RETURNS & REFUNDS

1. RETURNS AND YOUR RIGHT OF WITHDRAWAL

We want the returns process at Hytzone to be clear and straightforward.

If you are a consumer purchasing online, you generally have a statutory right to withdraw from your purchase within 14 days without giving a reason, subject to the exceptions provided by applicable law.

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

2. HOW TO START A RETURN

To exercise your right of withdrawal, you must clearly tell us that you want to withdraw from the purchase before the 14-day withdrawal period expires.

You can do this through the Contact page on Hytzone or by writing to:

Moxemi UG (haftungsbeschränkt)
Heinrich-Delp-Straße 54
64297 Darmstadt
Germany

Please include enough information for us to identify the order, such as your name and order details.

After you contact us, we will provide the return instructions and the appropriate return destination for your order.

Do not send a return before receiving the return instructions, because orders may be fulfilled from different locations.

3. RETURN DEADLINE

After telling us that you are withdrawing from the purchase, you must send the goods back without undue delay and no later than 14 days after the date on which you informed us of your decision.

The return deadline is met if the goods are sent before the 14-day return period expires.

4. CONDITION OF RETURNED PRODUCTS

You may inspect a product in the same way that you reasonably could in a physical shop to establish its nature, characteristics, and functioning.

You may be responsible for a reduction in value caused by handling beyond what is necessary for that purpose.

Where reasonably possible, products should be returned with the items, accessories, labels, and packaging originally supplied with them. Missing packaging alone does not remove statutory rights, but damage or excessive handling may affect the amount that must be refunded where permitted by law.

5. RETURN SHIPPING COSTS

For a return based on the statutory right of withdrawal or a change of mind, the customer bears the direct cost of returning the goods.

If a product is defective, damaged on arrival, incorrect, or otherwise does not conform to the purchase contract, different statutory rules apply. Where the law requires Hytzone to bear necessary return costs in those circumstances, we will do so.

Please contact us before returning a defective, damaged, or incorrect product so that the appropriate return process can be arranged.

6. REFUNDS

If you validly withdraw from your purchase, we will reimburse the payments that must be refunded under applicable law.

Refunds will normally be made using the same payment method used for the original transaction unless another method is expressly agreed and does not cause additional costs to you.

We may withhold the refund until we have received the returned goods or until you provide evidence that the goods have been sent back, whichever occurs first, where permitted by law.

Once a refund has been issued, the time it takes to appear in your account may depend on your bank or payment provider.

7. ORIGINAL SHIPPING COSTS

If you validly exercise your statutory right of withdrawal, any original delivery charges that must be refunded will be handled in accordance with applicable law.

Where different delivery methods were offered, reimbursement is limited to the cost of the least expensive standard delivery method available for the original order. If you selected a more expensive or upgraded delivery method, the additional amount paid for that option does not have to be reimbursed beyond the standard delivery amount, to the extent permitted by law.

If no outbound delivery charge was paid, there is no outbound shipping amount to reimburse.

8. DEFECTIVE, DAMAGED, OR INCORRECT PRODUCTS

If a product arrives defective, damaged, incorrect, or otherwise does not conform to the purchase contract, contact Hytzone through the Contact page.

We may ask you to provide photographs, a description of the issue, and order information where reasonably necessary to assess the problem.

Depending on the circumstances and your statutory rights, an appropriate remedy may include repair, replacement, price reduction, or refund.

Nothing in this policy limits the legal rights available to consumers for non-conforming goods.

9. EXCEPTIONS TO THE RIGHT OF WITHDRAWAL

The statutory right of withdrawal may not apply in circumstances excluded by law.

This may include, where relevant:

Goods made to the consumer's specifications or clearly personalised.
Sealed goods that are not suitable for return for health protection or hygiene reasons once the seal has been removed.
Other categories specifically excluded from the statutory right of withdrawal under applicable law.

An exception will only be applied where it is legally applicable to the product concerned.

10. EXCHANGES

Hytzone does not promise a separate exchange service under this policy.

If you want a different item, the simplest process may be to return the eligible product in accordance with this policy and place a new order for the preferred item.

This does not affect any statutory right you may have to replacement of a defective or non-conforming product.

11. CANCELLATIONS BEFORE DISPATCH

If you want to cancel an order before it has been dispatched, contact Hytzone as soon as possible through the Contact page.

We will try to stop the order where operationally possible, but cancellation before dispatch cannot be guaranteed once fulfilment has started.

If the order cannot be stopped, your statutory withdrawal rights remain available after delivery where applicable.

12. CONTACT

Hytzone is operated by:

Moxemi UG (haftungsbeschränkt)
Heinrich-Delp-Straße 54
64297 Darmstadt
Germany

Registered seat: Frankfurt am Main
Commercial Register: Amtsgericht Frankfurt am Main
Registration Number: HRB 141507

For returns, refunds, damaged goods, or cancellation requests, please use the Contact page on Hytzone.