Refund policy
The vast majority of our products are made individually to your specifications. Personalized items are excluded from the right of withdrawal, as they are custom-made goods produced based on your individual input and cannot be returned or resold. By completing your order, you confirm that you have been informed of and accept this exclusion.
Please review your personalization details carefully before placing your order.
A. Right of Withdrawal
Who this applies to
This right of withdrawal applies to consumers — that is, any natural person placing an order for purposes primarily outside their trade, business, or profession — where the right has not been excluded as described below.
Your right to withdraw
You have the right to withdraw from this contract within fourteen (14) days without giving any reason, provided the item is not a custom-made or personalized product (see "Exclusion of the Right of Withdrawal" below).
The withdrawal period is 14 days, beginning:
- on the day you, or a third party designated by you (other than the carrier), take physical possession of the goods — for single-item orders or multiple items delivered together;
- on the day you, or a third party designated by you (other than the carrier), take physical possession of the last item — for multiple items from a single order delivered separately;
- on the day you, or a third party designated by you (other than the carrier), take physical possession of the last partial shipment or piece — for goods delivered in multiple shipments or pieces.
To exercise your right of withdrawal, you must notify us:
Patrick Floeter
Wassmannstr. 5
30459 Hannover, Germany
Email: support@wellentine.de
by means of a clear written statement (e.g., an email or letter) of your decision to withdraw from the contract. You may use the sample withdrawal form at the end of this document, though this is not required.
To meet the withdrawal deadline, it is sufficient to send your withdrawal notice before the 14-day period expires.
Consequences of withdrawal
If you withdraw from this contract, we will reimburse all payments received from you, including delivery costs (except for any additional costs resulting from your choice of a delivery method other than the cheapest standard option we offer), without undue delay and no later than 14 days from the day we receive your withdrawal notice. We will use the same payment method you used for the original transaction, unless expressly agreed otherwise; you will not be charged any fees for this reimbursement.
We may withhold reimbursement until we have received the goods back, or until you have provided proof of return shipment, whichever occurs first.
You must return or hand over the goods to us without undue delay and no later than 14 days from the day you notify us of your withdrawal. The deadline is met if you return the goods before the 14-day period expires.
You bear the direct cost of returning the goods.
You are only liable for any loss in value of the goods if this loss results from handling that was not necessary to assess the condition, features, and functioning of the goods.
Exclusion of the Right of Withdrawal
The right of withdrawal does not apply to contracts for the supply of goods that are not prefabricated and for the production of which an individual selection or specification by the consumer is decisive, or which are clearly tailored to the personal needs of the consumer (§ 312g para. 2 no. 1 German Civil Code / BGB).
This exclusion applies to all personalized products on our store — including but not limited to items bearing custom names, dates, texts, or photos. Once production of a personalized item has begun, the right of withdrawal is irrevocably excluded, as the item has been custom-made to your specifications and cannot be returned, restocked, or resold.
You are expressly notified of this exclusion during the checkout process and confirm it by completing your order.
The right of withdrawal also expires early in the case of:
- Sealed goods that are not suitable for return due to health or hygiene reasons, if their seal has been broken after delivery;
- Goods that, after delivery, have been inseparably mixed with other goods by their nature;
- Sealed audio, video, or software recordings, if the seal has been broken after delivery.
B. Sample Withdrawal Form
(Only fill this out and return it if you wish to withdraw from the contract and the product is not a personalized/custom item.)
To:
Patrick Floeter
Wassmannstr. 5
30459 Hannover, Germany
Email: support@wellentine.de
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 for paper submissions)
Date
(*) Delete as applicable.
Last updated: April 2026