Refund policy

A. Cancellation Policy

Introduction

Consumers have a right of withdrawal under the following conditions, whereby a consumer is any natural person who concludes a legal transaction for purposes that are predominantly neither commercial nor self-employed professional activities:

Right of Withdrawal

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, has taken possession of the last goods.

To exercise your right of withdrawal, please use our returns portal at https://semode.de/apps/returns. There you can easily start the return process and complete all necessary steps.

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

Please note that we do not accept returns of items that have been washed, worn, or had their tags removed.

Consequences of Withdrawal

If you withdraw from this contract, we will reimburse you all payments received from you without delay and no later than fourteen days from the day on which we received the notification of your withdrawal from this contract (except for delivery costs or additional costs arising from your choice of a delivery method other than the cheapest standard delivery offered by us). 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 fees for this reimbursement. We may withhold reimbursement until we have received the goods back or you have provided proof of having sent back the goods, whichever is earlier.

You must return or hand over the goods to us without undue delay and in any event no later than fourteen days from the day on which you notify us of the withdrawal from this contract. The deadline is met if you send the goods before the period of fourteen days expires. The goods must arrive within 14 days after registering the return with us.

You bear the direct costs of returning the goods. 

You are only liable for any diminished value of the goods if this loss in value is due to handling the goods beyond what is necessary to check their condition, properties, and functioning.

Exclusion or Premature Expiry of the Right of Withdrawal

The right of withdrawal does not apply to contracts for the delivery of goods that are not prefabricated and for the production of which an individual selection or determination by the consumer is decisive or which are clearly tailored to the personal needs of the consumer.

The right of withdrawal expires prematurely for contracts for the delivery of sealed goods that are not suitable for return for reasons of health protection or hygiene if their seal has been removed after delivery.

Please note that you can only exercise your right of return for products returned in the same condition in which you received them. For example, if items do not have a tag with the corresponding seal or show contamination such as makeup, perfume, pet hair, sweat odor, or sweat stains, you will not receive a refund.

The right of withdrawal does not apply to consumers who, at the time of concluding the contract, do not belong to a member state of the European Union and whose sole residence and delivery address at the time of concluding the contract are outside the European Union.

Purchase of goods that are specially produced or imported for your order.

Custom-made items (personalized) cannot be returned or exchanged.

Returns Outside the European Union (EU)

We regret that we currently cannot accept returns or exchanges from customers outside the European Union.

 

Important Note on Sale Products

Please note that no returns are accepted for products purchased in the Sale. We ask for your understanding that reduced merchandise is excluded from exchange. We recommend that you carefully check the product description and size information before purchase to ensure the product meets your expectations.

Promotional Vouchers and Coupons

For returns where a promotional voucher or discount code was used, certain conditions apply to the refund. The refund amount will be calculated according to the minimum order value set for the voucher code. If the returned items reduce the total order value below the minimum order value of the voucher code, only the discounted merchandise value will be refunded. Additionally, shipping costs will be deducted from the refund if the purchase value after the return no longer meets the minimum order value for free shipping.

General Notes

1) Please avoid damage and contamination of the goods. Please return the goods in the original packaging with all accessories and all packaging components. Use protective outer packaging if necessary. If you no longer have the original packaging, please ensure adequate protection against transport damage with suitable packaging.

Please note that you can only exercise your right of return for products returned in the same condition in which you received them. For example, if items do not have a tag or show contamination such as makeup, perfume, pet hair, sweat odor, or sweat stains, you will not receive a refund.


2) Please do not send the goods back to us postage due.
3) Please note that the above points 1-2 are not prerequisites for the effective exercise of the right of withdrawal.

 

Important: Returns without Registration Will Not Be Accepted

If you send a return without prior registration and without using the official return label, problems may unfortunately arise. Here is what could happen:

  • No Acceptance: Returns sent without prior registration and without the official return label will not be accepted by us.
  • No Refund: Since the return is not recorded in our system, we cannot assign or process it, meaning no refund will be issued.
  • Delays: If the package still arrives, it may not be processed due to missing registration.

To ensure your return is processed correctly and quickly, please always register it beforehand via our Online Portal and use the provided return label. This helps us process everything smoothly and get your refund to you as quickly as possible.

Important: Use of the Official Return Label

To ensure your return is processed smoothly and promptly, the use of our official return label is essential. If you use your own label for the return, the following problems may occur:

  1. No Assignment: Without the official label, it may be difficult for our warehouse team to assign your return to your customer account. This means we cannot process the return.

  2. No Refund: Returns sent without our official return label will  not be accepted by us. In such cases, we cannot grant a refund.

  3. Liability in Case of Loss: If you use your own label and the shipment is lost on the way to us,  you as the customer bear full liability. In this case, no refund can be made.

 

Returns Due to Non-Deliverability:

If a shipment is returned to us due to an address error or non-collection, we will gladly resend it to you at your expense. Alternatively, you can cancel the order – we will then deduct a processing fee equal to the shipping costs incurred by the shipping service provider from your refund.

B. Cancellation Portal

If you want to withdraw from the contract, please start the return via our returns portal  .