Refund policy
We offer a 30-day return policy. This means that you have 30 days after ordering your item to request a return.
To be eligible for a return, the item must be in the same condition in which you received it: unworn, unused, with tags attached and in its original packaging. You will also need the receipt or another proof of purchase.
To initiate a return, please log in to your customer account at account.windrose-schmuckkoffer.de. You can also contact us at windrose.shop@sachergmbh.com.
If your return is accepted, you will receive an email from us confirming the return and providing all instructions on how and where to send the parcel. Items returned to us without a prior return request will not be accepted.
If you have any questions regarding returns, you can contact us at any time at windrose.shop@sachergmbh.com.
Damage and issues
Please check your order upon receipt and contact us immediately if the item is faulty or damaged, or if you have received the wrong item, so that we can assess and resolve the issue.
Please also check whether the damage may have occurred during shipping. If so, please take photos of the damaged shipping carton for possible future claims.
Exceptions / items not eligible for return
Certain items cannot be returned, for example perishable goods (such as food, flowers or plants), custom-made items (such as special orders or personalised items) and personal care products (such as beauty products). We also do not accept returns of hazardous materials, flammable liquids or gases. Please contact us if you have any questions or concerns about a specific item.
Unfortunately, we cannot accept returns of sale items or gift vouchers.
Exchange
Returning the item you have received is the fastest way to get the item you want. Once the return is accepted, you can purchase the new item in a separate transaction.
European Union – 14-day right of withdrawal
Notwithstanding the above, you have the right to cancel or return your order within 14 days without giving any reason, if the goods are shipped to the European Union. As described above, the item must be in the same condition in which you received it: unworn, unused, with tags attached and in its original packaging. You will also need the receipt or another proof of purchase.
Refunds
We will notify you once we have received and inspected your return and inform you whether the refund has been approved or not. If approved, you will receive an automatic refund to your original payment method within 10 working days. Please note that it may take some time for your bank or credit card provider to process and post the refund.
If more than 15 working days have passed since we approved your return, please contact us at windrose.shop@sachergmbh.com.
Return regulations (EU only)
You have the right to 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 nominated by you, who is not the carrier, has taken possession of the goods.
To exercise your right of withdrawal, you must inform us
Sacher & Co. GmbH
Windrose SHOP
An der Mühle 6
09456 Annaberg-Buchholz
Germany
Telephone +49 3733 6789 800
Fax +49 3733 6789 841
Email: windrose.shop@sachergmbh.com
by means of a clear statement (for example a letter sent by post, fax or email) of your decision to withdraw from this contract. You may use the attached model withdrawal form, but this is not obligatory.
To meet the withdrawal deadline, it is sufficient that you send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
Effects of withdrawal (EU only)
If you withdraw from this contract, we shall reimburse you all payments received from you, including delivery costs (with the exception of any additional costs resulting from your choice of a delivery method other than the least expensive standard delivery offered by us), without undue delay and no later than fourteen days from the day on which we are informed of your decision to withdraw from this contract. The reimbursement will be made using the same means of payment as you used for the initial transaction, unless expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back or until you have supplied evidence of having sent back the goods, whichever is the earlier.
You must send back or hand over the goods without undue delay and in any event no later than fourteen days from the day on which you inform us of your withdrawal from this contract. The deadline is met if you send back the goods before the period of fourteen days has expired. You will bear the direct cost of returning the goods.
You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
Model withdrawal form (EU only)
(If you wish to withdraw from the contract, please complete this form and return it.)
To:
SACHER & Co. GmbH
Windrose SHOP
An der Mühle 6
09456 Annaberg-Buchholz
Germany
Fax: +49 3733 6789 841
Email: windrose.shop@sachergmbh.com
I/We (*) hereby give notice that I/we (*) withdraw from my/our (*) contract for the purchase of the following goods (*) / the provision of the following service (*)
Customer no.
Ordered on (*) / received on (*)
Name of consumer(s)
Address of consumer(s)
Signature of consumer(s) (only if notification is made on paper)
Date
(*) Delete as appropriate.