Returns, Complaints and Refunds

Important: We provide no voluntary returns beyond statutory rights. Statutory withdrawal and conformity rights cannot be excluded generally.

No voluntary returns

SHILAI-Store offers no voluntary return or exchange right beyond statutory withdrawal and rights for defective or incorrect goods.

Statutory withdrawal

Consumers may generally return unopened goods within the 14-day statutory withdrawal period. Full conditions and the model form appear in the Withdrawal Instructions. For sealed goods unsuitable for return for health or hygiene reasons, the right may be lost after the seal is removed or damaged. This does not automatically apply to every package and never removes defect rights.

Procedure

1. Notify [EMAIL ADDRESS], stating order number and affected goods.
2. Send securely packed goods to [RETURN ADDRESS].
3. Keep proof of dispatch. Unpaid parcels are accepted only where agreed or legally required.

For statutory withdrawal, the consumer pays direct return costs if informed before ordering. Do not return opened hygiene-sealed goods where the withdrawal right has lawfully been lost.

Damaged, defective or incorrect goods

Contact [EMAIL ADDRESS] promptly with order number, description and photographs. We provide repair, replacement, price reduction or refund as required by applicable conformity law. Necessary return costs for valid defect claims are borne by us.

Refund timing

Withdrawal refunds are made within the legal deadline and may be withheld until the goods or proof of dispatch is received. Defect refunds are processed without undue delay after assessment. Cryptocurrency refunds follow [REFUND METHOD] in the Shipping and Payment Conditions without restricting mandatory rights.

Refusing delivery alone is not necessarily a clear withdrawal statement. Reasonable actual extra costs caused by culpable refusal may be considered where lawful.

Contact: [COMPANY NAME], [EMAIL ADDRESS], [PHONE NUMBER]
Last updated: [DATE]