Return, Complaint, Withdrawal, and Custom Order Policies

Aipax Brands e.K.  •  Siriusstraße 6  •  12524 Berlin  •  Germany

Consumer information on returns, complaints, statutory right of withdrawal, and custom orders

1. Our products: Made-to-Order & Print-on-Demand

Thank you for your order from Aipax Brands e.K. As a modern e-commerce company, we place great value on resource conservation and individuality. A large part of our assortment is not produced in advance but is manufactured, refined, printed, or produced using print-on-demand (PoD) or made-to-order processes only after your order has been placed.

Important for your rights: Whether and to what extent you have a right of withdrawal or return does not depend on whether an item is produced only after ordering, but on whether it is custom-made for you. We therefore distinguish between the two following product categories.

2. Two product categories – and what they mean for your rights

Category A – Custom-made / personalized items

This includes goods that are manufactured based on your personal specifications or are clearly tailored to your personal needs, in particular:

•     Items with a name, text, date, or your own photo/design entered by you,

•     individually printed, embroidered, or engraved items with customer-specific content,

•     items manufactured according to your specific measurements or individual configuration.

Legal consequence: For these items, the statutory right of withdrawal in accordance with § 312g para. 2 no. 1 BGB is excluded, as a return is not possible or economically unreasonable due to the individualization. We will explicitly point out this exclusion on the respective product page before you place your order.

Category B – Items with standard selection (size, color, predefined design)

This includes goods for which you only choose between standard options provided by us – such as size, color, or a design provided by us that is also available to other customers – even if these items are only produced after your order (made-to-order / print-on-demand).

Legal consequence: For these items, your statutory right of withdrawal exists in full scope. The mere selection from standard variants or production only after ordering does not constitute a custom-made item within the meaning of § 312g para. 2 no. 1 BGB and does not exclude your right of withdrawal. Our separate withdrawal policy and the sample withdrawal form apply (see section 4).

The category to which a specific item belongs is indicated in the respective product description. In case of doubt, please contact Service@Aipax-Brands.com before placing your order.

3. Voluntary returns / goodwill (in addition to your statutory rights)

Beyond your statutory rights, there is no voluntary right of return, exchange, or size exchange for custom-made items in Category A due to dissatisfaction, incorrect size selection, subsequent change of mind, or color change. This applies exclusively to voluntary goodwill and leaves your statutory rights unaffected.

Your statutory rights remain in effect in all cases: the right of withdrawal for Category B items (Section 4) and your warranty rights for defective, damaged, or incorrectly delivered goods (Section 5) – regardless of the voluntary regulations above.

Note on size selection: Please use the size charts and measurements provided on the product pages before each order. For custom-made items in Category A, a subsequent size exchange out of goodwill is excluded; for items in Category B, you have the statutory right of withdrawal.

4. Statutory right of withdrawal (Category B items)

For Category B items, as a consumer, you have a 14-day right of withdrawal. Details – in particular the start and end of the period, the form and recipient of the withdrawal declaration, and the legal consequences – can be found in our separate withdrawal policy; there you will also find the sample withdrawal form.

Costs of return: In the event of an effective withdrawal, you will bear the direct costs of return – provided we have informed you of this in the withdrawal policy. Further fees (e.g., storage or processing fees) will not be incurred in the context of an effective withdrawal. Please refer exclusively to the return address for your product mentioned in Section 6.

5. Complaints and statutory warranty

Should an item be damaged, defective, incorrectly printed, or incorrectly delivered, your statutory warranty rights apply – regardless of the product category. In this case, we will of course provide an appropriate solution at our expense (e.g., replacement delivery, repair, credit, or refund).

5.1 Cooperation for prompt processing

To enable us to process your complaint as quickly as possible, please report the defect to us by email at Service@Aipax-Brands.com after receiving the goods. The following information is helpful:

•     Your order number and full name,

•a brief, precise description of the defect,

•     meaningful, sharp digital photos of the defect or the faulty item,

•     for transport damage: additionally, photos of the outer packaging and the shipping label.

5.2 Deadlines

Statutory defect claims expire within the statutory period of two years from the delivery of the goods. For faster processing with our production partners, we ask you to report defects within 30 days of receipt if possible. This request is a mere service recommendation and does not limit your statutory limitation period.

6. Authorized returns and logistics routing

Aipax Brands e.K. works with a decentralized network of production sites and logistics service providers (3PL) both domestically and internationally. Therefore, please note:

•     No goods receipt in Berlin: The business address in Berlin (Siriusstraße 6) does not have a warehouse and cannot process goods shipments.

•     Return authorization in advance: Any authorized return (e.g., within the scope of an accepted complaint) requires prior contact at Service@Aipax-Brands.com. We will then send you the responsible return address and a return number.

•     Cancellation: For returns within the scope of a legal cancellation, only the address specified in the cancellation policy or by us applies; you will not incur any additional fees beyond the direct return costs.

Additional costs: Only in the case of unauthorized returns outside of a cancellation or an accepted complaint – for example, to an incorrect address or the Berlin administrative address – may actual additional costs be incurred (e.g., onward transport, reprocessing), which we will invoice you for in such cases or set off against any claims for reimbursement.

7. Shipments lost in transit

If a shipment has not been delivered according to tracking or the shipping process is stalled, please contact us within 30 days of the expected delivery date if possible. We will then immediately initiate an investigation with the logistics partner. Your statutory rights as a consumer in the event of transport loss remain unaffected.

8. Incorrect delivery address and undeliverable shipments

Please provide a complete, correct, and deliverable shipping address during the ordering process.

•     Costs for address errors: If a shipment cannot be delivered due to an incorrect or incomplete address for which you are responsible, and is returned to us or a production partner, you will bear the direct costs for return transport and processing.

•     Reshipment: Reshipment will occur after successful address correction and after payment of the renewed shipping and processing costs.

9. Unclaimed or refused shipments

Category A items (no right of withdrawal): If you refuse acceptance without justification or do not pick up the shipment, so that it is returned to us due to reasons for which you are responsible, you are in default of acceptance (§ 293 BGB). We reserve the right to charge you for the actual costs incurred for return transport, storage, and any re-delivery.

Category B items (with right of withdrawal): If you have a statutory right of withdrawal, non-acceptance or non-collection can be considered an exercise of the right of withdrawal. In this case, the provisions on withdrawal (Section 4) apply; you will then only bear the direct return costs.

10. Hygiene articles and sealed goods

A statutory right of withdrawal does not apply, in accordance with § 312g Abs. 2 Nr. 3 BGB, to sealed goods that are not suitable for return for reasons of health protection or hygiene if their seal was removed after delivery.

This exclusion applies exclusively to actually sealed items (e.g., cosmetics, food supplements, certain items with direct body contact). Unsealed textiles do not fall under this exception; categories A or B according to Section 2 apply to them. If the seal of a sealed item has been removed, a return, refund, or exchange is excluded.

11. Summary of your rights

•     Custom-made items (A): no right of withdrawal (§ 312g Abs. 2 Nr. 1 BGB), no voluntary return – warranty remains valid.

•     Standard/variant items (B): full statutory right of withdrawal according to the cancellation policy – additionally warranty.

•     All items: full statutory warranty for defective, damaged, or incorrectly delivered goods.

Please direct questions about your order, product category, or a return to Service@Aipax-Brands.com.