Refund policy

Right of Withdrawal

You have the right to withdraw from this contract within fourteen days without giving any reason.

The withdrawal period will expire after fourteen days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last good.

To exercise the right of withdrawal, you must inform us (XYZ Venture Studio GmbH, Von-der-Tann-Str. 2, 80539 Munich, admin@kanela.one) of your decision to withdraw from this contract by an unequivocal statement (e.g., a letter sent by post, fax, or email). To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Effects of Withdrawal

If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than fourteen days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

You shall send back the goods without undue delay and in any event not later than fourteen days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of fourteen days has expired. You will have to bear the direct cost of returning the goods.

Exclusion of the Right of Withdrawal

The right of withdrawal does not exist for the following contracts, unless the parties have agreed otherwise:

  • Contracts for the supply of goods that are not prefabricated and for the production of which an individual choice of or decision by the consumer is decisive or which are clearly tailored to the personal needs of the consumer,
  • Contracts for the supply of goods which are liable to deteriorate or expire rapidly,
  • Contracts for the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery,
  • Contracts for the supply of goods which are, after delivery, according to their nature, inseparably mixed with other items,
  • Contracts for the supply of alcoholic beverages, the price of which was agreed upon at the time of the conclusion of the contract, but which can be delivered only after 30 days and whose actual value depends on fluctuations in the market which cannot be controlled by the trader,
  • Contracts for the supply of audio or video recordings or computer software in a sealed package, if the seal was removed after delivery,
  • Contracts for the supply of newspapers, periodicals, or magazines with the exception of subscription contracts.

Voluntary Return Policy up to 60 Days After Receipt of Goods

For all purchases on kanela.one, we grant you, in addition to the statutory right of withdrawal, a voluntary return policy of a total of 60 days from receipt of goods. The voluntary return policy applies, like the statutory right of withdrawal, only to consumers within the meaning of § 13 BGB. With this return policy, you can also withdraw from the contract after the 14-day withdrawal period (see above for withdrawal instructions) by returning the goods within 60 days of their receipt (the period begins on the day the goods are received). The prerequisite for exercising the voluntary return policy is, however, that the goods are complete, in their original condition, undamaged, and without any damage. In the event of a return, please contact us to arrange a pickup appointment, but only at the same delivery location. The customer must bear the return shipping costs. For pillows, blankets, and toppers, the customer must drop off the goods at a DHL station for return shipping. The voluntary return policy does not apply to the purchase of gift vouchers.

The refund will be made to the account you used for payment. For payments made on account, prepayment by bank transfer, Sofortüberweisung, and direct debit, the refund will be transferred to the account from which the payment/debit was made. If you paid via PayPal or credit card, the refund will be made to the associated PayPal or credit card account.

Pillows and blankets may only be inspected (as in a retail store) and not tested (slept on) to qualify for the return policy.

Your statutory right of withdrawal is not affected by compliance with our rules regarding the additional contractual (voluntary) return policy and remains independent of this. Until the expiration of the statutory withdrawal period, only the statutory conditions listed there apply. The contractual (voluntary) return policy also does not limit your statutory warranty rights, which remain fully available to you.

We reserve the right to refuse the 60-day voluntary return policy if the order is placed by a person who works for or is associated with a competitor. This applies to all offered products.

Last update: 04/2025