Due to the impersonal nature of online and e-commerce purchasing, the law grants the customer a right of withdrawal. The customer has the right to cancel his declaration of contract without stating a reason within 14 days after having received the product.
How to use the right of withdrawal
The customer doesn't have to state any reason in order to make use of his right of withdrawal, but it is important that he can prove that SOLWE has received his notification of withdrawal. Therefore it's convenient that he sends an e-mail to sales@solwe.com stating his intention to return the product making use of his right of withdrawal.
The notification of withdrawal has to include the customer's details, the reference number of the order and the number of the corresponding invoice.
What are the consequences of the cancellation?
In the event of an effective cancellation the mutually provided goods and services shall be returned. In case the customer cannot return or surrender the received goods and services as well as benefits enjoyed (e.g. benefits from usage) in total or in part or only in deteriorated condition, he'll have to, if applicable, provide compensation insofar. For the deterioration of the goods or for benefits enjoyed this only applies insofar as the use or the deterioration of the goods is due to a handling of the goods which exceeds the testing of the properties and the functionality. “Testing of the properties and functionality” means examining and trying out the goods as it is possible and usual to do for instance in a retail shop. The customer has to bear the shipping costs of return.
Once SOLWE has received the notification of withdrawal and the returned product it has to refund the corresponding payments within 30 days.