Refund policy
Withdrawal policy
Cocoanel
This withdrawal policy applies to consumers who conclude contracts with Cocoanel via the online shop or as part of other distance contracts or off-premises contracts covered by law.
Provider and address for withdrawal
Cocoanel
Owner: Lena Neureuther
Füll 4
90403 Nürnberg
Germany
Email: info@cocoanel.de
Phone: 0176 57687345
1. Right of withdrawal for goods
You have the right to withdraw from this contract within fourteen days without giving any reason, provided that a statutory right of withdrawal exists for the contract concerned and no statutory exception applies.
The withdrawal period is fourteen days from the day on which you, or a third party other than the carrier and indicated by you, acquire physical possession of the goods. If you have ordered multiple goods in a single order and they are delivered separately, the period begins on the day on which you, or a third party indicated by you, acquire physical possession of the last good. In the case of delivery in several lots or pieces, the period begins on the day on which you, or a third party indicated by you, acquire physical possession of the last lot or piece.
To exercise your right of withdrawal, you must inform us
Cocoanel
Owner: Lena Neureuther
Füll 4
90403 Nürnberg
Germany
Email: info@cocoanel.de
Phone: 0176 57687345
of your decision to withdraw from this contract by means of an unequivocal statement (e.g. a letter sent by post or an email). You may use the model withdrawal form below, but it is not obligatory.
You can also declare your withdrawal using the electronic withdrawal function provided on our website (Withdraw from contract, linked in the footer of every page).
To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
Effects of withdrawal for goods:
If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery, without undue delay and in any event not later than fourteen days from the day on which we receive notice of your withdrawal from this contract. This does not include supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us.
We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless expressly agreed otherwise with you. In no event will you be charged any fees as a result of such reimbursement.
We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
You shall send back the goods or hand them over to us without undue delay and in any event not later than fourteen days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of fourteen days has expired.
You will have to bear the direct cost of returning the goods.
You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
2. Statutory exceptions to the right of withdrawal for goods
The right of withdrawal does not apply in the exceptional cases provided for by law. These include in particular:
- Contracts for the supply of goods which are liable to deteriorate rapidly or whose expiry date would be quickly exceeded.
- Contracts for the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons, if their seal has been removed after delivery.
- Contracts for the supply of goods which, after delivery, have become inseparably mixed with other items due to their nature.
- Contracts for the supply of goods which are made to the customer's specifications or are clearly personalized to individual needs, provided that the statutory requirements are met.
Each of these exceptions applies only if its statutory requirements are actually met. Not all foods or chocolate products are excluded from the right of withdrawal merely because they are food.
3. Right of withdrawal for digital content
For digital content purchased online that is not supplied on a tangible medium, a statutory right of withdrawal generally exists unless a statutory exception applies.
The withdrawal period is fourteen days from the conclusion of the contract.
The right of withdrawal may expire before the end of the withdrawal period if the statutory requirements are met. For paid digital content, this requires in particular that:
- you have expressly consented to Cocoanel beginning performance of the contract before the end of the withdrawal period,
- you have confirmed that you are aware that, by giving this consent, you lose your right of withdrawal once performance of the contract begins, and
- you have been provided with the confirmation of the contract required by law.
Where required, the consent and the confirmation of awareness are obtained separately. Mere access to an e-book, video, online course or other digital content does not in itself exclude the right of withdrawal.
Effects of withdrawal for digital content
In the event of an effective withdrawal, the statutory rules on reimbursement apply. Claims and restrictions provided for by law, in particular for digital services that have already begun, remain unaffected.
4. Right of withdrawal for coaching and other services
For service contracts concluded online, a statutory right of withdrawal generally exists unless a statutory exception applies.
The withdrawal period is fourteen days from the conclusion of the contract.
If you expressly request that Cocoanel begin the service before the end of the withdrawal period, you may, in the event of withdrawal and subject to the statutory requirements, be obliged to pay a reasonable amount for the services provided up to the time of withdrawal. This requires in particular that you were properly informed of this legal consequence and made the declarations required by law.
For a paid service contract, the right of withdrawal generally expires early only once the service has been fully performed and you have previously expressly consented to the early start, confirmed that you are aware that your right of withdrawal expires upon full performance of the contract, and received the required confirmation of the contract from Cocoanel or had it made available to you.
Effects of withdrawal for services:
If you effectively withdraw from a service contract, payments already received will be reimbursed in accordance with the statutory provisions. Where the statutory requirements are met, Cocoanel may claim a reasonable amount for services already provided as well as outstanding installments.
Services already provided, digital content and other parts of the contract are treated in accordance with the applicable statutory provisions.
5. Right of withdrawal for memberships, subscriptions and programs
For memberships, subscriptions and programs concluded online, the statutory withdrawal rules for the respective type of contract generally apply.
The withdrawal period is normally fourteen days from the conclusion of the contract, provided that a statutory right of withdrawal exists and no exception applies.
Depending on the agreed scope of services, different statutory rules on the expiry of the right of withdrawal and on compensation for value may apply to digital content and services.
After the withdrawal period has expired, there is generally no entitlement to a voluntary refund for content provided in accordance with the contract, services already provided or membership periods that have already expired. Statutory claims, in particular for services not provided or provided defectively, remain unaffected.
Terminating a membership is distinct from withdrawing from the contract. The term, notice period and termination of a membership are governed by the respective contract terms and the statutory provisions.
6. Right of withdrawal for gift vouchers
For gift vouchers purchased online, a statutory right of withdrawal generally exists unless a statutory exception applies.
The withdrawal period is normally fourteen days from the conclusion of the contract. Digital delivery alone does not automatically exclude the right of withdrawal.
The requirements and legal consequences described above apply accordingly to an effective withdrawal.
7. Purchases at trade fairs and events
For an ordinary purchase concluded and fulfilled directly at a trade fair stand or at an event, there is generally no statutory right of withdrawal merely because you later change your mind.
If, however, the contract is concluded under circumstances that legally qualify as an off-premises contract, a right of withdrawal may exist. The decisive factors are the actual circumstances of the conclusion of the contract and the statutory provisions.
Statutory warranty rights remain unaffected.
8. Model withdrawal form
If you wish to withdraw from the contract, you can complete this form and return it to us. Use of the form is not obligatory.
To:
Cocoanel
Owner: Lena Neureuther
Füll 4
90403 Nürnberg
Germany
Email: info@cocoanel.de
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract for the purchase of the following goods (*) / for the provision of the following service (*) / for the supply of the following digital content (*).
Ordered on (*) / received on (*): ____________________
Name of consumer(s): ____________________
Address of consumer(s): ____________________
Order number or contract number (if available): ____________________
Signature of consumer(s) (only if this form is notified on paper): ____________________
Date: ____________________
(*) Delete as appropriate.
End of withdrawal policy
