Refund policy
Consumers have the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period is 14 days from the day on which you or a third party designated by you took possession of the goods.
For digital products (e.g. downloads, digital files, links), the withdrawal period begins upon conclusion of the contract.
To exercise your right of withdrawal, you may use our electronic withdrawal function at https://timelessevents.co/pages/widerruf-formular or inform us by means of a clear statement via email:
Timeless Events · Sara Bogsan Nogueira · Rembergstrasse 57, 58095 Hagen · Email: return@timelessevents.co
Please do not return any goods without contacting us first. Packages sent without prior notice cannot be matched to an order.
Consequences of Withdrawal
We will reimburse all payments received from you promptly, and at the latest within 14 days of receipt of your withdrawal notice, using the same payment method. We may withhold the reimbursement until we have received the goods back or you have provided proof of return.
You must return the goods within 14 days of your withdrawal notice. The cost of return shipping is your responsibility.
Goods must be returned unused, undamaged, and where possible in their original packaging.
Exclusions from the Right of Withdrawal
The right of withdrawal does not apply to:
- Goods made to customer specifications or clearly personalised (e.g. personalised products)
- Digital content not supplied on a physical medium, where execution has begun with the consumer's express prior consent before the end of the withdrawal period and the consumer has confirmed that they thereby lose their right of withdrawal (Section 356 para. 5 of the German Civil Code)
Important notice for digital products: Once you access the download link or download the digital file, your right of withdrawal expires, provided you gave your express consent before purchase. Please ensure the product meets your requirements before purchasing.
Returns and Refunds After the Withdrawal Period
After the 14-day withdrawal period there is no statutory right of return. We do however consider requests on a goodwill basis, in which case a reason is required.
Contact us at return@timelessevents.co with your order number, proof of purchase, and reason for return. Returns must be approved in advance. Unapproved returns will not be accepted. Return shipping costs are the customer's responsibility.
For digital products, returns are generally excluded once the download has been accessed.
Exchange
The fastest way to receive a different item is to return the original item once approved and place a new order once the return has been processed. For digital products, an exchange is not possible once the download has been accessed.
Non-Returnable Items
The following items are generally excluded from return:
- Personalised or individually made products
- Products manufactured to customer-specific requirements
- Goods clearly tailored to personal needs
- Digital products that have already been accessed
If you are unsure whether an item can be returned, please contact us before purchasing at info@timelessevents.co.
Damaged, Defective or Incorrect Delivery
Please check your order immediately upon receipt. If an item arrives damaged, defective, or incorrect, please contact us promptly at return@timelessevents.co with your order number and a photo of the issue so we can find a quick solution. In these cases we cover the return shipping costs.
Statutory warranty rights apply in accordance with Sections §§ 434 et seq. of the German Civil Code. The statutory warranty period is two years from delivery.
Refunds
Once we have received and inspected your return, we will notify you of the approval. Approved refunds are processed within 14 days via the original payment method. Please note that your bank may require additional processing time. If more than 15 business days have passed, please contact us at info@timelessevents.co.