Refund and Returns Policy

1. Consumers’ right of withdrawal

If you enter into a contract with ANIMUR Shop as a consumer, you may withdraw within 14 days without giving a reason.

For goods, the period starts when you or a person designated by you, other than the carrier, receives the goods. If items from one order arrive separately, receipt of the last item counts; for delivery in parts, receipt of the final part counts. For services and electronic monetary gift cards, the period starts when the contract is concluded. The period does not start before you have received the required withdrawal information.

Send a clear statement of your decision to withdraw to:

You may send an email or letter, or use the “Withdraw from contract” function below. For online withdrawals, we promptly email an acknowledgement containing your statement and the date and time of receipt. Using the model form is optional. Sending your withdrawal before the deadline is sufficient.

2. Refunds and returning goods

Following a valid withdrawal, we refund your payments, including the cost of our least expensive standard delivery, without undue delay and no later than 14 days after receiving your withdrawal. Additional costs for a more expensive delivery method you selected are excluded.

We use your original payment method unless we expressly agree another method with you that causes you no additional costs. For goods, we may withhold reimbursement until we receive the goods or you provide evidence that you have sent them back, whichever happens first.

Return goods to the address above without unnecessary delay, no later than 14 days after notifying us of your withdrawal. Sending the goods within that period is sufficient. You bear the direct cost of returning goods when exercising your right of withdrawal. Keep your proof of dispatch. Protective packaging helps prevent damage; original packaging is not a condition for withdrawal.

You are liable for diminished value only if it results from handling beyond what is necessary to establish the goods’ nature, characteristics and functioning, and you were properly informed of your withdrawal rights.

3. Gift cards and digital services

Our €50, €150 and €300 monetary gift cards are delivered electronically. Delivery by email alone does not remove your right of withdrawal. Please include your order number where possible and do not share the gift card code publicly. The relevant code is disabled when the purchase is reversed. If a card has already been used in full or in part, we assess the reversal in relation to the affected orders and applicable legal rules. Your statutory rights remain unaffected.

Digital services such as the Partner Activation Package are subject to the statutory rules for the relevant contract. Early expiry of withdrawal rights requires the applicable express consent and acknowledgement; simply ordering or activating a service is insufficient. For services, proportionate compensation may arise only where statutory conditions are met, including your express request for performance to start early and proper advance information.

4. Damaged, incorrect or faulty items

For delivery problems, email jp@animur.de. Include your order number and describe the issue; photographs are optional. We will explain the next steps and arrange any necessary return. We bear the necessary costs of a valid statutory remedy for defective goods. Your statutory rights concerning defects apply independently of the right of withdrawal and its 14-day period.

Statutory exclusions from withdrawal apply only if their conditions are met in the individual case, for example for genuinely customised goods or certain unsealed hygiene products. Opening a package does not automatically remove your rights.

Business purchases generally do not carry the statutory consumer right of withdrawal. Statutory rights concerning defects remain unaffected. This policy does not grant an additional voluntary return period.

5. Model withdrawal statement

You may copy the following details into an email or letter. Using this form is optional.