💳 Refund and Returns Policy

Effective Date: October 2025
Company: Breuer Handels- und Service GmbH
Website: https://www.kaminholzz.com
Address: Dorfstraße 7, 12621 Berlin, Germany
Email: contact@kaminholzz.com

1. Overview

We want you to be completely satisfied with your purchase from Kaminholz.
This Refund and Returns Policy explains the terms under which customers may return goods or request a refund, in accordance with European consumer law.

If you have any questions regarding this policy, please contact our customer service team at contact@kaminholzz.com.

2. Right of Withdrawal (EU Consumers)

Under EU consumer protection law, you have the right to withdraw from your purchase within 14 calendar days of receiving your order, without giving any reason.

To exercise this right, please contact us by email at contact@kaminholzz.com, clearly stating:

  • Your name and address

  • Order number

  • The products you wish to return

  • The date of purchase and delivery

We will confirm receipt of your withdrawal request by email.

3. Conditions for Returns

To be eligible for a return, the following conditions must be met:

  • Items must be unused, unopened, and in their original packaging.

  • The return must be initiated within 14 days of delivery.

  • You must provide proof of purchase (order confirmation or invoice).

Returns that do not meet these criteria may not be accepted.

4. Products Not Eligible for Return

Certain goods are excluded from the right of withdrawal, including:

  • Custom-cut, personalized, or made-to-order items

  • Perishable or degradable products (e.g., natural wood with moisture content)

  • Items damaged after delivery due to improper handling or storage

If your item falls under one of these categories, it cannot be refunded unless it is defective or damaged upon receipt.

5. Return Procedure

  1. Contact us at contact@kaminholzz.com to request a return authorization.

  2. Package your items securely in their original condition.

  3. Ship the parcel to the return address provided in our confirmation email.

Return shipping costs are borne by the customer, unless the item is defective or sent in error.

We recommend using a tracked delivery service, as we cannot be held responsible for lost returns.

6. Refunds

Once we receive and inspect your returned goods, we will notify you of the refund approval or rejection.
If approved, your refund will be processed within 14 days, using the same payment method you used for the original transaction.

Please note that:

  • Shipping costs are non-refundable, except in cases of defective or incorrect items.

  • If only part of an order is returned, the delivery fee may be recalculated accordingly.

7. Damaged or Defective Items

If you receive a defective or damaged item, please notify us within 48 hours of delivery by sending:

  • Your order number

  • A detailed description of the issue

  • Photos clearly showing the defect or damage

We will review your claim and, if valid, offer one of the following options:

  • Replacement of the defective product

  • Exchange for an equivalent item

  • Full refund (including return shipping costs)

8. Late or Missing Refunds

If you haven’t received your refund after 14 days:

  1. Check your bank account again.

  2. Contact your credit card company; it may take additional time for the refund to be posted.

  3. If you still have not received your refund, contact us at contact@kaminholzz.com.

9. Return Address

Breuer Handels- und Service GmbH
Attn: Returns Department
Dorfstraße 7
12621 Berlin, Germany

10. Legal Basis

This Refund and Returns Policy complies with:

  • Directive (EU) 2011/83 on consumer rights

  • §§ 312g and 355 of the German Civil Code (BGB)

  • Applicable GDPR provisions for data processing during returns and refunds

11. Contact Information

For any questions or return requests, please contact:
📧 Email: contact@kaminholzz.com
📞 Phone: +49 (0)30 5478 2631