Refund policy

Refund Policy

At edelkrone, we want you to be completely happy with your purchase and for your shopping experience to be smooth and transparent. Below, you will find clear answers to common questions regarding our shipping, return, and cancellation policies.

Please note: By placing an order, you agree to the terms outlined below in accordance with Consumer Protection Law No. 6502 and Distance Contracts Regulation.

1. Returns & Refunds

Can I return a product if I change my mind? Yes, we offer a 30-day return policy. You have the right to withdraw from the contract within 30 days of receiving your order, without giving any reason, provided the item meets our return condition requirements.

Condition of Return & Customs Clearance (Important!) While we understand that you need to open and test the product, it must remain in good, acceptable condition to be eligible for a refund.

• Customs Restrictions on Wear & Tear: This policy is primarily dictated by international customs regulations. If a returned item shows heavy use, obvious dents, deep scratches, or attention-attracting wear, customs authorities often classify it as a "used good for repair" rather than a standard commercial return. When this happens, the package fails to clear customs and is shipped back to you.

• Refund Voidance & Replacement Only: If your return is rejected by customs due to excessive wear and tear, the return and refund process will be permanently canceled—even if the return was initially authorized by our support team. At that point, the refund option is completely voided, and you will only be eligible for a replacement.

• Replacement Units: Please note that products that have already been issued as a replacement for a prior order are considered final and cannot be returned for a refund.

How do I start a return? Before sending anything back, you must obtain authorization.

1. Contact Us: Email us at support@edelkrone.com to request a return.

2. Get Code: We will provide you with a Return Merchandise Authorization (RMA) code.

3. Ship: Ship the product back to us using this code.

⚠️ Critical Warning: Do not send any products back without an RMA code. Failure to obtain an RMA code prior to returning a product could result in severe customs delays and extra costs. Should this occur, we will be forced to absorb these costs by deducting the equivalent amount from your refund.

Refund Calculation & Non-Refundable Items When issuing a refund, please be aware of the following deductions:

• Customs Duties & Taxes (DDP Orders): If you paid for customs duties and taxes at checkout (Delivered Duty Paid), these funds were used to clear the goods through customs and pay necessary authorities on your behalf. Since these official procedures are completed, these costs are non-refundable and will be deducted from your total refund.

• Bundles & Promotional Discounts: If you purchased a bundle to receive a discount and return only part of it, the bundle discount is no longer valid. The items you keep will be charged at their regular full price, and the price difference will be deducted from your refund.

• Return Shipping Costs: The buyer is responsible for return shipping costs. While we may initially handle the logistics to facilitate the return, this cost will be deducted from your final refund.

• Missing Parts & Minor Value Loss: If the product successfully passes customs but is returned with missing original accessories (such as packaging, cables, or manuals) or shows minor cosmetic wear that requires refurbishment, we will deduct the cost of repair or value loss from your refund. (Note: As mentioned above, heavy wear will result in customs rejection and void the refund entirely).

When will I get my refund? Once we receive your returned item and inspect it, we will process the refund within 10 days. The remaining funds (total paid minus shipping, DDP/Customs expenses, discount adjustments, and any missing part/refurbishment deductions) will typically be transferred to your bank within 14 days of our receipt.

2. Shipping & Delivery

Shipping Costs & Timeline

• Costs: Shipping charges are paid by the buyer and calculated at checkout.

• Timeline: We strive for speed. Legally, the maximum delivery period is 30 days. If we fail to deliver within this timeframe, you have the right to cancel the order for a full refund.

Damaged Packages Please inspect your package before accepting it. If you see dents, tears, or crushed packaging, do not accept the delivery from the cargo company. Ask for a damage report. By accepting the package, you acknowledge that it was received in good condition.

"Leave at Door" Policy If you choose a delivery option that allows the courier to leave the package at your door (without a signature), you assume full responsibility. We cannot offer reimbursement or compensation for lost, stolen, or damaged packages after they have been left at your address.

3. Payments & Cancellations

Payment Methods We use Shopify’s secure payment infrastructure. Accepted methods include major credit/debit cards, Apple Pay, Google Pay, and others displayed at checkout.

Cancellations

• Force Majeure: If unforeseen events prevent us from delivering on time, we will notify you. You can choose to wait or cancel.

• Refunds on Cancellation: If you cancel before delivery:

  • Cash payments are refunded within 14 days.

  • Credit card refunds are processed immediately by us but may take 2-3 weeks to appear on your statement depending on your bank.

Security & Fraud For your security, if a purchase is flagged as unauthorized or fraudulent (e.g., stolen credit card), we reserve the right to demand the immediate return of the product at our expense.