Right of withdrawal & return policy

Status 01.01.2025

REVOCATION POLICY

Right of withdrawal

With housedoll 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 taken possession of the goods.

To exercise your right of withdrawal, you must contact Nova Innovate GmbH, c/o Workbox Berlin GmbH, Wilhelm-von-Siemens-Str. 12-14, 12277 Berlin, E-Mail:service@housedoll.de of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post, fax or e-mail). You can use the attached sample withdrawal form, but this is not mandatory.

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

Consequences of revocation

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 14 days from the day on which we are informed about your decision to withdraw from this contract. For this repayment, we will use the same means of payment that you used for the original transaction, unless expressly agreed otherwise with you; in no case will you be charged any fees for this repayment. We may refuse the refund until we have received the goods back.

You must return or hand over the goods to us immediately and in any case within fourteen days at the latest from the day on which you inform us of the revocation of this contract. The deadline is met if you send the goods before the period of fourteen days has expired. You shall bear the direct costs of returning the goods. You only have to pay for any loss in value of the goods if this loss in value is due to handling of the goods that is not necessary for checking their condition, properties and functionality.

The right of withdrawal does not apply to the following contracts:

• Contracts for the supply of goods which are not prefabricated in accordance with Section 312g (2) (1) BGB and for the manufacture of which an individual selection or determination by the consumer is decisive or which are clearly tailored by the trader to the personal needs of the consumer (configured doll).
• Contracts for the delivery of goods that can spoil quickly or whose expiration date would be quickly exceeded in accordance with § 312g paragraph 2 number 2 BGB.
• Contracts for the delivery of sealed goods that are not suitable for return for reasons of health protection or hygiene in accordance with Section 312g (2) No. 3 BGB if their seal has been removed after delivery.
• Contracts for the delivery of goods if they have been inseparably mixed with other goods after delivery due to their nature.
• Contracts for the supply of goods whose price depends on fluctuations in the financial market over which the trader has no control and which may occur within the withdrawal period.

Sample withdrawal form

(If you wish to cancel the contract, please fill out this form and send it back to us).

Nova Innovate GmbH, c/o Workbox Berlin GmbH, Wilhelm-von-Siemens-Str. 12-14, 12277 Berlin, e-mail:service@housedoll.de

- I/we (*) hereby revoke the contract concluded by me/us (*) for the purchase of the following goods (*)/the provision of the following service (*)

- Ordered on (*)/received on (*)

- Name of the consumer(s)

- Address of the consumer(s)

- Signature of the consumer(s) (only for notification on paper)

- Date

(*) Delete as appropriate.

RETURN AND REFUND POLICY

1. ENTITLEMENT TO COMPENSATION
1.1 You are entitled to a replacement delivery for all products that you receive with irreparable damage or significant manufacturing defects.
1.2 A replacement will only be offered if a repair is not possible.
1.3 A refund will only be made if a replacement is not feasible.

2. OBLIGATION TO PROVIDE EVIDENCE OF DAMAGE
2.1 In order to secure any claims, a video or photos of the outside of the carton must be taken upon arrival of the goods, especially if external damage is visible.
2.2 Detailed photographic evidence is required and must be sent by e-mail within 24 hours of delivery toinfo@housedoll.de in order to claim a possible refund or replacement.

3. MISSING ARTICLES
If possible, missing items should be reported within 72 hours of delivery to ensure a replacement delivery free of charge.

4. CONDITION ON DELIVERY
4.1 Each configured product is thoroughly checked before dispatch and legitimized on the basis of factory photos.
4.2 Immediately available models are checked by the EU warehouse before shipment

4.3. housedoll cannot assume any warranty or guarantee for delivery damage.

However, we are always interested in acting in the interests of our customers and do our utmost to ensure their well-being.

5. AUTHORIZATION
5.1 Custom-made products can only be replaced in the event of significant manufacturing defects.
5.2 Due to the delicate nature of our products, the return of used items is excluded by law. The items must be unused and unwashed and may not be manipulated or altered.
5.3 Dolls in stock (dolls available for immediate delivery) may not be unpacked and may only be returned in as-new, unopened condition. In particular, the hygiene film must be intact. Before opening this film, please check that the product is correct and complete. Once the film has been opened, the right of return expires for hygienic reasons.
5.4 All items must be returned in their original condition, including original packaging, accessories and any extras.
5.6 All items returned to housedoll will be checked for integrity and completeness upon receipt. A refund will be decided at housedoll's sole discretion within 14 days of receipt of the goods.

6. EXEMPTIONS
6.1 As all dolls are handmade, slight variations and imperfections may occur. The following defects and minor damages are excluded from our return and refund policy:

Skin irregularities, blemishes, scratches, marks, bruises, micro cuts, minor deviations in the skin surface, loose or missing fingernails/toenails, loose or missing eyelashes, slight deviations and inconsistencies in facial make-up or in physique or height.

6.2 The following are also excluded from the return and refund policy:

Already used, washed, modified, made to order, configured or customized items.

6.3 The following product damage is also excluded: Damage caused by use, improper handling or incorrect cleaning methods.

7. REFUND POLICY
7.1 If a custom-made product or configuration is canceled within 24 hours of placing the order, there is no cancellation fee. Any payments already made will be refunded in full.
7.2 In the event of a cancellation request after 24 hours, only a refund of the estimated shipping costs plus customs duties can be granted. The relevant prices are determined by the productions. We nevertheless recommend that you make a request, as we will do our utmost to provide a full refund.

8. REQUESTS TO CHANGE YOUR ORDER
8.1 Changes to your order are accepted subject to change and depend on the production status of your custom-made product.
8.2 If an order is changed within 24 hours of being placed, no additional costs will be incurred. In this case, changes must be sent toinfo@housedoll.de to address.
8.3 Changes cannot be guaranteed and are at the discretion of housedoll and the respective manufacturer.
8.4 Changes can lead to delays and cause additional costs.

9. FINAL PROVISIONS
9.1. housedoll reserves the right to review all returns, refunds, replacements and cancellations on a case-by-case basis. The final decision is at the discretion of housedoll.
9.2 For inquiries regarding returns, refunds, replacements, cancellations, changes or further information, please contact our support team atinfo@housedoll.de.