Refund policy

6. Right of Withdrawal (Excerpt from Terms and Conditions)

6.1. The customer has the right to withdraw from this contract within fourteen days without giving any reason.

6.2 This withdrawal period begins on the day on which the customer, or a third party designated by the customer who is not the carrier, takes possession of the goods. To exercise the right of withdrawal, the customer must inform Silbermund Verlag of their decision to withdraw from this contract by means of a clear declaration (e.g., a letter sent by post, fax, or email). To meet the withdrawal deadline, it is sufficient for the customer to send the communication concerning the exercise of the right of withdrawal before the withdrawal period has expired.

6.3 The customer bears the direct costs of returning the goods.

6.4 In the event of a valid withdrawal, Silbermund Verlag must generally refund all payments received from the customer (including standard delivery costs) within fourteen days of receiving the notice of withdrawal. However, Silbermund Verlag explicitly exercises its statutory right of retention: The refund will be withheld until Silbermund Verlag has physically received the goods back or the customer has provided clear evidence that they have returned the goods, whichever is the earlier. The determination of any loss in value of the returned goods is governed by point 6.5.

6.5. The customer is only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics, and functioning of the goods. Merely picking up the item for inspection (as would be possible in a retail shop) does not constitute a loss in value. A massive loss in value (compensation for value), which Silbermund Verlag will deduct from the refund (up to 100% of the purchase price), mandatorily arises if the goods are used, unpacked, or damaged beyond this mere inspection. This explicitly applies to all product categories of the publishing house:

  • Books: Use beyond merely opening them (e.g., read, creased spine, dog-ears, stains).

  • Cuddly friends/plush figures: Removed labels, opened protective packaging, odors, animal hair, or any signs of contact/use that make classification as hygienic new goods impossible.

  • Stationery (notepads, postcards, bookmarks): Markings/writing, detached pages, creases, or removed protective films.

  • Accessories (shoppers, mousepads): Signs of wear and tear from everyday use, stains, or removed labels.