Return and Refund Policy

Last Updated: July 30, 2026

This Return and Refund Policy applies to products purchased through zhglxw.shop and delivered to consumers in Germany.

This Policy explains the procedures for withdrawal, returns, exchanges, defective products and refunds. Nothing in this Policy limits any mandatory rights available under German or European Union consumer-protection law.

1. Company Information

Company Name:
TØMRERMESTER BO HVID ApS

Company Registration Number (CVR):
26552877

Registered Address:
Maglekærvej 20
4600 Køge
Denmark

Website:
zhglxw.shop

Customer Service Email:
nampham11012001@gmail.com

2. Fourteen-Day Right of Withdrawal

Consumers purchasing products online generally have the right to withdraw from the purchase contract within 14 calendar days without giving a reason.

The withdrawal period normally begins on the day when the customer, or a third party designated by the customer other than the carrier, receives the product.

Where several products from one order are delivered separately, the withdrawal period begins when the final product is received.

Where a product is delivered in several parts, the withdrawal period begins when the final part is received.

To meet the deadline, the customer must send the withdrawal declaration before the 14-day period expires.

3. How to Exercise the Right of Withdrawal

Customers may exercise their right of withdrawal by sending a clear statement to:

Email: nampham11012001@gmail.com

The statement must clearly indicate that the customer wishes to withdraw from the purchase contract.

Customers may use the following wording:

“I hereby withdraw from the contract concluded for the purchase of the following product: [product name]. Order number: [order number]. Ordered on: [date]. Received on: [date].”

Customers are not required to provide a reason for exercising the statutory right of withdrawal.

Where an electronic withdrawal function is available on zhglxw.shop, customers may also submit their withdrawal through that function.

4. Information to Include

To help us identify and process the request, customers should provide:

• Full name;

• Email address used for the order;

• Order number;

• Product name;

• Date of delivery;

• Delivery address;

• Clear statement requesting withdrawal, return or exchange;

• Photographs or videos where the product is defective, damaged or incorrect.

The order number can normally be found in the order-confirmation email.

5. Return Instructions and Address

Customers must contact our customer-service team before returning a product.

After reviewing the request, we will provide:

• Return authorization;

• The applicable return address;

• Packaging instructions;

• Shipping instructions;

• Information about responsibility for return costs.

Products must not be returned automatically to the registered company address.

The address shown on the original package may belong to a warehouse, courier or fulfilment provider and may not be the correct return address.

Returns sent without prior instructions or to an unauthorized address may be delayed, refused or impossible to identify.

6. Deadline for Returning Products

After notifying us of the withdrawal, the customer must send the product back within 14 calendar days.

The return deadline is met when the product is handed to the return carrier before the 14-day period expires.

Customers should keep the following until the return has been completed:

• Shipping receipt;

• Tracking number;

• Proof of dispatch;

• Photographs of the packaged product, where appropriate.

7. Condition of Returned Products

Customers may inspect a product only to the extent reasonably necessary to determine its nature, characteristics and functionality.

Returned products should:

• Include all components and accessories;

• Include manuals and documentation supplied with the product;

• Be returned in the original packaging where reasonably possible;

• Be securely packaged to prevent transportation damage;

• Include sufficient order information for identification.

The absence of the original packaging does not automatically remove statutory consumer rights. However, the customer must package the product safely for transportation.

Where a product has been handled or used beyond what is reasonably necessary for inspection, the customer may be responsible for the resulting reduction in value.

8. Return Shipping Costs for Change-of-Mind Returns

Where the customer exercises the right of withdrawal because they changed their mind, ordered the wrong product or no longer require the product, the customer is responsible for the direct cost of returning the product.

The original standard delivery provided by zhglxw.shop is free.

Free original delivery does not mean that return shipping for a change-of-mind return is also free.

Where a product cannot normally be returned by post because of its size or nature, the estimated return cost will be disclosed before the purchase where legally required.

9. Defective, Damaged or Incorrect Products

Customers should contact us promptly if a product:

• Is defective;

• Was damaged during delivery;

• Is different from the product ordered;

• Is missing important components or accessories;

• Materially differs from its description;

• Does not function as reasonably expected.

Requests should be sent to:

nampham11012001@gmail.com

Please provide:

• Full name;

• Order number;

• Product name;

• Description of the problem;

• Photographs or videos showing the issue;

• Photographs of the outer and inner packaging;

• Photograph of the shipping label, where available.

Customers should not repair, modify, discard or continue using a potentially unsafe product before receiving our instructions.

10. Return Costs for Defective or Incorrect Products

Where we confirm that a product is defective, damaged, incomplete or incorrectly supplied, reasonable return costs will be borne or reimbursed by us.

Depending on the circumstances, we may:

• Provide a prepaid return label;

• Arrange collection;

• Reimburse reasonable return postage after receiving proof of payment;

• Provide another approved return method.

Customers must use the return method provided or approved by us.

Unreasonably high or unauthorized return costs may not be fully reimbursed unless reimbursement is required by applicable law.

11. Remedies for Defective Products

Where a product does not conform to the sales contract, the customer may be entitled to a remedy under applicable consumer law.

Depending on the circumstances, the remedy may include:

• Repair;

• Replacement;

• Delivery of missing components;

• An appropriate reduction in price;

• Termination of the contract and a refund.

Repair or replacement will normally be provided without charge where legally required.

If repair or replacement is impossible, disproportionate, unsuccessful, not completed within a reasonable period or causes significant inconvenience, the customer may be entitled to a price reduction or refund.

These rights are separate from the 14-day right of withdrawal and may continue after the withdrawal period has expired.

12. Legal Guarantee

Products sold to consumers are covered by the applicable statutory guarantee for defective or non-conforming goods.

For new consumer goods, this legal protection generally applies for at least two years from delivery.

Any voluntary commercial warranty offered for a product applies in addition to, and does not replace or reduce, the customer’s statutory rights.

13. Products Excluded From the Right of Withdrawal

The statutory right of withdrawal may not apply to certain products where an exclusion is permitted by law, including:

• Products made according to the customer’s specifications;

• Clearly personalized or customized products;

• Products that deteriorate or expire rapidly;

• Sealed products unsuitable for return for health-protection or hygiene reasons after the seal has been removed;

• Sealed audio, video or software products after the seal has been removed;

• Digital content supplied immediately after the customer expressly agrees to immediate performance and acknowledges the loss of the withdrawal right;

• Products that become inseparably mixed with other items after delivery.

An exclusion applies only where all applicable legal requirements have been met.

Exclusion from the right of withdrawal does not remove rights relating to defective, damaged or incorrectly supplied products.

14. Returns That May Be Refused or Reduced

A voluntary return outside mandatory statutory rights may be refused, or the refund may be reduced, where:

• The return request is submitted after the applicable deadline;

• The product was damaged by the customer;

• The product was modified or repaired without authorization;

• Important parts or accessories are missing;

• A different product is returned;

• Only part of a product set is returned;

• The product is damaged during return shipping because it was inadequately packaged;

• The return cannot be matched to a valid order;

• The product was sent to an unauthorized address;

• A lawful exclusion from the right of withdrawal applies.

These conditions do not restrict mandatory rights relating to defective or non-conforming goods.

15. Inspection of Returned Products

After receiving a returned product, we may inspect:

• The identity of the product;

• The condition of the product;

• Whether all parts and accessories are present;

• Whether a reported defect can be confirmed;

• Whether the return meets the applicable conditions;

• Whether excessive handling has caused a reduction in value.

We will notify the customer by email after the inspection has been completed.

16. Refund Deadline

For a valid statutory withdrawal, refunds will be processed without undue delay and no later than 14 days after we receive the withdrawal declaration.

We may withhold the refund until:

• We receive the returned product; or

• The customer provides satisfactory evidence that the product has been sent back,

whichever occurs first.

Once we have initiated the refund, additional processing time may be required by the customer’s bank or payment provider.

17. Refunds for Cash on Delivery Orders

Orders placed through zhglxw.shop may be paid by Cash on Delivery.

Because the payment was collected by the courier at delivery, an approved refund cannot normally be returned in cash by the courier.

For Cash on Delivery refunds, we will contact the customer to arrange a suitable refund method that does not create additional costs for the customer.

The customer may be asked to provide:

• Name of the account holder;

• IBAN or other necessary bank information;

• BIC, where required;

• Order number;

• Information reasonably required to verify the customer’s identity.

Refund information must correspond to the customer or another person expressly authorized by the customer.

Bank details supplied for a refund will be used only for processing the refund and related legal or accounting requirements.

18. Refund Amount

For an approved full withdrawal, the refund normally includes:

• The price paid for the returned product;

• The cost of the least expensive standard delivery method offered for the order.

Because standard shipping from zhglxw.shop is free, there will normally be no original standard shipping charge to reimburse.

Optional express, priority or premium delivery costs exceeding the cost of standard delivery are not normally refundable unless:

• The return resulted from an error by us;

• The upgraded service was not properly provided;

• Refund of those costs is required by law.

For a partial return, the refund will normally be limited to the price paid for the returned product.

19. Reduction for Loss of Value

A refund may be reduced where the product has lost value because it was handled beyond what was necessary to establish its nature, characteristics and functionality.

Any reduction will be based on the actual loss of value.

We will not impose a general restocking or processing fee solely because a customer exercises a statutory right of withdrawal.

20. Exchanges

A direct exchange may be offered depending on product availability.

Where an exchange is not available, the customer may:

• Return the original product for a refund; and

• Place a new order for the preferred product or variant.

Any price difference between products or variants must be paid or refunded as appropriate.

21. Order Cancellation

Order preparation may begin shortly after an order is confirmed.

Customers wishing to cancel an order should contact us immediately at:

nampham11012001@gmail.com

Please provide the full name, order number and a clear cancellation request.

Cancellation cannot be guaranteed once the order has been processed, packed or transferred to the courier.

If cancellation is no longer operationally possible, the customer may exercise the applicable right of withdrawal after receiving the product.

22. Refused Cash on Delivery Packages

Customers who select Cash on Delivery must ensure that:

• The delivery address is complete and accurate;

• The recipient is available;

• The telephone number is reachable;

• The required payment amount is available;

• The package can be accepted in accordance with the courier’s requirements.

Simply refusing a Cash on Delivery package does not always replace a clear withdrawal declaration.

A customer wishing to withdraw should also notify us by email or through the available electronic withdrawal function.

Where permitted by law, reasonable and documented costs resulting from an incorrect address, repeated non-availability or unjustified refusal may be taken into account.

Mandatory withdrawal and consumer rights remain unaffected.

23. Damaged Return Shipments

Customers must package returned products securely.

Fragile products should be:

• Protected with appropriate cushioning;

• Fixed securely inside the package;

• Protected against moisture;

• Packed in a container suitable for transportation.

Where a customer-organized return is damaged because of clearly inadequate packaging, the resulting reduction in value may be taken into account where permitted by law.

24. Lost Return Shipments

Customers should use a trackable return service and retain proof of dispatch.

Where a customer chooses a non-trackable method and the package cannot be located or confirmed as delivered, we may be unable to process the refund until sufficient evidence is provided.

25. Original Delivery Was Free

Standard shipping for eligible orders placed through zhglxw.shop is free.

Customers do not pay ordinary standard delivery charges.

However, free original delivery does not automatically include:

• Free return shipping for a change of mind;

• Optional express delivery;

• Additional redelivery costs caused by incorrect customer information.

Return costs for confirmed defective, damaged or incorrect products will be handled according to Section 10 of this Policy.

26. Abuse and Fraudulent Returns

We may investigate returns where there is reasonable evidence of fraud or abuse, including:

• Returning a different product;

• Returning an empty package;

• Altering serial numbers;

• Providing false evidence of damage;

• Replacing original components;

• Submitting repeated fraudulent refund requests.

Any investigation will be conducted in accordance with applicable law.

Legitimate withdrawal, return and statutory guarantee rights will not be restricted.

27. Changes to This Policy

We may update this Return and Refund Policy because of:

• Changes in applicable law;

• Regulatory or court guidance;

• Changes to our products;

• Changes to payment or return systems;

• Changes to courier or fulfilment providers;

• Operational or security requirements.

The current version will be published on zhglxw.shop.

Changes will not normally apply retroactively to orders already accepted unless required by law or agreed with the customer.

28. Contact Information

For withdrawal, return, exchange, defective-product or refund enquiries, contact:

Company Name:
TØMRERMESTER BO HVID ApS

Company Registration Number (CVR):
26552877

Registered Address:
Maglekærvej 20
4600 Køge
Denmark

Website:
zhglxw.shop

Email:
nampham11012001@gmail.com

Please do not send a product directly to the registered company address unless our customer-service team has confirmed in writing that it is the correct return address.