Refund policy

Thank you for your purchase at Renkly Store.

Please carefully review all details before completing your order. Especially for personalized products, we kindly ask you to double-check your design, texts, names, images, and any other information.

1) Personalized Products

Many of our products are made individually according to customer specifications and personalized via our design tool on the website. For such personalized products or products clearly tailored to personal needs, there is no right of withdrawal.

This applies in particular to products created with the following individual information:

• your own photos
• names
• texts
• designs
• other personal customization requests

Since personalization is carried out by the customer via the design tool, the customer is responsible for the accuracy of the content of the design. This applies in particular to:

• spelling of names, texts, and dates
• uploaded images and graphics
• selected colors, motifs, and layouts
• other individual design details

Therefore, we cannot offer a free remake, return, or refund for errors resulting from content entered, selected, or uploaded by the customer.

2) Non-personalized Standard Products

For non-personalized, standardized products, the statutory right of withdrawal applies. You have the right to withdraw from the contract within 14 days of receiving the goods, without giving any reason.

To exercise your right of withdrawal, please contact us in advance by email at office@renklystore.at.

After notifying us of your withdrawal, the goods must be returned to us within 14 days. The goods must be in proper condition, unless use was necessary to check the nature, characteristics, and functioning of the goods.

Once we have received the return shipment or proof of return has been provided, the refund will be made via the original payment method, provided that no legal or contractual reasons prevent this.

3) Damaged, Defective, or Incorrectly Delivered Goods

If your order has been delivered damaged, defective, or incorrect, please contact us as soon as possible at office@renklystore.at.

In such cases, we will review your complaint and, depending on the case and legal provisions, arrange an appropriate solution—particularly repair, replacement, price reduction, or refund.

This applies to both personalized and non-personalized products, provided there is an actual defect, transport damage, or incorrect delivery.

4) Procedure for Visible Transport Damage

If your package or product is visibly damaged upon delivery, we kindly ask you to:

• report the damage as soon as possible after receipt, ideally within 48 hours
• take clear photos of the package, packaging, and the damaged product
• send these photos together with your order number by email to office@renklystore.at

This information helps us to review the case more quickly with the shipping provider and internally. Damage reported at a later stage may make clarification more difficult. However, your statutory rights regarding defects remain unaffected.

5) No Exclusion of Statutory Rights

These notices relate to the exclusion of the right of withdrawal for personalized products, the statutory right of withdrawal for non-personalized standard products, and the complaint process. Statutory warranty rights remain unaffected.

6) Contact

Renkly Store e.U.
E-mail: office@renklystore.at