Widerrufsrecht
Thank you for shopping at cathyprom.shop.
This Return and Refund Policy explains the procedures applicable to withdrawals, cancellations, returns, refunds, damaged goods, defective goods, incorrect goods and other post-purchase issues.
This Policy is intended to operate consistently with mandatory German and European Union consumer-protection law.
Nothing in this Policy excludes or limits any statutory right that cannot lawfully be excluded or limited.
For assistance, contact:
Email: info@cathyprom.shop
Statutory 14-Day Right of Withdrawal
Consumers who purchase eligible goods from cathyprom.shop through a distance contract generally have a statutory right to withdraw from the contract without giving a reason.
The statutory withdrawal period is generally 14 days.
For an ordinary order containing goods, the withdrawal period generally begins when the consumer, or a third party designated by the consumer other than the carrier, acquires physical possession of the goods.
Where multiple goods ordered in one order are delivered separately, the withdrawal period generally begins when the final eligible item is received, where applicable under the relevant statutory rules.
Exercising the Right of Withdrawal
To exercise the statutory right of withdrawal, the customer must communicate a clear decision to withdraw from the contract.
Customers may contact us at:
The withdrawal communication should contain enough information for us to identify the relevant order, such as:
- Customer name;
- Order number;
- Email address associated with the order;
- Product concerned; and
- A clear statement that the customer wishes to withdraw from the contract.
A reason for withdrawal is not required.
Customers may also use any electronic withdrawal functionality provided through cathyprom.shop where available.
From 19 June 2026, qualifying EU online distance contracts are subject to electronic withdrawal-function requirements. Where these requirements apply, cathyprom.shop intends to make the relevant electronic function available through the store or associated customer/order interface.
Withdrawal Before Delivery
Where permitted by applicable law, customers may communicate their decision to withdraw before the goods have been delivered.
Customers who want to cancel or withdraw from an order before delivery should contact:
If fulfilment can reasonably be stopped, we will attempt to stop shipment.
If the order has already been dispatched, the customer may still exercise applicable statutory withdrawal rights and return the goods in accordance with this Policy.
Return Deadline After Withdrawal
After communicating a valid withdrawal, the customer must generally return the goods without undue delay and no later than 14 days after communicating the withdrawal, unless we have agreed to collect the goods or applicable law provides otherwise.
The return deadline is generally met if the customer sends the goods before the 14-day return period expires.
Customers should contact us before returning a product so that the appropriate return instructions and return destination for the relevant order can be provided.
Do not send an unsolicited return to an address appearing on a parcel, shipping label or third-party fulfilment document unless our customer-service team has confirmed that the address accepts returns.
Return instructions may vary depending on the product, fulfilment location and circumstances of the return.
Condition of Returned Goods
The statutory withdrawal right allows a consumer to inspect goods in a manner reasonably necessary to establish their nature, characteristics and functioning.
Customers should return products with reasonable care and, where practicable, with included accessories, documentation and original packaging.
The withdrawal right is not automatically lost merely because packaging has been opened.
However, where a consumer handles goods beyond what is reasonably necessary to establish their nature, characteristics and functioning, the consumer may be responsible for any legally recoverable diminished value resulting from that handling.
This provision does not reduce statutory rights regarding defective or non-conforming goods.
Return Shipping Costs for Change-of-Mind Withdrawals
For a valid statutory withdrawal relating to goods that are not defective or incorrect, the customer is responsible for the direct cost of returning the goods, unless:
- cathyprom.shop expressly agrees to pay the return cost;
- applicable law requires cathyprom.shop to pay the return cost; or
- the return results from defective, damaged, incorrect or otherwise non-conforming goods and the seller is legally responsible for the necessary return cost.
Customers should use an appropriate shipping method and retain evidence of dispatch.
Original Shipping Costs
All standard orders from cathyprom.shop are shipped using free standard shipping.
Accordingly, there is normally no standard outbound shipping charge to reimburse following withdrawal.
If an optional premium or expedited delivery service is offered and selected at additional cost, statutory reimbursement obligations generally do not require reimbursement of the additional amount above the least expensive standard delivery method offered, except where applicable law provides otherwise.
Refund Timing
Following a valid statutory withdrawal, we will process reimbursement within the period required by applicable law.
For applicable German distance contracts, reimbursement is generally required no later than 14 days after we are informed of the customer's decision to withdraw.
For contracts involving goods, we may generally withhold reimbursement until:
- we have received the returned goods; or
- the customer has supplied evidence that the goods have been sent back,
whichever occurs first, unless we have offered to collect the goods.
Refund Method
Refunds following a statutory withdrawal will generally be issued using the same payment method that the customer used for the original transaction unless:
- another method has been expressly agreed; and
- the alternative method does not result in additional costs to the customer.
Banks, card issuers and payment providers may require additional processing time after we have released a refund.
Damaged, Defective, Incorrect or Non-Conforming Goods
The statutory right of withdrawal is separate from statutory rights relating to defective or non-conforming goods.
If a customer receives a product that is:
- Damaged;
- Defective;
- Incorrect;
- Incomplete; or
- Otherwise not in conformity with the contract,
the customer should contact:
Customers are encouraged to provide:
- Order number;
- Description of the problem;
- Relevant photographs where reasonably possible; and
- Any other information reasonably necessary to investigate the issue.
Depending on the circumstances and applicable law, available remedies may include:
- Repair;
- Replacement;
- Supplementary performance;
- Price reduction;
- Contract termination;
- Refund; or
- Other remedies required by law.
For ordinary goods, German statutory claims for defects are generally subject to the applicable statutory limitation rules, which for ordinary new goods are generally based on a two-year period from delivery.
Nothing in this Policy replaces or restricts those statutory rights.
Costs Associated With Defective Goods
Where goods are legally defective or non-conforming and cathyprom.shop is responsible for providing a statutory remedy, customers will not be required to bear costs that the seller is required by applicable consumer law to bear.
This may include necessary transport or return costs associated with legally required supplementary performance.
Exceptions to the Statutory Withdrawal Right
The statutory withdrawal right may not apply to certain contracts where an exception recognized by applicable law applies.
Examples may include:
- Goods made to the consumer's specifications;
- Clearly personalized goods;
- Certain goods that are liable to deteriorate or expire rapidly;
- Sealed goods that are unsuitable for return for genuine health-protection or hygiene reasons after the seal has been removed;
- Certain sealed audio, video or software products after unsealing;
- Digital content supplied under circumstances in which the statutory withdrawal right has lawfully expired; and
- Other legally recognized exceptions.
An exception will be applied only where the applicable legal conditions are satisfied.
The fact that a product is clothing, fashion merchandise or available in ordinary size or colour options does not by itself eliminate statutory withdrawal rights.
Personalized Products
Where a product is genuinely manufactured or modified according to a customer's individual specifications or is clearly personalized, statutory withdrawal rights may be excluded where German law permits.
Any such exception must be assessed based on the actual nature of the product and applicable law.
This does not affect statutory rights where a personalized product is defective, damaged or does not conform to the contract.
Exchanges
Where an exchange is commercially available, customers may contact:
An exchange arrangement does not replace the customer's statutory rights.
Where an exchange cannot reasonably be completed, a return and refund or another statutory remedy may be appropriate.
Refused Deliveries and Unclaimed Parcels
Customers should not refuse delivery solely as a substitute for properly communicating a statutory withdrawal.
If a package is refused, unclaimed or returned to sender, customers should contact us so that the appropriate next steps can be determined.
Mandatory statutory refund and withdrawal rights remain unaffected.
Incorrect Shipping Address
Customers are responsible for entering accurate shipping information.
If a customer discovers an address error, the customer should contact:
as soon as possible.
We will attempt to correct the address where reasonably possible, but changes may not be possible after fulfilment or shipment has begun.
This does not affect any mandatory legal rights.
Refund Delays
After a refund has been issued by cathyprom.shop, the time required for the amount to appear in the customer's account may depend on the bank, card issuer or payment provider.
If a customer believes a refund required under this Policy is overdue, the customer should contact:
Chargebacks and Payment Disputes
We encourage customers to contact us first when an order issue occurs so that we have an opportunity to investigate and provide an appropriate resolution.
Nothing in this section restricts a customer's statutory rights or rights available through an applicable payment provider.
Contact
Questions concerning withdrawals, returns, refunds or defective goods should be directed to:
cathyprom.shop
Email: info@cathyprom.shop
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