Returns & Refunds

Thank you for shopping with us. We want to ensure you are completely satisfied with your purchase. Please read our returns and refunds policy carefully:

1. Right of Withdrawal

You have the right to withdraw from your purchase within 7 days without providing a reason. The withdrawal period expires 7 days from the day on which you take possession of the goods. This policy doesn’t apply to customized and personalised goods.

2. How to Exercise the Right of Withdrawal

To exercise the right of withdrawal, you must inform us of your decision by sending a clear statement (e.g., an email stating the reference of your order and the reason of withdrawal). You can use the withdrawal form provided with your order, but it is not mandatory. Please send your notice to:

Substanz Team GmbH
Viktoriastrasse 5
80803 Munich
Germany
Email: info@substanz.team

3. Effects of Withdrawal

If you withdraw from this contract, we will reimburse all payments received from you, including delivery costs (except for additional costs resulting from your choice of a type of delivery other than the standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will use the same means of payment that 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 the reimbursement.

4. Return Shipping Costs

You are responsible for the direct costs of returning the goods. If the item is defective or incorrect, we will cover the return shipping costs.

5. Condition of Returned Goods

Returned items must be in their original condition: unworn, unwashed, and with all original tags and packaging. We reserve the right to refuse refunds or exchanges if the goods are not returned in their original condition.

6. Non-Returnable Items

Customised and personalised items are not eligible for withdrawal or return. The customised goods can be exchanged in case the goods were delivered damaged or defected.

7. Refund Processing

Refunds will be processed promptly after receipt of the returned goods. Please allow up to 14 days for the refund to be completed.

If you have any questions or need assistance with your return, please contact us at info@substanz.team.