Frequently Asked Questions

 

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Refunds/Returns

Refund Policy

According to EU laws, we generally permit you to initiate the return process for 14 days after delivery. If 14 days have gone by since the delivery and you haven’t contacted us about returning your item(s), unfortunately, we can’t offer you a refund or exchange.

This means that you have 14 days after you receive your order to contact us to initiate the return process by telling us that you would like to return your item. (It does not matter how long the shipping from you to us will take, just make sure you send out your return within 14 days!)

Use this template for contacting us to initiate the return process:

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase. We can identify you quickly when you contact us with the email you used for ordering. Please, make sure to include your name and order number in this email.

Please, never send your purchase back to the address you got it from! Contact us first!

After contacting us, we will give you instructions on how to mail the items to us.

You will be responsible for the postage fee to ship the items to our Austrian offices. Shipping costs are non-refundable. 

If you are shipping an item over 75€, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item if you do not use reliable and trackable services. 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. Inspecting and refunding your item may take up to two weeks. We will also notify you of the approval or rejection of your refund.

If you are approved, we will send you a gift card with a credit worth the product you are returning.

If you’ve done all of this and you still have not received your gift card yet, please contact us at support@plan18store.com or via our contact form.

More details you can find in our Terms and Conditions.

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