1. Purchase at the Pick-Up Store (On-Site)

For purchases made directly at our pick-up store, there is no statutory right of withdrawal.

Returns of goods are excluded.

An exchange is possible solely as a gesture of goodwill and only under the following conditions:

• Maximum 10% of the purchased goods
• Within 30 days from the purchase date
• Only at the pick-up store where the purchase was made
• Original invoice required
• Goods must be unused and in their original packaging

Excluded from exchange are:

• Tile adhesives, care and cleaning products
• Fixing and installation materials
• Special or custom-ordered goods
• Goods explicitly marked as non-returnable

2. Online Purchase / Distance Selling (Clic & Collect / Delivery)

If the customer is a private consumer within the meaning of the Austrian Consumer Protection Act (KSchG) and the contract was concluded by distance selling, the statutory right of withdrawal pursuant to the Austrian Distance and Off-Premises Transactions Act (FAGG) applies.

Right of Withdrawal

The customer may withdraw from the contract within 14 days without giving any reason.

The withdrawal period begins:

• on the day the goods are received,
• in the case of partial deliveries, on receipt of the last partial delivery.

The withdrawal must be declared in writing (e.g. by email).

Exceptions to the Right of Withdrawal

No right of withdrawal exists for:

• purchases made by business customers (B2B),
• custom-made or specially ordered goods,
• goods which, after delivery, have been inseparably combined with other items.

Consequences of Withdrawal (Distance Selling)

• Payments already made will be refunded within 14 days.
• The refund may be withheld until the goods have been returned or proof of return has been provided.
• The costs of return shipment are borne by the customer.
• In the case of damaged, used, or incomplete goods, an appropriate compensation for loss of value may be charged.

Important Notice

These withdrawal and return regulations apply to private customers.
For business customers (B2B), the provisions of our General Terms and Conditions apply.