Refund & Returns
At HubFrostWeek, we want you to feel confident with every purchase. If for any reason you are not completely satisfied with your order, you may be entitled to return the product or request a refund in accordance with this policy and your rights under applicable German and European consumer protection laws.
1. Right of Withdrawal
If you are a consumer located in 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 have to provide a reason for exercising your statutory right of withdrawal.
To exercise your right of withdrawal, please contact us at:
We recommend providing your order number and the product you wish to return so that we can process your request efficiently.
2. Returning Products
When exercising your statutory right of withdrawal, products should generally be returned without undue delay and within the period required by applicable law.
Unless otherwise required by law, customers are responsible for taking reasonable care of products while they are in their possession.
Where legally applicable, products should be returned in their original condition and with their original packaging, accessories, and accompanying materials where reasonably possible.
However, the absence of original packaging does not automatically eliminate statutory consumer rights where such rights cannot legally be excluded.
3. Return Shipping Costs
Unless otherwise stated or required by applicable law, the customer may be responsible for the direct cost of returning products when exercising the statutory right of withdrawal.
Where a product is defective, damaged, incorrect, or does not conform to the order, HubFrostWeek will handle the matter in accordance with applicable statutory consumer protection and warranty requirements.
4. Refunds
When a valid withdrawal or return is approved, refunds will generally be made using the original payment method.
Under applicable withdrawal laws, we may withhold reimbursement until we have received the returned goods or the customer has provided evidence that the goods have been sent back, whichever occurs first.
Where applicable, we will reimburse the standard delivery costs paid for the original order. Additional costs resulting from the customer's choice of a more expensive delivery method may not be reimbursed where permitted by law.
Refund processing times may depend on the payment provider and banking system.
5. Damaged, Defective, or Incorrect Products
If you receive a product that is:
-
Damaged during delivery
-
Defective
-
Incorrect
-
Missing parts or accessories
-
Significantly different from the product ordered
please contact us at info@hubfrostweek.com.
To help us investigate the issue, we may request:
-
Order number
-
Description of the problem
-
Photographs of the product
-
Photographs of damaged packaging, where applicable
-
Other information reasonably necessary to process the claim
Depending on the circumstances and applicable law, we may offer an appropriate remedy, which may include:
-
Replacement of the product
-
Repair where applicable
-
Refund
-
Price reduction
-
Other remedy available under applicable statutory rights
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, this may include goods that are:
-
Made according to the customer's specifications or clearly personalized
-
Sealed goods that are not suitable for return for health or hygiene reasons once unsealed, where applicable
-
Other products falling within an applicable statutory exception
Any applicable statutory exception will be interpreted in accordance with the relevant consumer protection laws.
7. Commercial Returns
In addition to statutory consumer rights, HubFrostWeek may voluntarily accept certain returns in accordance with the conditions communicated at the time of purchase.
Any voluntary return policy does not restrict or replace mandatory statutory consumer rights.
8. Order Cancellation
If you wish to cancel an order before it has been shipped, please contact us as soon as possible at: info@hubfrostweek.com
We will make reasonable efforts to accommodate cancellation requests before fulfillment or shipment.
If the order has already been shipped, the customer may instead need to follow the applicable return or withdrawal procedure.
Nothing in this section limits any statutory cancellation or withdrawal rights available to consumers.
9. Refunds for Undeliverable Orders
If an order is returned to us because the delivery address was incorrect or incomplete, or because the customer failed to accept or collect the shipment, we will review the circumstances.
Any refund or additional shipping charges will be handled in accordance with applicable law and the circumstances of the order.
10. Return and Refund Requests
To request a return, withdrawal, replacement, or refund, please contact us and provide:
-
Your full name
-
Order number
-
Email address used when placing the order
-
Product you wish to return
-
Reason for the request, if applicable
Once your request has been reviewed, we will provide any necessary return instructions.
Please do not send products to our registered business address unless we have specifically instructed you to do so for your particular return.
11. Chargebacks and Payment Disputes
If you experience a problem with your order, we encourage you to contact us before initiating a chargeback or payment dispute so that we have an opportunity to resolve the issue.
Nothing in this section limits your legal rights or your ability to contact your bank, payment provider, or relevant authority where appropriate.
12. Statutory Consumer Rights
Nothing in this Refund & Returns Policy excludes, limits, or replaces mandatory consumer rights under applicable German or European Union law.
Where statutory rights provide greater protection than the terms of this policy, the statutory rights will apply.
13. Contact Information
If you have questions regarding returns, refunds, cancellations, or your order, 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
At HubFrostWeek, we are committed to handling returns and refund requests fairly, transparently, and efficiently while respecting the consumer protections established under applicable German and European legislation.