Stornierungsrichtlinie

Cancellation & Right of Withdrawal Policy

This policy explains (1) how to cancel an order before dispatch and (2) your EU right of withdrawal (“cooling-off period”) for distance purchases. It applies to consumer purchases made through our online store, unless a legal exception applies (see Section 9).

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1) Definitions

• Cancellation (pre-dispatch): requesting to stop an order before it ships.
• Withdrawal (EU cooling-off): your legal right to withdraw from a distance purchase within 14 days after delivery.
• RMA: return authorization issued by us before you ship any return.

2) How to Cancel or Withdraw

To cancel (pre-dispatch) or to withdraw (after delivery), contact us in writing (email/contact form) and include:

• Order number
• Your full name and shipping address
• The item(s) you want to cancel/return
• For returns: photos as described in Section 6

3) Order Cancellation Before Dispatch (Pre-Dispatch)

If your order has not yet shipped, we will try to cancel it upon request. If cancellation is successful, you will receive a refund to the original payment method.

Please note: once an order has been dispatched (a shipping label created/parcel handed over), pre-dispatch cancellation is no longer possible. In that case, you may still exercise the right of withdrawal after delivery (Section 4), unless an exception applies (Section 9).

4) EU Right of Withdrawal (14 Days After Delivery)

Consumers have the right to withdraw from their purchase within 14 calendar days after the day you (or a third party you designate) receive the goods, without giving any reason.

After you notify us of withdrawal, you must send the goods back within 14 days.

5) Return Shipping Costs

Unless we explicitly agree otherwise in writing, return shipping costs are borne by the customer. The customer is responsible for secure packaging to prevent damage in transit.

6) Mandatory RMA + Photo Requirement (Before You Ship Anything Back)

All returns require prior authorization (RMA). To request an RMA, you must provide clear photos showing the condition of the item(s) before return shipment, including:

• Photos of the product from multiple angles (close-up + overall)
• Photos of packaging, labels, and all included accessories/parts
• If applicable: photos of any seals/protective films and contact surfaces

Returns sent without an RMA may be refused and returned to the sender.

7) Condition Requirements for a Full Refund

To qualify for a full refund, returned items must be:

• Unused, uninstalled, and unmodified
• In original, fully resalable condition
• Complete with all parts, accessories, manuals/inserts, and any included gifts
• Returned with original packaging/labels (where applicable) and protective materials intact

8) Installation / Attempted Installation = Significant Loss of Value

Our products are often technical upgrade parts. Installation or attempted installation typically causes a significant reduction in resale value. Customers may handle goods only to the extent necessary to determine their nature, characteristics, and functioning (as would be permitted in a physical retail environment).

If an item is returned with signs of handling beyond normal inspection, we reserve the right to deduct compensation for loss of value from the refund. This can include (non-exhaustive):

• Tool marks, wear on edges/contact surfaces, scratches, dents
• Installation/fitment attempts, test fitting, alignment marks
• Removed seals, removed protective films, damaged/missing packaging
• Missing parts, altered components, threadlocker residue, lubricant/oil residue (beyond factory condition)

9) Compatibility Responsibility

Customers are responsible for verifying compatibility with their exact platform/model/version before purchase. Compatibility notes are provided on product pages wherever possible.

If a product does not fit due to incorrect information provided by us (e.g., inaccurate compatibility claim or product description), we will accept the return without loss-of-value deductions related to that incompatibility (subject to inspection and condition).

If a product does not fit because the customer ordered without verifying compatibility, the withdrawal right may still apply, but any installation/attempted installation or handling beyond inspection will be assessed for loss-of-value deductions as described above.

10) Exceptions / Non-Withdrawable Items (Where Permitted by Law)

The right of withdrawal may not apply in certain cases permitted by law, including (but not limited to):

• Custom-made, personalized, or made-to-order items
• Items modified/produced specifically to customer specifications once work has begun
• Sealed goods where unsealing makes them non-returnable (where applicable)
• Digital content once performance has begun with the consumer’s prior consent (where applicable)

11) Refund Timing & Method

For accepted withdrawals/returns, refunds are issued to the original payment method.

Refunds are processed after we receive and inspect the returned goods. We may withhold the refund until:

• We have received the goods back, or
• You have provided evidence of having sent the goods back

After inspection, refunds are typically processed within 5–10 business days. In any case, refunds are made within the statutory timeframe once the above conditions are met.

12) Damaged Parcels / Shipping Damage

If your parcel arrives visibly damaged, please take photos immediately (outer packaging + inner packaging + product) and contact us as soon as possible. Do not discard packaging until the case is resolved.

13) Contact

To request cancellation/withdrawal or an RMA, contact us via the store contact form or email:

• Email: staff@clutch-precision.com
• Company: Kolnig SIA
• Return Address: provided after RMA approval