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Cancellation Policy

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At HubFrostWeek, we aim to provide a transparent and hassle-free customer experience. This Cancellation Policy explains when and how you may cancel an order and your rights under applicable German and European consumer protection laws.

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1. Order Cancellation Before Shipment

You may request to cancel an order before it has been shipped.

To request a cancellation, please contact us as soon as possible at info@hubfrostweek.com and provide your order number.

If your order has not yet been shipped, we will make reasonable efforts to cancel it and, where applicable, issue a refund using the original payment method.

Please note that we cannot guarantee cancellation once an order has entered the fulfillment or shipping process.

2. Right of Withdrawal for EU Consumers

If you are a consumer residing within the European Union, you generally have a statutory 14-day right of withdrawal for eligible distance purchases.

The withdrawal period generally begins when you, or a third party designated by you, receives the goods.

You do not generally need to provide a reason for exercising your statutory right of withdrawal.

To exercise this right, please contact us at:

info@hubfrostweek.com

Nothing in this Cancellation Policy limits or excludes mandatory consumer rights under applicable German or European Union law.

3. Cancellation After Shipment

Once an order has been shipped, it may no longer be possible to cancel the order before delivery.

If you still wish to withdraw from the purchase, you may exercise your statutory withdrawal rights where applicable by following the return procedure described in our Refund & Returns Policy.

4. Cancellation Conditions

To request cancellation before shipment:

  • Provide your order number.

  • Contact us as soon as possible after placing the order.

  • Provide accurate contact and order information.

  • The order must not have already been shipped where cancellation before shipment is requested.

We will review the status of the order and inform you whether cancellation is possible.

5. Refunds Following Cancellation

Where an order is successfully cancelled before shipment:

  • The refund will generally be issued using the original payment method.

  • Refund processing times may depend on your payment provider or financial institution.

  • We will process the refund within the timeframe required by applicable law.

If the order has already been shipped and the customer exercises a statutory right of withdrawal, refund processing will be handled in accordance with applicable withdrawal and return requirements.

6. Products That May Be Excluded From Withdrawal

Certain products may be subject to statutory exceptions to the right of withdrawal.

Depending on the circumstances, exceptions may include:

  • Products made according to the customer's specifications or clearly personalized.

  • Sealed products that are not suitable for return for health or hygiene reasons once unsealed, where applicable.

  • Other goods for which an exception applies under applicable German or European consumer protection law.

Any statutory exception will be applied only to the extent permitted by applicable law.

7. Damaged, Incorrect, or Defective Products

If you receive a home décor product that is:

  • Incorrect

  • Damaged

  • Defective

  • Missing parts or accessories

  • Significantly different from the product ordered

please contact us at info@hubfrostweek.com.

To help us resolve the issue, we may request:

  • Order number

  • Description of the issue

  • Photographs of the product

  • Photographs of the packaging, where relevant

  • Other information reasonably necessary to investigate the matter

Depending on the circumstances and applicable law, we may provide a replacement, repair, refund, price reduction, or another appropriate remedy.

8. Fraud Prevention

For security reasons, HubFrostWeek reserves the right to delay, refuse, or cancel transactions where fraud, unauthorized payments, suspicious activity, or other unlawful activity is reasonably suspected, subject to applicable law.

Additional verification may be requested where reasonably necessary.

9. Contact Information

If you have any questions regarding order cancellations or your consumer rights, please contact us:

Business Name: HubFrostWeek

Legal Entity: Izzy Stuff UG (haftungsbeschränkt)

Business Structure: Unternehmergesellschaft (UG) (haftungsbeschränkt)

Commercial Register Number: HRB 43675

Registered Court: Amtsgericht Leipzig

Business Address: Klingenstraße 22 04229 Leipzig Germany

Email: info@hubfrostweek.com

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At HubFrostWeek, we are committed to handling cancellation requests fairly, efficiently, and in accordance with applicable German and European consumer protection laws.

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