Returns & Exchanges

Right of withdrawal

Always notify us of your return by sending an email to info@urnenspecialist.com. Without prior notification, we cannot process your return. You will then receive a return form from us by email. Please include the completed return form in your return package. Return shipping costs are the responsibility of the customer.


Upon delivery of products:

    1. When purchasing products, consumers have the right to cancel the agreement without giving reasons within 14 days. This cooling-off period begins on the day after the consumer, or a representative designated in advance by the consumer and notified to the company, receives the product.

    1. During the cooling-off period, the consumer will handle the product and its packaging with care. They will only unpack or use the product to the extent necessary to assess whether they wish to keep it. If they exercise their right of withdrawal, they will return the product with all accessories supplied and – if reasonably possible – in its original condition and packaging to the entrepreneur, in accordance with the reasonable and clear instructions provided by the entrepreneur.

    1. If the consumer wishes to exercise their right of withdrawal, they are required to notify the entrepreneur within 14 days of receiving the product. This notification must be made using the standard form or another means of communication, such as email. After the consumer has indicated their intention to exercise their right of withdrawal, they must return the product within 14 days. The consumer must prove that the delivered goods were returned on time, for example, by providing proof of shipment.

    1. If the customer has not indicated that they wish to exercise their right of withdrawal after the periods mentioned in paragraphs 2 and 3 have expired, or has not returned the product to the entrepreneur, the purchase is final.


When providing services:

    1. When providing services, the consumer has the option to cancel the contract without giving any reason for at least 14 days, starting on the day the contract is concluded.

    1. In order to exercise his right of withdrawal, the consumer will follow the reasonable and clear instructions provided by the entrepreneur with the offer and/or at the latest upon delivery.

Costs in case of revocation

    1. If the consumer exercises his right of withdrawal, he will be responsible for at most the costs of return.

    1. If the consumer has paid an amount, the entrepreneur will refund this amount as soon as possible, but no later than 14 days after cancellation. This is subject to the condition that the product has already been received by the online retailer or conclusive proof of complete return can be provided. Refunds will be made via the same payment method used by the consumer, unless the consumer explicitly consents to a different payment method.

    1. In the event of damage to the product due to careless handling by the consumer, the consumer is liable for any decrease in value of the product.

  1. The consumer cannot be held liable for any diminished value of the product if the entrepreneur has not provided all legally required information about the right of withdrawal, which must be provided before concluding the purchase agreement.