Our 30-day return period
You may request a return of an eligible product within 30 calendar days after confirmed delivery. A request made within the period does not automatically approve the return; the item must satisfy the conditions below. This voluntary policy does not reduce mandatory rights available under applicable consumer law.
Eligible condition
To be eligible, the product must normally be unused, unopened, sealed, complete and in its original saleable packaging. Include all items, accessories and promotional components supplied with the order. We may request photographs before issuing return instructions.
Opened or personal products
For health, hygiene and safety reasons, ingestible or personal products that have been opened, used, unsealed or tampered with cannot normally be returned because they cannot be resold safely. This exclusion does not apply where a product is defective, damaged on arrival, incorrectly supplied or where mandatory law requires another remedy.
How to request a return
- Email erlebemomente@outlook.com within 30 days.
- Include your order number, the item, reason and photographs where relevant.
- Wait for written approval and return instructions.
- Use only the provided or approved return method and send the item within the stated period.
Do not send a parcel to an address found online or on the original label without authorisation; the designated return location may differ.
Return-shipping cost
For approved eligible returns, ErlebeMomente pays the standard return-shipping cost through the label or method supplied by support. We cannot guarantee reimbursement for unauthorised returns, premium or express services, cash-on-delivery returns, or parcels sent through another method without written agreement.
Inspection and refund
After receipt, we inspect the item and notify you of approval or any documented issue. Approved refunds are sent to the original payment method. Original standard delivery costs are refunded only where required by the policy or applicable law. Additional delivery upgrades are not normally refundable. Banks and payment providers may need additional working days to display the credit.
Damaged, defective or incorrect orders
Contact us promptly after delivery and include photographs of the parcel, shipping label, product and batch or expiry information where visible. Keep the item and packaging until the case is resolved. Depending on the circumstances, we may offer replacement, refund or another remedy required by law. Do not consume a product that appears damaged, contaminated, incorrectly sealed or materially different from what was ordered.
Missing parcel or delivery dispute
If tracking says delivered but the parcel is missing, first check the delivery location, neighbours or household members and any carrier notice. Contact us promptly so we can investigate. We may request a written confirmation or other reasonable evidence and will assess the appropriate resolution after the carrier investigation.
Exchanges and promotional items
Direct exchanges may not be available. Where appropriate, the original item is returned and a new order is placed. If a bundle or gift-with-purchase is returned, all components may need to be returned; otherwise the value of missing components may be deducted where legally permitted and clearly applicable.
Chargebacks and communication
Please contact us first so we can investigate and resolve legitimate problems quickly. This does not remove any right to contact your bank or payment provider. Knowingly making a false claim, returning a different item or manipulating evidence may result in refusal and further action permitted by law.