💡 Summary: The customer has the right to a full refund if the product has a serious defect, does not match the description, or does not fulfill its intended purpose. He can also get a full refund within 30 days of receiving the product if he decides to return it or if the product is lost during shipping. If the product is under warranty but cannot be repaired or exchanged, he can get a partial refund. He can also get a partial refund if the product warranty is rejected or if you damaged the product during the trial period. Refunds should be issued within 3 business days to the payment method used during purchase.
💰 Legal obligation to refund when:
- The product is gravely defective, does not match the description, or fails to fulfill its intended purpose, as regulated by the legal warranty
- If the product is lost during the initial shipment to the customer.
- If the customer returns the product and can provide proof of posting.
-
If the customer withdraws from the contract within 30 days of receiving the product.
See also: Right of return (Widerrufsrecht)
🔣 Total Refund
A full refund will be issued in the following cases:
- The customer withdraws from the contract within 30 days of receiving the product and the supplier received the product, or the customer provides a proof of return → See also ‣ The product was lost during
🥥 Partial Refund
-
If the product is under warranty, but cannot be fixed and the supplier has no exchange device, they must offer the customer a partial refund.
- If the product’s warranty is validly rejected (See details: ‼️ Excluding warranty or guarantee ) or the product was damaged by the customer during the trial period, the purchase price minus the amount of repair costs may be refunded.
The Supplier must provide a free option for the customer to return the product if a
customer wants to return a product within the withdrawal period or claims a warranty
case. Exception: After receiving the product and in cases of warranty rejection with clear
personal gross negligence or intent by the customer, the Supplier can request the
customer to pay for the return shipping. Gross negligence or intent must be proven by the Supplier. In case of doubt, refurbed reserves the right to decide on the occurrence of gross negligence or intent. The customer must be informed about the possibility of shipping costs in case of warranty rejection prior to the return shipping. After a warranty rejection, the Supplier must be able to prove the actual costs of shipping and send the customer a cost estimate for any additional costs the repair may incur before repair, to allow the customer to decide whether to proceed with the repair or not.
⏱️ Refund Method & Time Frame
- Refunds shall be issued to the payment method selected by the Customer during the purchase, unless this is not possible, e.g. due to payment service provider restrictions, and/or Customer has explicitly agreed to another means of payment.
- Except for Shipment issues, the refund time frame is 3 business days.
🚜 Legal Grounds
a) EU
Art 9 Directive 2011/83/EU
b) Austria
- §§ 12 ff VGG (Warranty)
- §§ 14 f FAAG (Return by Customer due to withdrawal)
c) Germany
- §§ 437 ff BGB (Bürgerliches Gesetzbuch)