods back within 14 days. We will provide a return shipping label and cover the cost of ordinary return shipping. Follow the return instructions provided with your approved request.

We will refund all payments covered by the withdrawal, including the cost of our least expensive standard delivery option. Additional costs resulting from your choice of a more expensive delivery method aren’t refunded.

We will issue the refund without undue delay and no later than 14 days after you notify us of your withdrawal. We may withhold the refund until we receive the returned goods or you provide evidence that they have been sent back, whichever occurs first. Refunds are made to the original payment method unless expressly agreed otherwise. Your bank or payment provider might require additional processing time.

You may inspect the goods as you would in a physical shop. You can be responsible for diminished value caused by handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

The right of withdrawal doesn’t apply where a statutory exception applies, including goods made to your specifications or clearly personalised, goods liable to deteriorate or expire rapidly, and sealed goods that aren’t suitable for return for health-protection or hygiene reasons after the seal has been removed. This doesn’t affect your rights when goods are faulty, damaged, or incorrect.