Cancellation Policy
At Kondatools, we want shopping with us to be simple and stress-free. This Cancellation Policy explains when and how you can cancel an order, along with your rights under German and EU consumer protection law.
Cancelling Before Shipment
You can cancel your order at no extra cost, as long as it hasn't yet been processed or dispatched.
To request a cancellation, contact our Customer Support team as soon as possible with your order number. If your order hasn't entered the shipping process yet, we'll cancel it and refund you in full to your original payment method.
Once an order has been packed, processed, or shipped, it can no longer be cancelled. At that point, you may use your right of withdrawal instead, as described below.
Right of Withdrawal (EU Customers)
If you're an EU consumer, you generally have the legal right to withdraw from your purchase within 14 calendar days, without needing to explain why.
This period starts on the day you (or someone you've nominated) receive the goods.
To exercise this right, send us a clear statement of your decision before the 14-day window closes. After that, return the products without unnecessary delay, and no later than 14 days from the day you told us you were withdrawing.
Conditions for a Valid Return
To qualify for a refund:
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The item must be returned in its original condition.
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All original tags, packaging, and accessories must be included.
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The item shouldn't show signs of use beyond what's reasonably needed to check its nature, features, and how it works.
We may reduce your refund if the item's value has dropped because of handling beyond what you'd typically do in a physical store.
Who Covers Return Shipping
Unless the return is due to our mistake, a defective item, or the wrong product being sent, you're responsible for the direct cost of shipping the item back. We suggest using a tracked shipping service, since you remain responsible for the item until it reaches us.
Refunds
Once we've received and checked your returned item, we'll process your refund without unnecessary delay, and no later than 14 days after receiving your withdrawal notice.
We may hold off on the refund until:
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We've received the returned goods, or
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You've given us satisfactory proof they've been sent back,
whichever comes first.
Refunds go back to your original payment method, unless we've agreed on another option with you.
What Can't Be Cancelled or Returned
Where the law allows it, the right of withdrawal doesn't apply to:
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Personalized or custom-made items.
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Products made to your specific requirements.
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Sealed goods that can't be returned for hygiene or health reasons once unsealed.
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Gift cards, downloads, or digital content, where applicable.
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Any other items excluded from the right of withdrawal under German and EU consumer law.
Damaged, Defective, or Wrong Items
If your order arrives damaged, defective, or incorrect, contact us within 48 hours of delivery. To help us sort it out quickly, please share:
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Your order number
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A description of the issue
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Clear photos of the item and packaging
Depending on the situation, we may offer:
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A replacement
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A repair
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A partial refund
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A full refund
Contact Information
For questions about cancellations or your withdrawal rights, get in touch:
Trading Name: Kondatools
Legal Entity: Emano Dutti UG (haftungsbeschränkt)
Company Type: Unternehmergesellschaft (UG) (haftungsbeschränkt)
Commercial Register No.: HRB 107844
Register Court: Amtsgericht Düsseldorf
Business Address: Harffstraße 109 B, 40591 Düsseldorf, Germany
Email: info@kondatools.com
At Kondatools, we handle every cancellation and withdrawal request fairly, promptly, and in line with German and EU consumer protection law. We appreciate your trust and aim to keep every shopping experience simple, s