Politique de remboursement
Cancellation policy
Right of withdrawal
You have the right to cancel this contract within thirty days without giving any reason. The revocation period is thirty days from the day on which you or a third party named by you, who is not the carrier, have taken or has taken possession of the last goods.
To exercise your right of withdrawal, you must inform us (Snow Commerce GmbH, Mälzerstraße 3, 07745 Jena, Germany, contactDE@startrekshopsupport.com) by means of a clear declaration (e.g. a letter sent by post or 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.
In order to comply with the withdrawal period, it is sufficient that you send the notification of the exercise of the right of withdrawal before the expiry of the withdrawal period.
Consequences of the revocation
If you revoke this contract, we shall reimburse you all payments we have received from you, including delivery costs (with the exception of additional costs resulting from the fact that you have chosen a type of delivery other than the most favorable standard delivery offered by us), without undue delay and no later than within fourteen days from the day on which we received the notification of your revocation of this contract. For this repayment, we will use the same means of payment that you used for the original transaction, unless expressly agreed otherwise with you; in no case will you be charged any fees because of this repayment. We may refuse repayment until we have received the goods back or until you have provided proof that you have returned the goods, whichever is the earlier.
You must return or hand over the goods to us without undue delay and in any case no later than within fourteen days from the day on which you notify us of the revocation of this contract. The deadline is met if you send the goods before the expiry of the period of fourteen days. You shall bear the direct costs of returning the goods. You will only have to pay for any loss in value of the goods if this loss in value is due to handling of the goods that is not necessary for checking the condition, properties and functioning of the goods.
The right of withdrawal does not apply to the following contracts:
* Contracts for the supply of goods that are not prefabricated and for the manufacture of which an individual selection or determination by the consumer is decisive or which are clearly tailored to the personal needs of the consumer.
Sample cancellation form
(If you want to revoke the contract, please fill out this form and send it back).
- To contactDE@startrekshopsupport.com or to Snow Commerce GmbH, Mälzerstrasse 3, 07745 Jena, Germany or write to customer service team
- I/we (*) hereby revoke the contract concluded by me/us (*) for the purchase of the following
goods (*)/the provision of the following service (*)
- Ordered on (*)/received on (*)
- Name of the consumer(s)
- Address of the consumer(s)
- Signature of consumer(s) (only in case of paper communication)
- Date(s)
(*) Delete where not applicable.
You can reach our customer service team here. Our customer support team is available Monday through Friday 9:00am – 5:00pm CET. If you submit a return form on a weekend day, our customer service team will contact you the following Monday.
Merchandise cannot be returned if personalized, used, washed or worn.
Please allow 2-3 weeks for processing your returns.
Receiving Credit on Your Return
Please fill out our contact us form and include your order number and details for the reason why you would like to return your product.
The number of days the credit will take to post will depend on your financial institution's policy regarding credits
Paypal Payments
If the purchase was made via Paypal then the refund will return to the Paypal account used to purchase. This will appear as credit in your Paypal account which you can use to make a purchase, or request to withdraw from Paypal to your bank account. Login to your Paypal account to get started.
Exchanges
We currently do not offer exchanges. But please feel free to contact our customer service team here and a customer service representative will be in contact with you shortly to make things right.
Damaged Products
Take a picture of the damaged area(s) and send them to customer service, and please include your order number. Pictures are required to process a damaged return. A customer service representative will contact you with further instructions once the form has been submitted.
Personalized Products
All personalized items are nonreturnable. We regret that we are unable to refund any personalized item. The item has been personalized to your specifications and cannot be resold.