Widerrufsrecht
This Return and Refund Policy applies to every order placed with Vionerra through https://vionerra.shop (the "Site"). It sets out your statutory rights as a consumer and the additional return promise we make on top of them. Nothing in this policy limits, shortens, or excludes any right you have under mandatory German or European Union consumer law.
1. Summary
| Statutory right of withdrawal | 14 days from delivery, no reason required |
| Our voluntary return window | 30 days from delivery |
| Standard delivery | Free on every order, 15 to 20 business days from order confirmation |
| Condition | Unused, complete, in original packaging |
| Who pays return shipping | You, unless the item arrived damaged, defective, or incorrect |
| Restocking fee | None |
| Refund after withdrawal | Within 14 days of your withdrawal statement |
| Refund after a voluntary return | Within 5 to 10 business days of approval |
| How to start | Email hello@vionerra.shop with your order number |
2. Prices, delivery, and the legal framework
All prices on the Site are total prices in the currency shown at checkout and include statutory VAT at the rate applicable in Germany (currently 19%). Delivery costs are shown separately at checkout; our standard delivery is free of charge.
Standard delivery is free on every order, with no minimum order value and no handling fee, and takes 15 to 20 business days from the date your order is confirmed; remote areas may take up to 25 business days. Delivery times are business days and exclude weekends and public holidays. Full details, including tracking and what happens if a parcel is delayed or lost, are set out in our Shipping Policy. The contract of sale is concluded in English, and the contract text is stored by us and sent to you with the order confirmation.
3. Your statutory right of withdrawal (14 days)
If you are a consumer, you have a statutory right of withdrawal (Widerrufsrecht) under section 312g of the German Civil Code (BGB). You may withdraw from this contract within fourteen days without giving any reason.
The withdrawal period is fourteen days from the day on which you, or a third party other than the carrier and nominated by you, take physical possession of the goods. Where an order consists of several items delivered separately, the period begins on the day you receive the last item.
To exercise your right of withdrawal, you must inform us — Vionerra, email hello@vionerra.shop — by a clear statement (for example an email with the subject "Widerruf") of your decision to withdraw from this contract. You may use the model withdrawal form set out in Annex 2 to Article 246a of the Introductory Act to the Civil Code (EGBGB), but you are not obliged to do so. To meet the deadline, it is sufficient to send your statement before the fourteen-day period expires.
If you withdraw, we will reimburse all payments received from you, including the cost of standard outbound delivery, without undue delay and in any event no later than fourteen days from the day on which we are informed of your decision. We will use the same means of payment that you used for the original transaction, unless expressly agreed otherwise; you will not be charged any fee for the reimbursement. We may withhold reimbursement until we have received the goods back or you have provided evidence that you have sent them back, whichever is earlier.
You must return or hand over the goods to us without undue delay and in any event no later than fourteen days from the day on which you inform us of the withdrawal. The deadline is met if you send the goods before the fourteen-day period expires. You bear the direct cost of returning the goods. You are liable for any diminished value of the goods only if that diminution results from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.
The right of withdrawal does not apply to contracts for: goods made to your specifications or clearly personalised; goods liable to deteriorate or expire rapidly; sealed goods that were unsealed after delivery and are not suitable for return for health protection or hygiene reasons; sealed audio or video recordings or computer software that were unsealed after delivery; newspapers, periodicals, or magazines other than subscription contracts; and digital content not supplied on a tangible medium where you expressly consented to performance before the end of the withdrawal period and acknowledged that you thereby lose your right of withdrawal (section 312g(2) BGB).
4. Our 30-day return promise
In addition to your statutory right of withdrawal, we accept returns within 30 days of delivery for any reason, provided the item is unused, unwashed, and undamaged, with all tags, accessories, and original packaging. This voluntary promise gives you longer than the law requires; it does not replace or reduce your statutory rights.
To use it, email hello@vionerra.shop within 30 days of delivery with your order number and the item you wish to return. We will reply within one business day with a return authorisation and the return address. Do not send anything back before you receive that authorisation, because unauthorised parcels cannot always be matched to an order.
5. Items that cannot be returned
Your statutory right of withdrawal does not apply to the categories listed in section 3. In addition, and only for returns made under our voluntary 30-day promise, the following are excluded: gift cards and vouchers; digital downloads and licence keys; items marked final sale or clearance on the product page at the time of purchase; and products that have been installed, assembled, or used.
6. Defects and the statutory guarantee
As a consumer you have statutory rights in respect of defects (Sachmängelhaftung). Under sections 434 and 437 of the German Civil Code we are liable for any lack of conformity that exists when the goods are handed over and that becomes apparent within two years of delivery (section 438(1) No. 3 BGB).
If the goods are defective, you are entitled in the first instance to subsequent performance (Nacherfüllung): repair or replacement, at your choice, subject to proportionality. If subsequent performance fails, is refused, or is unreasonable, you may reduce the purchase price, withdraw from the contract, or claim damages under sections 437 No. 2 and 3, 440 and 280 et seq. BGB.
If a defect becomes apparent within twelve months of delivery, the law presumes that it already existed at the time of delivery unless we prove otherwise (section 477 BGB). Defect claims become time-barred two years after delivery.
These rights exist independently of our voluntary 30-day return promise, and nothing in this policy shortens the two-year limitation period or limits your statutory remedies.
7. Return shipping costs
You bear the direct cost of returning the goods, both for withdrawals and for voluntary returns. We do not refund the outbound shipping cost, except where the law requires it (withdrawal) or where the item was damaged, defective, or incorrect.
We recommend a tracked service. Returns lost or damaged in transit to us cannot be refunded, because we never receive them. If the return is our fault, we will provide a prepaid label or reimburse your reasonable postage.
8. Refunds
For a withdrawal, we reimburse all payments received from you, including the cost of our standard outbound delivery, without undue delay and at the latest within 14 days of receiving your withdrawal statement. We may withhold the refund until we have received the goods back or you have provided evidence that you have sent them.
For a voluntary return, we inspect the item within three business days and issue the refund within 5 to 10 business days of approval. Refunds are always made to the original payment method, unless you expressly agree otherwise. You will not be charged any fee for the refund.
We may deduct an amount for any diminished value of the goods caused by handling beyond what is necessary to establish their nature, characteristics, and functioning. We will tell you the amount and the reason in writing before making any deduction.
9. Damaged, defective, or incorrect items
If your order arrives damaged, defective, or different from what you ordered, contact us within 7 days of delivery at hello@vionerra.shop with your order number, photographs of the item and the packaging, and a short description. We will arrange a replacement, a repair, or a full refund, including any shipping you paid, and we will cover the cost of returning the item if we ask for it. Keep the item and packaging until the matter is resolved.
10. Exchanges
The fastest route is to return the item for a refund and place a new order. Direct exchanges are possible subject to stock; email us and we will confirm availability and any price difference.
11. Cancellations before dispatch
You may cancel an order at any time before it is dispatched, and in any event within the 14-day withdrawal period described in section 3. Email hello@vionerra.shop with your order number. If the order has not yet left our warehouse, we will cancel it and refund you in full. If it has been dispatched, the withdrawal or return process applies instead.
12. Late or missing refunds
If we have confirmed your refund and it has not arrived, check your bank account and card statement, then contact your bank or card issuer, as posting times vary. If it is still missing after 10 business days, email hello@vionerra.shop with your order number and the date we confirmed the refund, and we will provide a transaction reference.
13. Excessive returns
We may refuse a return or charge the actual cost of return shipping where the policy is clearly being abused, for example through repeated returns of used goods or items purchased elsewhere. We will always explain our reasoning in writing, and this section does not affect your statutory rights.
14. Your statutory rights prevail
Where any provision of this policy conflicts with mandatory German or European Union consumer law, the mandatory provision prevails and the rest of this policy remains in force. In particular, nothing in our 30-day return promise, our return shipping allocation, or our authorisation requirement shortens the statutory withdrawal period or limits the legal guarantee of conformity.
15. Contact
- Store: Vionerra
- Website: https://vionerra.shop
- Email: hello@vionerra.shop
- Response time: within one business day, Monday to Friday
- Choosing a selection results in a full page refresh.