Right of Withdrawal

Right to Cancel

You have the right to cancel your order without having to give a reason at any time before your goods are dispatched or within 14 days after delivery, such 14 day period beginning on the day after you receive the goods. Where your order comprises multiple delivery ship-ments, the 14 day cancellation period for the goods in your order begins on the day after you receive the delivery of the last shipment to you.

To exercise your right to cancel, you must inform us of your decision to cancel by phone, mail, fax or e-mail using the contact details set out above. You may wish to use the model cancellation form to cancel your order, but you are not obliged to. If you are cancelling because of any problem with the goods, please notify us of the problem at the time of cancellation. As a registered customer you can cancel your order using the online cancellation in the customer account area of our website and you will be notified about the the receipt of your cancellation without undue delay.

Cancellation consequences

You must send the goods back to us to our contact address (Prolana GmbH, Am Langholz 3, DE-88289 Waldburg, Germany) without undue delay and in any event within 14 days after the day of the cancellation.

For shipments by parcel, we will reimburse you the cost for a standard shipment to return the goods.

For shipments of bulky goods, we will organize and directly pay for transport and the goods to be collected at the initial delivery location. Our transportation partner (Spedition Gebrüder Weiss) will therefore contact you directly to arrange for pickup.

Following cancellation, we will refund you the price paid for the cancelled order (or part of the order cancelled). We will also refund any standard delivery and return charges paid, or an amount equal to those charges if you elect to use a more expensive delivery method. We will pay the refund within 14 days after the day:

- You notified us to cancel your order, where you have not received the goods (and the goods have not been dispatched to you) or where we have agreed to collect the goods; or,

- We receive the goods you returned to us, where you are in receipt of the goods; or
- You provide us with a proof of return for the goods, where you have returned the goods but we have not yet received them.

We will refund you using the same means of payment as you used to pay for your order. We reserve the right to make a deduction from the amount of the refund for loss in value of the
goods returned where the goods show signs of unreasonable use; for these purposes, unreasonable use means handling the goods beyond what is necessary to establish the na-
ture, characteristics and functioning of the goods, in particular if it goes beyond the sort of handling that might reasonably be allowed in a shop. We may withhold any refund until we
have received the goods or you have supplied proof of return for the goods.


§ 1 The right of cancellation does not apply to distance selling contracts to the delivery of goods

          a. which are not prefabricated and where the production is determined by an individual selection or instruction by the consumer or which are clearly tailored to the personal needs of the consumer,

          b. which are for the reasons of health protection or hygiene not suitable to be returned, if their seal has been removed after delivery,

          c. which have been mixed after the delivery with other goods and are non separable due to their properties.

§ 2 Please avoid damage and contamination. If possible send the goods in their original packaging with all accessories and with all packaging components to us. Use a protective outer packaging. If you do not have the original packaging material, please provide a suitable package for adequate protection against damage during transport, in order to avoid claims for damages incurred due to faulty packaging.

§ 3 Please return the goods to us as a prepaid package and keep the receipt. Upon request, we will refund the postage costs in advance, if they are not to be borne by you.

§ 4 Please note that the conditions referred to in paragraphs 2 to 3 are not a prerequisite for the effective exercise of the right of withdrawal.