Widerrufsrecht
Last updated: June 2026
1. Return Conditions
We accept returns only for items that are returned in their original condition. To be eligible for a return, products must be unworn, unwashed, unaltered, unused, free from stains, odours, damage, or any signs of wear, with all original tags attached and the original packaging intact.
All returned items are carefully inspected upon arrival. If a returned item does not meet these conditions, the return may be refused and the item may be sent back to the customer.
2. How to Request a Return
All returns require prior authorisation before any item is sent back. Returns sent without contacting us first may not be accepted.
To request a return, please contact us at kontakt@egonhaus.de within the applicable return period. Please include your order number and the reason for your return request.
We will acknowledge your request within 48 hours and provide detailed return instructions, including the return address and any additional information required. We strongly recommend using a tracked shipping service, as we cannot accept responsibility for returns that are lost during transit.
3. Return Shipping Costs
If you received a damaged, defective, or incorrect item due to our error, we will cover all reasonable return shipping costs.
For all other situations, including but not limited to change of mind, incorrect size selected, incorrect colour selected, duplicate orders, accidental purchases, ordering the wrong product, products that do not meet personal expectations, delayed return requests, or any other circumstance resulting from customer preference or error, the customer is responsible for all return shipping costs.
Original shipping charges are non-refundable except where the return results from our error.
4. Damaged or Defective Items
If your order arrives damaged, defective, or you receive an incorrect item, please contact us within 48 hours of delivery.
Please include your order number together with clear photographs showing the issue so that we can investigate promptly.
Once the issue has been confirmed, you may choose either a free replacement or a full refund. In these cases, all return shipping costs will be covered by us.
5. Refund Process
Once your returned item has been received, it will be inspected to confirm that it satisfies our return conditions.
Approved refunds are processed to the original payment method within 7 to 14 business days after the inspection has been completed.
Depending on your payment provider, bank, or card issuer, it may take an additional one or two billing cycles before the refund appears on your account.
Shipping charges are not refundable unless the return results from a damaged, defective, or incorrectly supplied item.
6. Exchanges
If you would like to exchange an item, please contact us before returning your order so that we can confirm product availability.
Exchanges are subject to available stock.
If the requested replacement item is unavailable, a full refund will be issued after the returned product has successfully passed inspection.
7. Non-Returnable Items
We cannot accept returns for products that have been worn, washed, altered, damaged after delivery, or show any indication of use.
Items returned without their original tags, without the original packaging, or with stains, odours, pet hair, cosmetic marks, or any other evidence of use may be rejected.
8. Late or Missing Refunds
If you have not yet received your refund, we recommend first checking your bank account and then contacting your credit card provider or payment provider, as processing times may vary.
If you have completed these steps and your refund is still not visible after the applicable processing period, please contact us at kontakt@egonhaus.de and we will be happy to assist you.
9. Return Window
Returns are accepted only when the return request is submitted within 14 days of the date the order was delivered and when all return conditions described in this policy are fully satisfied.
Requests submitted after this period cannot be accepted.
This policy is provided in accordance with Directive 2011/83/EU and does not affect any mandatory consumer rights applicable under European law.
10. Order Cancellations
Due to our fast-paced fulfilment process, orders are picked, packed, and dispatched directly from our own inventory shortly after purchase.
Cancellation requests can only be accepted within two hours of placing the order, provided the order has not already been dispatched.
Once an order has been dispatched, cancellation is no longer possible. Customers must wait for delivery and, if eligible, follow the return procedure outlined in this policy.
11. Contact Us
If you have any questions regarding returns, refunds, or exchanges, please contact our customer support team at kontakt@egonhaus.de.
We respond to customer enquiries within 24 hours on business days and aim to resolve all return requests as quickly as possible.