Widerrufsrecht

Thank you for shopping at carolinalinens.shop.

We want customers to have a clear and straightforward process for returns, refunds, exchanges, damaged products, defective products, incorrect orders, missing products, and other post-purchase concerns.

This Return and Refund Policy explains the conditions under which eligible products purchased directly through carolinalinens.shop may be returned, refunded, exchanged, replaced, or otherwise resolved.

Our voluntary return policy provides eligible customers with a 30-day return period after delivery.

For approved refunds, our standard policy is that the refund will be returned to the original payment method and credited within 7 calendar days after refund approval.

Nothing in this policy excludes, restricts, or limits any mandatory consumer right that cannot lawfully be excluded or restricted under applicable German or European Union law.

1. Seller Information

The online store operates using the following information:

Store and business name: carolinalinens.shop
Business type: Online seller based in Germany
Primary product category: Bedding, bed linens, sheets, duvet covers, pillowcases, blankets, towels, bath textiles, curtains, window textiles, mattress-related products, home textiles, soft furnishings, and other products offered through the online store
Email: info@carolinalinens.shop
Telephone: +49 172 2257488
International telephone format: +491722257488
Business address: Papenstieg 33, 22869 Schenefeld, Schleswig-Holstein, Germany
Return address: Papenstieg 33, 22869 Schenefeld, Schleswig-Holstein, Germany

Customers may contact us regarding returns, refunds, exchanges, damaged products, defective products, incorrect products, missing products, cancellations, or other post-purchase concerns.

2. Scope of This Policy

This Return and Refund Policy applies to eligible products purchased directly through the official carolinalinens.shop online store.

This policy covers:

• Voluntary returns;

• Change-of-mind returns;

• Bedding returns;

• Bath textile returns;

• Curtain and window textile returns;

• Home textile returns;

• Damaged products;

• Defective products;

• Incorrect products;

• Missing products;

• Incomplete orders;

• Refund processing;

• Refund timing;

• Return shipping;

• Exchanges;

• Replacement products;

• Order cancellations;

• Returned-to-sender shipments; and

• Other eligible post-purchase matters.

Products purchased through unauthorized resellers, third-party marketplaces, social-media sellers, or websites not operated by carolinalinens.shop are not covered by our voluntary return policy.

3. Thirty-Day Voluntary Return Period

Eligible products may be returned under our voluntary return policy within 30 days after delivery.

The 30-day return period begins on the date the applicable product is delivered.

If an order is delivered in multiple shipments, the return period for each product begins on the date that particular product is delivered.

Customers should submit a return request before the applicable 30-day period expires.

Submitting a return request within 30 days does not automatically guarantee approval.

All voluntary returns remain subject to the eligibility conditions described in this policy.

Our voluntary 30-day return policy operates in addition to mandatory statutory consumer rights.

4. Mandatory Consumer Rights

Customers purchasing goods online may have mandatory rights under applicable German and European Union consumer protection law.

Depending on the transaction and circumstances, these rights may include:

• A statutory right of withdrawal for qualifying distance purchases;

• Rights concerning defective or non-conforming goods;

• Rights to repair or replacement where applicable;

• Rights to a price reduction;

• Rights to terminate a qualifying contract and receive a refund where applicable; and

• Other mandatory remedies.

Nothing in this policy excludes or reduces rights that cannot legally be excluded.

Where this policy conflicts with mandatory law, the applicable mandatory law will prevail.

5. How to Request a Return

Before returning a product, customers should contact:

info@carolinalinens.shop

The return request should include, where applicable:

• Order number;

• Customer's full name;

• Email address used for the order;

• Product being returned;

• Product size;

• Product color;

• Pattern or design where applicable;

• Quantity;

• Reason for the return;

• Description of any problem;

• Photographs if the product is damaged, defective, incorrect, or incomplete; and

• Any other information reasonably necessary to evaluate the request.

6. Return Request Review Time

Voluntary return requests are normally reviewed within 1–3 business days after we receive the information reasonably necessary to evaluate them.

If additional information is required, we may contact the customer.

The 1–3 business-day administrative review period does not include:

• Return transportation;

• Carrier delays;

• Customs procedures;

• Product inspection after receipt; or

• Payment-provider refund processing.

7. Return Authorization

Customers should normally contact us before sending a voluntary return.

Where a return is accepted, we may provide:

• Return instructions;

• Return address confirmation;

• Packaging instructions;

• Shipping instructions;

• Return reference information; and

• Other information reasonably necessary to complete the return.

Customers should follow the instructions provided.

Unauthorized voluntary returns may be delayed while we identify the order and determine eligibility.

Nothing in this section restricts mandatory consumer rights.

8. Return Address

Approved returns should be sent according to the instructions provided to:

carolinalinens.shop
Papenstieg 33
22869 Schenefeld
Schleswig-Holstein
Germany

Email: info@carolinalinens.shop
Telephone: +49 172 2257488

Customers are encouraged to use a trackable return shipping method and retain proof of shipment until the return and refund process has been completed.

9. General Return Eligibility

To qualify for a standard voluntary return, a product should generally be:

• In substantially the same condition in which it was received;

• Unused beyond reasonable inspection;

• Unwashed;

• Unaltered;

• Undamaged after delivery;

• Clean;

• Complete;

• Free from customer-caused stains;

• Free from customer-caused odors;

• Free from pet hair or other contamination caused after delivery;

• Returned with all original components;

• Returned with accessories where applicable;

• Returned with product labels where applicable; and

• Returned in original packaging where reasonably possible.

Customers may reasonably inspect a product to determine its nature, appearance, size, texture, quality, and suitability.

Excessive use beyond reasonable inspection may affect voluntary-return eligibility.

10. Bedding and Bed Linen Returns

For voluntary returns of bedding and bed-linen products, including:

• Sheets;

• Fitted sheets;

• Flat sheets;

• Duvet covers;

• Pillowcases;

• Bedspreads;

• Blankets;

• Throws; and

• Similar products,

customers should avoid washing, staining, altering, or extensively using the product before deciding whether to return it.

Reasonable inspection is permitted.

Mandatory rights relating to defective or non-conforming products remain unaffected.

11. Towels and Bath Textile Returns

For voluntary returns of:

• Bath towels;

• Hand towels;

• Face towels;

• Bath mats;

• Bathrobes;

• Shower textiles; and

• Other bath-related fabric products,

products should generally remain unused beyond reasonable inspection and should not be washed before a voluntary return.

This condition does not limit mandatory rights concerning defective or incorrect products.

12. Curtain and Window Textile Returns

Curtains and window textiles submitted for voluntary return should generally be:

• Unaltered;

• Uncut;

• Unhemmed;

• Undamaged;

• Free from mounting damage;

• Free from stains;

• Complete; and

• Returned with applicable accessories.

Curtains that have been permanently shortened, cut, sewn, modified, or otherwise customized by the customer may not qualify for a voluntary return, subject to applicable law.

13. Mattress-Related Products

Where carolinalinens.shop offers mattress-related textile products, mattress protectors, pads, covers, or similar items, voluntary-return eligibility may depend on:

• Product condition;

• Hygiene considerations;

• Whether the product has been used beyond reasonable inspection;

• Whether packaging has been materially altered; and

• Applicable law.

Mandatory rights relating to defective or non-conforming goods remain unaffected.

14. Customer-Caused Damage

A voluntary return may be reduced or declined where a product has suffered customer-caused damage.

Examples may include:

• Tears;

• Holes;

• Stains;

• Burns;

• Excessive wear;

• Fabric pulls;

• Damage caused by washing contrary to care instructions;

• Permanent odors;

• Bleaching;

• Dye transfer;

• Unauthorized alterations;

• Cut fabric;

• Missing components; or

• Other deterioration caused after delivery.

Any reduction in refund value will only be made where permitted by applicable law.

15. Products That May Not Qualify for Voluntary Return

Subject to applicable law, products may not qualify for our voluntary return program where they have been:

• Materially used;

• Washed;

• Altered;

• Damaged by the customer;

• Permanently installed;

• Personalized;

• Custom-made;

• Cut to customer specifications;

• Returned incomplete;

• Contaminated after delivery; or

• Otherwise materially changed.

Mandatory rights for defective, damaged, incorrect, or non-conforming products remain unaffected.

16. Damaged Products

Customers should inspect products reasonably soon after delivery.

If a product arrives damaged, contact:

info@carolinalinens.shop

Please provide, where reasonably possible:

• Order number;

• Customer name;

• Description of the damage;

• Photographs of the product;

• Photographs of the outer packaging;

• Photograph of the shipping label;

• Photographs of internal protective packaging; and

• Other relevant information.

Relevant damage to textile products may include:

• Tears;

• Holes;

• Stains;

• Broken seams;

• Damaged stitching;

• Fabric defects;

• Broken zippers;

• Damaged fasteners; or

• Other transit-related damage.

17. Defective Products

If a product appears defective, please contact us as soon as reasonably possible.

Provide:

• Order number;

• Product name;

• Description of the defect;

• Date the problem became apparent;

• Photographs;

• Video where helpful; and

• Other relevant information.

Applicable statutory remedies remain available.

18. Incorrect Products

If we send a product different from the one ordered, contact:

info@carolinalinens.shop

Please provide:

• Order number;

• Product ordered;

• Product received;

• Photographs of the product received;

• Product-label photographs; and

• Photograph of the shipping label where available.

Where a fulfillment error is confirmed, we will provide an appropriate remedy.

19. Incorrect Size, Color, Pattern, or Variation

If you receive the wrong:

• Size;

• Color;

• Pattern;

• Design;

• Material;

• Quantity; or

• Other variation

because of our confirmed fulfillment error, contact us promptly.

We will provide an appropriate replacement, return, exchange, or refund solution.

20. Missing Products

If an order appears incomplete, first confirm whether it was shipped in multiple packages.

Separate shipments may have:

• Different tracking numbers;

• Different carriers;

• Different delivery dates; and

• Different package contents.

If all expected packages are shown as delivered and a product remains missing, contact us.

21. Missing Components or Accessories

If a product is missing:

• Ties;

• Hooks;

• Fasteners;

• Pillowcases included in a set;

• Matching pieces;

• Accessories;

• Instructions; or

• Other included components,

please contact us before returning the complete order.

Where practical, we may provide the missing component without requiring the complete product to be returned.

22. Return Shipping for Seller Error

Where we confirm that a product was:

• Damaged during delivery;

• Defective when received;

• Incorrectly shipped;

• Missing essential components;

• The wrong product;

• The wrong size because of our fulfillment error;

• The wrong color or pattern because of our error; or

• Otherwise affected by our confirmed fulfillment mistake,

we will provide appropriate return instructions and bear reasonable return shipping costs where applicable.

We may provide:

• A prepaid return shipping label;

• Carrier collection;

• Reimbursement of reasonable return shipping costs; or

• Another appropriate return method.

23. Customer-Preference Return Shipping

For voluntary returns requested solely because of customer preference, the customer is generally responsible for return shipping costs, subject to mandatory statutory rights.

Customer-preference reasons may include:

• Change of mind;

• Product no longer wanted;

• Size preference;

• Color preference;

• Pattern preference;

• Texture preference;

• Incorrect size selected by the customer;

• Accidental purchase;

• Ordering the wrong quantity; or

• Other reasons not caused by our error.

24. Original Free Shipping

Eligible orders receive free standard outbound shipping unless otherwise clearly disclosed before purchase.

Because eligible standard shipping is free, there is generally no separate standard outbound shipping charge to refund.

The original free shipping offer does not automatically include free return shipping for voluntary customer-preference returns.

25. No Restocking Fee

carolinalinens.shop does not charge a restocking fee for eligible returns.

Customers will not be charged a separate percentage or fixed fee solely because an eligible product is returned.

The absence of a restocking fee does not mean that we are responsible for:

• Customer-preference return shipping;

• Customs duties;

• Import taxes;

• Brokerage charges;

• Address correction costs;

• Re-delivery charges;

• Customer-caused damage;

• Missing products;

• Missing accessories; or

• Other costs that are not restocking fees.

26. Return Packaging

Customers should package returned products carefully.

Where reasonably possible:

• Fold products carefully;

• Use protective packaging;

• Keep different pieces of a set together;

• Include accessories;

• Include applicable labels;

• Protect products against moisture;

• Protect products from contamination;

• Clearly identify the order number; and

• Use packaging appropriate for transportation.

Customers arranging their own return shipment are responsible for using reasonable care during return transportation.

27. Trackable Return Shipping

We recommend using a trackable shipping method for voluntary returns.

Customers should retain:

• Shipping receipt;

• Tracking number;

• Carrier information; and

• Proof of shipment

until the return has been completed.

28. Return Inspection

After a returned product is received, we may reasonably inspect it to confirm:

• Product identity;

• Quantity;

• Condition;

• Whether it has been washed;

• Whether it has been altered;

• Whether it has been materially used;

• Presence of accessories;

• Nature of reported damage;

• Nature of reported defect; and

• Voluntary-return eligibility.

Inspection will not be used to restrict mandatory consumer rights beyond what applicable law permits.

29. Refund Approval

Once an eligible return has been received or otherwise sufficiently verified, we will determine whether a refund is approved.

Where approved, we will normally send a refund confirmation.

An approved refund will cover the amount properly refundable for the affected product, subject to applicable law.

30. Refund Method

Approved refunds will normally be returned to the original payment method used for the purchase.

This may include:

• Credit card;

• Debit card;

• PayPal;

• Digital wallet; or

• Another supported electronic payment method.

Where a monetary refund is due, we will not normally substitute store credit without customer agreement.

31. Refund Arrival Time — Within 7 Calendar Days

For an approved eligible refund, carolinalinens.shop will process the refund so that the refunded amount is normally credited to the customer's original payment method within 7 calendar days after refund approval.

Our standard refund commitment is:

Approved refund arrival time: within 7 calendar days after refund approval.

Where reasonably possible, the refund will be initiated earlier to allow sufficient payment-processing time.

Mandatory statutory refund deadlines remain unaffected.

32. Seven-Day Refund Period

The standard 7-calendar-day refund period begins when the refund has been formally approved.

For clarity, it does not normally begin:

• When the customer first contacts us;

• When the return request is submitted;

• When return instructions are issued;

• When a return label is generated; or

• When the customer first sends the return package.

It begins after the refund has been approved following any applicable inspection or verification.

Once approved, the refunded amount is expected to be credited within 7 calendar days.

33. Payment Provider Processing

Banks, card issuers, PayPal, digital-wallet providers, and other payment processors may require internal processing time before refunded funds appear in an account.

Our refund process is designed so that approved refunds are normally credited within 7 calendar days after refund approval.

If more than 7 calendar days have passed since approval and the refund is not visible, contact:

info@carolinalinens.shop

We will review the refund status and provide available transaction information.

34. Credit Card Refunds

Where an order was paid by credit card, the refund will normally be returned to the card account used for the original transaction.

The refund may appear as:

• A separate credit;

• A transaction reversal;

• An account adjustment; or

• Another form determined by the card issuer.

Approved credit-card refunds are subject to our standard 7-calendar-day refund arrival policy.

35. Debit Card Refunds

Debit-card refunds will normally be returned to the original payment method.

The customer's bank may determine how the refunded amount appears in the account.

Approved debit-card refunds should normally be credited within 7 calendar days after refund approval.

36. PayPal Refunds

Where an order was paid through PayPal, an approved refund will normally be returned through PayPal.

Depending on the original payment source, PayPal may direct the refunded amount to:

• The PayPal balance;

• The original payment card; or

• The original bank account.

The standard 7-calendar-day refund arrival timeframe applies.

37. Digital Wallet Refunds

Where an order was paid using a supported digital wallet, an approved refund will normally be processed through the same payment service.

The payment provider may determine exactly how the refund appears.

Our standard refund period remains within 7 calendar days after refund approval.

38. Partial Refunds

A partial refund may be appropriate where:

• Only part of an order is returned;

• Only certain products qualify;

• A customer retains part of a set where legally and operationally appropriate;

• A lawful reduction in value applies; or

• Another partial resolution has been agreed.

Approved partial refunds will normally be credited within 7 calendar days after approval.

39. Refunds for Damaged Products

Where a product is confirmed damaged and a refund is the appropriate remedy, we will process the refund after any reasonably necessary verification or return procedure.

Once approved, the refund should normally be credited within 7 calendar days.

40. Refunds for Defective Products

Where a product is confirmed defective, available remedies may include:

• Repair where appropriate;

• Replacement;

• Price reduction;

• Refund; or

• Another remedy required by applicable law.

Where a refund is approved, the standard 7-calendar-day refund timeframe applies.

41. Refunds for Incorrect Products

Where we confirm that an incorrect product was supplied and a refund is the appropriate remedy, we will process the refund after the applicable return or verification process.

Reasonable return shipping resulting from our confirmed error will not be charged to the customer.

42. Refunds for Missing Products

If a product is confirmed missing and replacement is unavailable or inappropriate, a refund may be approved.

Once approved, the refund will normally be credited to the original payment method within 7 calendar days.

43. Refunds for Lost Shipments

Where a carrier confirms that a shipment was lost before delivery and a refund is the appropriate remedy, we will process the refund after any reasonably necessary carrier investigation.

Once approved, the refund will normally be credited within 7 calendar days.

44. Exchanges

Customers wishing to exchange an eligible product should contact:

info@carolinalinens.shop

Exchange availability depends on current inventory.

An exchange may be completed by:

• Returning the original product;

• Reserving another size;

• Reserving another color;

• Reserving another pattern;

• Reserving another variation;

• Reserving a replacement product;

• Shipping a replacement after verification; or

• Returning the original product and placing a new order.

45. Exchange Shipping Costs

Where an exchange is necessary because of our confirmed fulfillment error, we will bear reasonable shipping costs associated with correcting the error.

For voluntary customer-preference exchanges, the customer may be responsible for applicable shipping costs where permitted by law.

46. Order Cancellation Before Shipment

Customers wishing to cancel an order should contact:

info@carolinalinens.shop

Please provide:

• Order number;

• Customer name;

• Email address used for the order; and

• Cancellation request.

We will make reasonable efforts to cancel the order before final fulfillment.

Cancellation cannot always be guaranteed once processing or shipment has begun.

47. Cancellation After Shipment

Once an order has been dispatched, operational cancellation may no longer be possible.

The customer may need to receive the product and then exercise an applicable return or withdrawal right.

Mandatory statutory consumer rights remain unaffected.

48. Refused Deliveries

Customers should contact us before intentionally refusing a shipment.

Refusing a shipment does not automatically constitute an approved voluntary return.

Where a customer intends to withdraw from a purchase, that decision should be clearly communicated.

Additional customer-caused carrier costs may apply where permitted by law.

49. Returned-to-Sender Orders

A shipment may be returned to us because of:

• Incorrect address;

• Incomplete address;

• Unknown recipient;

• Failed delivery attempts;

• Refused delivery;

• Failure to collect;

• Customs issues; or

• Carrier error.

After the returned shipment is received, we will review the circumstances and determine the appropriate resolution.

50. Refunds for Returned-to-Sender Orders

Where a returned-to-sender order qualifies for a refund, the refund will be processed after the returned shipment and relevant circumstances have been reviewed.

Once approved, the refund will normally be credited to the original payment method within 7 calendar days.

51. Promotional and Discounted Products

Unless otherwise clearly disclosed before purchase, eligible sale, discounted, or promotional products are subject to the same general return conditions as other eligible products.

Refunds for discounted products are generally based on the amount actually paid.

Promotional pricing does not eliminate mandatory statutory consumer rights.

52. Gifts

Where an order was purchased as a gift, monetary refunds will normally follow the original payment transaction.

Unless another lawful arrangement is agreed, refunds will generally be returned to the original purchaser's payment method.

53. Chargebacks and Payment Disputes

We encourage customers to contact us about genuine order or refund concerns so that we can investigate and provide an appropriate resolution.

Nothing in this policy prevents customers from exercising lawful rights through:

• Their bank;

• Card issuer;

• Payment provider; or

• Other competent authority.

We may contest fraudulent or knowingly false payment disputes using available payment, tracking, delivery, and communication records.

54. Fraud Prevention

We may reasonably investigate return or refund requests where there is evidence of:

• Return fraud;

• Payment fraud;

• Product substitution;

• False damage claims;

• Manipulated evidence;

• Repeated abusive activity; or

• Other unlawful conduct.

Fraud-prevention procedures will not be used to deny legitimate mandatory consumer rights.

55. Contact Us

If you have questions about a return, refund, exchange, damaged product, defective product, missing product, incorrect product, cancellation, or other post-purchase matter, please contact us:

Store and business name: carolinalinens.shop
Email: info@carolinalinens.shop
Telephone: +49 172 2257488
International telephone format: +491722257488
Business address: Papenstieg 33, 22869 Schenefeld, Schleswig-Holstein, Germany
Return address: Papenstieg 33, 22869 Schenefeld, Schleswig-Holstein, Germany

When contacting us regarding an existing order, please include your order number and the email address used during checkout.

Return and Refund Summary

For clarity, our standard return and refund terms are:

Voluntary return period: 30 days after delivery
Return request review: Normally 1–3 business days
Restocking fee: None
Refund method: Original payment method
Approved refund arrival time: Within 7 calendar days after refund approval
Return shipping for confirmed seller error: Paid by carolinalinens.shop where applicable
Customer-preference return shipping: Generally paid by the customer, subject to mandatory statutory rights
Return address: Papenstieg 33, 22869 Schenefeld, Schleswig-Holstein, Germany
Customer service email: info@carolinalinens.shop
Customer service telephone: +49 172 2257488