退款政策

Last updated: 14 July 2026

Consumers generally have a 14-day statutory right to withdraw from an eligible distance-sale contract. The rules below do not limit any mandatory consumer rights.

Right of withdrawal

For eligible goods, the withdrawal period is 14 days from the day you, or a third party designated by you other than the carrier, receives the goods. For one order delivered in several shipments, the period begins when the last goods are received.

To exercise the right, send an unequivocal statement before the period expires to support@o-tonkeramik.com or to O-TON Keramik, Oranienstraße 165 a, 10999 Berlin, Germany. You may use the model form below, but it is not required.

Return deadline and condition

After notifying us, return the goods without undue delay and no later than 14 days after your notice. Please use secure protective packaging and include your order number. You may inspect the goods as you would in a shop. You are responsible for diminished value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

Return costs

You bear the direct return cost for a standard withdrawal or change-of-mind return. We cover reasonable return costs when goods are faulty, not what you ordered or damaged in transit. Contact us before returning such goods so we can provide the correct instructions. We do not charge a restocking fee.

Personalised goods

The statutory right of withdrawal does not generally apply to goods that are not prefabricated and are made based on your individual choice, or that are clearly tailored to your personal needs. This includes eligible personalised ceramics prepared using the name, text, colour or other individual specification submitted with your order.

This exception does not affect your rights when personalised goods are faulty, damaged or do not match the agreed specification.

Refunds

We refund eligible payments using the original payment method, including the cost of the least expensive standard delivery method offered for the order. We may withhold reimbursement until we receive the goods or you provide evidence of return, whichever occurs first. Once the return is received and approved, we normally initiate the refund within 3 business days and always within applicable statutory deadlines. Your bank or payment provider may need additional processing time.

Exchanges

We do not process direct exchanges. For an eligible return, return the original item and place a separate order for the preferred item.

Model withdrawal form