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Refund policy

Right of withdrawal for the sale of goods

Revocation right for consumers
(A ‘consumer’ is any natural person who concludes a legal transaction which, to an overwhelming extent, cannot be attributed to either his commercial or independent professional activities.)

Instructions for revocation

Revocation right
You have the right to revoke this contract within one month without specifying any reasons.
The revocation period is one month with effect from the day,

-  on which you or a third party nominated by you, which is not the carrier, had taken possession of the products, provided you had ordered one or more products within the scope of a standard order and this/these product/products is/are delivered uniformly;

-  on which you or a third party nominated by you, which is not the carrier, had taken possession of the last product, provided you had ordered several products within the scope of a standard order and these products are delivered separately;

To exercise your right of withdrawal, you must inform us (VOITED Adventure GmbH, Elsenheimer Str 7, 80687 Munich, Telephone number: +49 89 62 08 46 52, E-Mail address: customercare@voited.com) by means of a clear declaration (e.g. a letter sent by post, or an e-mail) of your decision to withdraw from this contract. You can use the attached model withdrawal form for this purpose, which is, however, not mandatory.

You can also exercise your right of withdrawal online by clicking on the corresponding button ("withdraw from contract here" or similar designation) on our website (voited.de). If you use this online function, we will immediately send you a confirmation of receipt on a durable medium (e.g. by email) with information about the content of the cancellation declaration and the date and time of its receipt.

You can also electronically fill up and send the specimen revocation form or another clear declaration on our website (voited.de). If you use this option, we will immediately send you a confirmation (e.g. via email) about the receipt of such a cancellation.

In order to safeguard the revocation period, it is sufficient that you send the notification about the exercise of the revocation right before the expiry of the revocation period.

Consequences of the revocation

If you revoke this contract, we shall repay all the payments, which we received from you, including the delivery costs (with the exception of additional costs, which arise from that fact that you selected a form of delivery other than the most reasonable standard delivery offered by us), immediately and at the latest within 14 days from the day on which we received the notification about the revocation of this contract from you. We use the same means of payment, which you had originally used during the original transaction, for this repayment unless expressly agreed otherwise with you; you will not be charged any fees owing to this repayment.

We can refuse the repayment until the products are returned to us or until you have furnished evidence that you have sent the products back to us, depending on whichever is earlier.

You must return or transfer the products to us immediately and, in any case, at the latest within 14 days with effect from the day on which you inform us of the revocation of this contract. The deadline is maintained if you send the products before the expiry of the 14 day deadline.

You bear the direct costs for returning the products.

You must pay for any depreciation of the products only if this depreciation can be attributed to any handling with you that was not necessary for checking the condition, features and functionality of the products.

Criteria for exclusion or expiry

The revocation right is not available for contracts

  • for delivery of products, which are not prefabricated and for whose manufacturing an individual selection or stipulation by the consumer is important or which are clearly tailored to the personal requirements of the consumer;
  • for delivery of products, which can spoil quickly or whose use-by date would be exceeded quickly;
  • for delivery of alcoholic drinks, whose price was agreed at the time of concluding the contract, which however can be delivered 30 days after the conclusion of the contract at the earliest and whose current value depends on the fluctuations in the market, on which the entrepreneur has no influence;
  • for delivery of newspapers, periodicals or magazines with the exception of subscription contracts.

The revocation right expires prematurely in case of contracts

  • for delivery of sealed products, which are not suitable for return for reasons of health protection or hygiene if their seal has been removed after the delivery;
  • for delivery of products if they have been mixed inseparably with other goods after the delivery, owing to their condition;
  • for delivery of sound or video recording or computer software in a sealed package if the seal has been removed after the delivery.

Value-Set / Bundle purchases - when more than one item is purchased as a Value-Set / bundle and a discount is received on a further item the following applies: All items must be returned together. If we receive the full price item back without the other discounted item/s then the value discounted will be deducted from the value of your returned item.

Purchases with a discount based on a qualifying spend threshold – our discounts apply to the total order value after any returns.
If a return causes your final order value to fall below the original qualifying threshold, your discount will be adjusted based on the final spend and the refund will be recalculated accordingly.

For example, the following spend & save discount tiers apply depending on the order value:

    • 15% off orders £149+

    • 20% off orders £199+

    • 30% off orders £299+

If you received 30% off for spending £320, but after a return your kept items total £200 (before discount), the order discount will be adjusted to 20%.

Here’s how your refund will be calculated:

  • Original order value paid: £320 – 30% = £224
  • Returned items value before discount: £120
  • New order value before discount: £320 – £120 = £200
  • New order value minus adjusted discount: £200 – 20% = £160
  • Refund amount: £224 – £160 = £64

Purchases with a free gift - when an item that exceeds the value criteria for the free gift is returned, the "FREE gift" should also be returned. If a partial order is returned and the item has a lower value than the criteria for the "FREE gift', then the "FREE gift" must also be returned. For example, a "FREE gift" is offered on orders £100 or over - if the order after partial return has a value of below £100 then the "FREE gift" should also be returned. If the order after partial return has a value of above £100, then the "FREE gift" does not need to be returned.
If we receive your order back without the FREE gift the full retail price of the gift will be deducted from the value of your return.

Processing times:

After your return arrives at our warehouse, refunds are typically processed within 3 to 7 working days. Any additional time for the funds to appear in your account will depend on your bank or payment provider.


Free UK Returns

We offer a free returns service in the UK via Royal Mail. To return an item, please follow these steps:

Step 1: Create your Royal Mail returns QR code/label

Click the link and follow the steps to create your free returns label. If you do not have a printer, simply take the QR code to the Post Office and they will print a label for you. 

You'll need your order number and the email address used on the original order, plus the product SKU code of the item(s) you wish to return.

CREATE YOUR LABEL

Step 2: Download & Print your label

Look for an email from Royal Mail Tracked Returns (noreply@rmg-ebusiness.com) and download your return label/QR code.

Please ensure you return your items in the condition that they were sold, with all the original tags and labels.

Didn't receive your label? Please check your spam folder. If you still can't find it, please contact customercare@voited.com.

Step 3: Take your parcel (and QR Code) to a Post Office

Please keep your proof of posting receipt until we have acknowledged receipt of your items.

Once your return is received and checked you’ll get an email notification informing you that we’ve processed your refund. Depending on your payment method the refund will be completed in 5-7 business days. Your refund will be credited back to the original payment method (Credit Card, PayPal, Apple Pay or Gift Card).

Exchanges

As we do not offer exchanges, simply return any unwanted item(s) for a refund and place a new order at VOITED.CO.UK for your replacement item(s).

International orders

We apologise but we are unable to process returns and exchanges for orders outside the UK. If you have received a defective or incorrect item, please contact customercare@voited.com.

Customer Service

Do you need assistance?

Customer Service is here to help. You can email us at customercare@voited.com.