Returns, Withdrawal and Refunds

1. Statutory right of withdrawal

Consumers generally have the right to withdraw from an eligible online purchase within 14 days without giving a reason.

For goods, the withdrawal period generally begins on the day the customer, or a third party named by the customer other than the carrier, receives the goods.

The right of withdrawal does not apply to every product or transaction. In particular, it may not apply to goods cut, prepared, or manufactured according to the customer’s specifications or to goods that are clearly personalized.

2. How to exercise the statutory right

To exercise a statutory right of withdrawal, the customer must send a clear statement before the withdrawal period expires.

Customers may use the online Return or Withdrawal Request page, send an email to info@laminx.eu, or use the Model Withdrawal Form. Use of the model form is not mandatory.

Promofolia GmbH will acknowledge receipt of an online withdrawal request using the email address supplied by the customer.

3. Returning goods after withdrawal

After notifying Promofolia GmbH of a statutory withdrawal, the customer must return the goods without undue delay and no later than 14 days after giving notice.

Promofolia GmbH will provide the correct return address and reasonable return instructions.

The customer bears the direct cost of returning goods under the statutory withdrawal right where the customer was properly informed of that responsibility before purchase, unless Promofolia GmbH agrees to bear the cost.

4. Refunds after a statutory withdrawal

Where a statutory withdrawal applies, Promofolia GmbH will refund the payments received for the withdrawn goods, including the cost of the least expensive standard delivery option offered for the order.

Additional delivery costs caused by the customer choosing express, premium, or another more expensive delivery method are not refundable beyond the cost of standard delivery.

The refund will normally be made using the same payment method used for the original transaction unless another method is expressly agreed.

Promofolia GmbH may withhold the refund until the returned goods are received or the customer supplies evidence that the goods were sent back, whichever occurs first.

No fixed 25% restocking deduction applies to an eligible statutory withdrawal. A lawful deduction may be made for loss in value caused by handling beyond what was reasonably necessary to inspect the nature, characteristics, and functioning of the goods.

5. Products cut or prepared to customer specifications

Many Lamin-x.eu products are cut or prepared after the order is placed, including film cut from a larger master roll to a customer-selected length.

The statutory right of withdrawal may be excluded where a product was made or cut according to the customer’s specifications. Whether that exception applies depends on the product and configuration ordered.

A complete standard roll may be treated differently from a customer-selected length cut from a master roll. Promofolia GmbH will assess the circumstances of the individual order.

Where the statutory exception applies, the customer may still request a return under the voluntary 30-day return policy below.

6. Voluntary 30-day return policy

In addition to statutory rights, Promofolia GmbH voluntarily accepts eligible return requests made within 30 days after the customer receives the goods.

The 30-day period is the total voluntary return period. It is not an additional 30 days after the statutory withdrawal period.

For purchases carrying a statutory withdrawal right, that statutory right controls during the applicable statutory period. The voluntary policy normally applies after the statutory period ends and through day 30.

For cut-to-order goods that are excluded from the statutory withdrawal right, the voluntary policy may be used during the full 30-day period.

7. Conditions for a voluntary return

A return under the voluntary policy may be accepted when:

• The request is submitted within 30 days after receipt.
• The film is clean, undamaged, and free from contamination.
• Uninstalled film is returned with its backing liner and packaging where reasonably possible.
• The customer follows the return instructions supplied by Promofolia GmbH.
• The product has not been damaged through installation, misuse, improper storage, or improper handling.

8. Voluntary-return deduction

Approved voluntary returns are subject to a 25% cutting, material-handling, and restocking deduction. The customer therefore receives 75% of the eligible returned product value.

This deduction reflects that cut film cannot be restored to its original master roll or original inventory condition and may have a reduced remaining storage and resale period.

The 25% deduction applies only to voluntary returns. It does not apply to an eligible statutory withdrawal or to an accepted claim involving defective, damaged, incorrectly supplied, or non-conforming goods.

9. Opened or partially installed products

Opened but uninstalled film may be considered under the voluntary policy if it remains clean, complete, undamaged, and suitable for further use.

Where installation has started, only the unused and uninstalled portion may be considered. Any refund is based on the eligible unused material, less the voluntary-return deduction.

Installed, used, contaminated, stretched, trimmed, creased, or otherwise altered film is not eligible for a voluntary change-of-mind return.

10. Defective, damaged, or incorrect goods

Customers should contact Promofolia GmbH promptly if an order arrives damaged, contains the wrong product, has a manufacturing defect, or does not match its description.

No voluntary-return deduction applies to an accepted claim involving defective, damaged, incorrectly supplied, or non-conforming goods.

Promofolia GmbH will provide the remedy required by applicable law and will bear necessary return costs where legally required.

Customers should retain the product, backing liner, packaging, shipping label, and proof of purchase. Clear photographs or other reasonable information may be requested.

11. Installation problems

Please stop installation and contact Promofolia GmbH as soon as a possible product problem becomes apparent.

Damage caused by unsuitable surface preparation, installation contrary to the supplied instructions, contamination, excessive stretching, misuse, or improper handling may not be a product defect.

This does not limit statutory rights where the problem was caused by a defective product or by inadequate or incorrect instructions supplied with it.

12. Business customers

Statutory consumer withdrawal rights apply only to consumers purchasing primarily for personal purposes.

Returns from business customers are handled under the voluntary policy, any separate written agreement, or applicable law.

13. Statutory rights remain unaffected

Nothing in this policy limits mandatory rights where goods are defective, damaged, incorrectly supplied, unsafe, or not as described.