Refund policy

Right of Withdrawal & Instruction on Withdrawal

Consumers are entitled to a statutory right of withdrawal in accordance with the following provisions:

Instruction on Withdrawal

Right of Withdrawal
You have the right to withdraw from this contract within fourteen days without giving any reason. The withdrawal period is fourteen days from the day on which you or a third party named by you, who is not the carrier, have or has taken possession of the goods.

To exercise your right of withdrawal, you must inform us:
• Company: Hemaru GmbH (Managing Director: Dr. Sang Woon Yeo)
• Address: Röttgen 173, 42109 Wuppertal, Germany
• Email: info.horseheim@gmail.com
by means of a clear statement (e.g., a letter sent by post or an email) of your decision to withdraw from this contract. You may use the attached model withdrawal form, but it is not obligatory.

There is no mandatory standard return form required by our shop. To ensure quick processing, it is sufficient if you provide us with your name, the order date, the reason for the return, and the information regarding the affected products.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Effects of Withdrawal
If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than fourteen days from the day on which we are informed about your decision to withdraw from this contract. For this reimbursement, we will use the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.

We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

You shall send back the goods or hand them over to us without undue delay and in any event not later than fourteen days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of fourteen days has expired.

The direct cost of returning the goods shall be borne by the customer.

You are 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.

Important Notes on Returns and Exclusions

• Free Items / Gifts: The exchange or refund of promotional items or free gifts is excluded. If such an item is returned individually, there is no entitlement to a refund of the product value or a replacement item.
• Minor Deviations: We reserve the right to minor, commercially customary differences in product color and details. In case of uncertainties (particularly regarding personalized orders), we recommend contacting our customer service in advance. Minor color differences due to screen settings do not justify a statutory right of complaint.

The right of withdrawal does not apply to the following contracts:
• Contracts for the supply of goods that are not prefabricated and for the production of which an individual choice or determination by the consumer is decisive, or which are clearly tailored to the personal needs of the consumer (this applies in particular to personalized embroidery orders).

The right of withdrawal expires prematurely for the following contracts:
• Contracts for the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons if their seal was removed after delivery (e.g., underwear, care products). Underwear can only be returned in its unopened original packaging.
• Contracts for the supply of goods if these were, after delivery, according to their nature, inseparably mixed with other items.

Model Withdrawal Form
(If you wish to withdraw from the contract, please fill out this form and send it back.)

To: Hemaru GmbH, Röttgen 173, 42109 Wuppertal, Germany (Email: info.horseheim@gmail.com)

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*):
Ordered on (*)/received on (*):
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:

(*) Delete as appropriate.