Refund policy
Right of withdrawal for consumers
A consumer is any natural person who enters into a legal transaction for purposes that are predominantly outside their trade, business or self-employed professional activity.
Information on the right of withdrawal
Right of withdrawal
You have the right to withdraw from this contract within 14 days without giving any reason.
The withdrawal period will expire 14 days after the day on which:
- you, or a third party other than the carrier and indicated by you, acquire physical possession of the goods, if you ordered one or more goods in a single order and they are delivered together;
- you, or a third party other than the carrier and indicated by you, acquire physical possession of the last good, if you ordered multiple goods in a single order and they are delivered separately;
- you, or a third party other than the carrier and indicated by you, acquire physical possession of the last lot or piece, if a good is delivered in multiple lots or pieces.
To exercise your right of withdrawal, you must inform us of your decision to withdraw from this contract by an unequivocal statement, for example a letter sent by post or an email, using the following contact details:
eQuatorial GmbH
Obere Hauptstraße 264
67363 Lustadt
Germany
Telephone: +49 6347 6060030
Email: support@drakensberg.de
You may use the model withdrawal form below, but this is not mandatory.
You may also exercise your right of withdrawal using the withdrawal function on our website (“Vertrag widerrufen” in the German version). If you use this function, we will send you an acknowledgement of receipt on a durable medium, such as email, without delay. The acknowledgement will include the content of your withdrawal statement and the date and time of its receipt.
To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
Effects of withdrawal
If you withdraw from this contract, we will reimburse all payments received from you, including delivery costs, except for any supplementary costs resulting from your choice of a type of delivery other than the least expensive standard delivery offered by us. We will reimburse you without undue delay and no later than 14 days from the day on which we are informed of your decision to withdraw from this contract.
We will use the same means of payment that you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the reimbursement.
We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is earlier.
You must send back the goods or hand them over to eQuatorial GmbH, Obere Hauptstraße 264, 67363 Lustadt, Germany, without undue delay and in any event no later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.
We will bear the direct cost of returning goods from Germany. For returns from other countries, you will bear the direct cost of returning the goods.
You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish their nature, characteristics and functioning.
Exclusions and loss of the right of withdrawal
The right of withdrawal does not apply to contracts for:
- the supply of goods that are not prefabricated and whose manufacture is determined by an individual choice or decision by the consumer, or goods that are clearly personalised;
- the supply of goods that are liable to deteriorate or expire rapidly;
- the supply of alcoholic beverages whose price was agreed at the time the contract was concluded, which can only be delivered after 30 days and whose actual value depends on fluctuations in the market that cannot be controlled by the trader;
- the supply of newspapers, periodicals or magazines, except subscription contracts for such publications.
The right of withdrawal is lost before the end of the withdrawal period in the following cases:
- the supply of sealed goods that are not suitable for return for health protection or hygiene reasons, if they were unsealed after delivery;
- the supply of goods that, after delivery, are inseparably mixed with other items due to their nature;
- the supply of audio or video recordings or computer software in sealed packaging, if the packaging was unsealed after delivery.
Voluntary 30-day return policy
In addition to the statutory right of withdrawal, we offer consumers a voluntary right to return goods purchased from our online shop within a total of 30 days from receipt of the relevant item by you or a third party other than the carrier and indicated by you.
To use this voluntary return policy, you must send the item back to us or hand it over to us within 30 days of receipt. Handing it to the carrier within this period is sufficient; the item does not have to reach us within the 30 days. Merely requesting or declaring a return within the 30 days is not sufficient and does not start an additional period for sending the item back.
Please return the item to eQuatorial GmbH, Obere Hauptstraße 264, 67363 Lustadt, Germany. To help us identify your return, please include your order number or your name and address. You do not need to give a reason for the return.
You may handle the item to establish its nature, characteristics and functioning. You are only liable for any diminished value caused by handling that goes beyond this examination. The exclusions and circumstances resulting in loss of the right of withdrawal listed above also apply to this voluntary return policy.
We will bear the direct cost of returning goods from Germany. For returns from other countries, you will bear the direct return cost.
We will refund the purchase price of the returned goods. If you return the entire order, we will also refund the cost of the least expensive standard delivery offered by us. Supplementary costs for a more expensive delivery method will not be refunded. Any diminished value for which you are liable may be deducted from the refund.
We will issue the refund without undue delay and no later than 14 days after we receive the goods back or you provide evidence of having sent them back, whichever is earlier. We will use the same means of payment as for the initial transaction, unless expressly agreed otherwise. We will not charge any fees for the refund.
Your statutory right of withdrawal and your statutory rights in respect of defective goods remain fully unaffected. The conditions of this voluntary return policy do not restrict those statutory rights. Any more favourable return or withdrawal terms granted to you for an earlier order continue to apply to that order.
Model withdrawal form
If you wish to withdraw from the contract, please complete and return this form. Use of this form is optional.
To:
eQuatorial GmbH
Obere Hauptstraße 264
67363 Lustadt
Germany
Email: support@drakensberg.de
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*):
__________________________________________________
Ordered on (*)/received on (*): __________________________
Name of consumer(s): _________________________________
Address of consumer(s): _______________________________
__________________________________________________
Signature of consumer(s) (only if this form is submitted on paper):
__________________________________________________
Date: _____________________________________________
(*) Delete as appropriate.