Refund policy
This policy explains your right to cancel, how returns and exchanges work, who pays for return shipping and when you receive your refund. It applies to every purchase in the SoleVair online shop. Nothing in this policy limits your statutory rights.
1. Your right to cancel (14 days)
Under the UK Consumer Contracts Regulations 2013 you may cancel your purchase within 14 days without giving any reason. The cancellation period ends 14 days after the day on which you, or a person you nominate, receive the goods. To meet the deadline it is enough to send your cancellation before the 14 days expire.
To cancel, email info@offen.de with your order number, or use the model form on our Withdrawal Form page - the form is optional, not a requirement.
2. How to register a return
Please register every return by email before sending anything back. You will receive the return address together with our confirmation - returns are only accepted after registration, and registering first is also the fastest way to get everything resolved. Please do not send parcels to the business address shown in the shop; it is the operator's registered address, not the returns address.
Once you have cancelled, please send the goods back within 14 days of notifying us.
3. Condition of returned items
You may inspect an item as you would in a shop - unfold it, try it on, look at the details. If the value of an item is diminished by handling beyond what is necessary to establish its nature, characteristics and function (for example wear, washing, missing tags or heavy creasing), we may reduce the refund accordingly. Items should come back in their original condition and, where possible, in their original packaging.
4. Return costs
Return costs depend on the reason for the return:
- Return for a refund (change of mind): you pay the direct cost of returning the goods. The cost depends on the carrier you choose.
- Exchange for another size or colour: free - we cover the return postage and the delivery of the replacement. Details in section 5.
- Faulty or incorrectly delivered items: we cover the return costs. Please contact us before sending anything back so we can provide a prepaid way to return the item.
5. Exchanges (free)
An exchange for another size or colour is possible within the same 14 days from delivery. Register the exchange by email to info@offen.de with your order number and the size or colour you would like instead.
We reserve the replacement and dispatch it as soon as your exchange is registered - you do not wait for your return to reach us. You then simply send the original item back.
The exchange is free for you: we cover both the return postage for the original item and the delivery of the replacement.
If the size or colour you want is no longer available, we tell you straight away and refund you instead.
6. Refunds
Once your return has arrived and been checked, we refund the purchase price within 5 business days to the payment method you used for the order. As delivery is free, there are no outbound delivery costs to reimburse on top. Depending on your payment provider it can take a few additional days for the amount to show in your account.
7. Faulty or incorrectly delivered items
If an item arrives faulty, damaged or different from what you ordered, contact us at info@offen.de with your order number and a photo of the item. We cover the return costs and will arrange a replacement or a full refund, whichever you prefer. Your statutory rights under the Consumer Rights Act 2015 remain unaffected by everything in this policy.
8. Changing or cancelling an order before dispatch
You can change or cancel an order free of charge as long as it has not been handed to the carrier. Email info@offen.de with your order number as soon as possible. Once the parcel is with the carrier, the 14-day cancellation right in section 1 applies instead.
9. Statutory rights
This policy sits alongside, and does not replace, your statutory rights as a consumer - including your rights under the Consumer Rights Act 2015 in respect of goods that are faulty or not as described.
Related policies
Shipping · Withdrawal Form · Payment Policy · Terms of service
Contact
Business information
SoleVair - Ronny Slotosch (sole trader)
Jügesheimer Weg 32, 63500 Seligenstadt, Germany
info@offen.de
+49 176 64148260
Support hours: Monday to Friday, 8:00 AM to 2:00 PM GMT/BST (UK time), email and phone