refund policy
RIGHT TO COMPLAINT
A 2-year guarantee applies in accordance with German and Austrian sales law. Our guarantee applies to defects in material and/or workmanship. Depending on the specific situation, you can repair the item, exchange it, have it refunded or request a price reduction.
The complaint does not apply to defects or damage caused by improper handling of the product/service. You must complain within a "reasonable period" after you have discovered the defect. If you complain within two months of discovering the defect, the complaint is always timely.
If the complaint is justified, we will refund the (reasonable) shipping costs. The item must always be returned in suitable packaging. Remember to get a shipping receipt so that we can refund your shipping costs. Please contact us before returning your product to make it as easy as possible.
For returns, complaints and the exercise of the right of withdrawal, the item must be sent to the following address:
5603, Wattgasse 40, 1160 Vienna, Austria
Cash on delivery shipments are not accepted.
REJECTION
In case of a refund, please contact us so that the agreed amount can be transferred.
REFUNDS/RETURNS/EXCHANGES DURING SALES PHASES
Products and orders cannot be refunded, returned or exchanged during sales periods, promotions or special discounts.
RIGHT OF WITHDRAWAL
As a customer, you have a 14-day right of withdrawal when you purchase from us. The withdrawal period expires 14 days after receipt of the goods.
The deadline means that you have 14 days after receipt to notify us that you want to cancel your purchase. You can exercise your right of withdrawal here [ADD A LINK TO YOUR RETURN SERVICE]. You can also use the standard withdrawal form that you will find at the end of the Terms and Conditions.
You cannot cancel the purchase by refusing to accept the goods without notifying us.
If you regret your purchase where a free gift was included with the order, the entire order must be returned.
RETURN
After you notify us that you wish to cancel your purchase, you have 14 days to return the item to us.
You will be responsible for your own return shipping costs and will be liable for any damage incurred during transit. This means you will bear the risk for the item from the time it is delivered to you until we receive it back.
When returning an item, you are responsible for ensuring that it is properly packaged. To facilitate processing time, you may want to include a copy of the order confirmation in the package.
If you would like to return the item to us, we can provide you with the label and will credit the shipping costs towards your refund.
Otherwise send to:
MetaCommerce eU, Plenergasse 13 / 1C, A-1180 Vienna
You cannot cancel the purchase simply by refusing to accept the goods without giving clear notification.
THE CONDITION OF THE GOODS WHEN RETURNED
You are only liable for any diminished value of the goods caused by handling beyond that necessary to establish the nature, characteristics and functioning of the goods. In other words, you can try the item and it should be in the same condition as when you received it.
If the item shows exceptional signs of wear or damage beyond the above, it is considered used. This means that if you cancel the purchase, you will only receive a partial or no refund of the purchase amount, depending on the commercial value of the item at the time of receipt - return.
To receive a full refund, you must test the product for 14 days.
REPAYMENT
If you cancel your purchase, you will of course receive a refund of the amount you paid to us. In the event of depreciation for which you are responsible, this will be deducted from the purchase amount. Upon exercise of the right of withdrawal, all payments received from you, including delivery costs (except for additional costs resulting from your choice of a delivery method other than the cheapest standard delivery offered by us), will be refunded to you promptly and at the latest within 14 days from the date on which we received your decision to exercise the right of withdrawal.
We will refund you using the same payment method you used for the original transaction, unless you have expressly agreed otherwise. We may withhold reimbursement until we have received the goods back, unless you have provided evidence of having returned the goods by then.
REMEDIES
A complaint about a product or service can be addressed to Schlichtung für Verbrauchergeschäfte Mariahilfer Straße 103/1/18 1060 Vienna, Austria.
You can complain to the Consumer Dispute Resolution Board via https://www.verbraucherschlichtung.or.at.
To be able to complain, the product or service you wish to complain about must have cost at least EUR 20 and no more than EUR 10,000. A fee will be charged to process the complaint.
If you are a consumer and live in another EU country, you can register your complaint on the EU Commission's online complaints platform.
You can find the platform here: https://ec.europa.eu/consumers/odr/
If you submit a complaint here, please provide our email address: contact@happy-voyage.shop.