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Right of withdrawal

Exercise and Exceptions

The customer can withdraw from his online contract declaration without giving reasons within 14 days.

Exercising the revocation

In order to exercise his right of cancellation, the customer must inform GW of his decision to cancel the contract by means of a clear declaration (for example a letter sent by post, fax or email). To be effective, the revocation must only be sent to the GW contact details given in these terms and conditions.

The customer can use the model withdrawal form for this. However, this is not mandatory. After revocation, the customer receives a return label from GW by e-mail in order to send the parcel back. GW only pays for the return shipping costs if this label is used.

The cancellation period is fourteen days from the day on which the customer or a third party named by the customer who is not the carrier has taken possession of the goods – in the case of several goods in a single order or partial deliveries, the last goods delivered. In order to meet the cancellation deadline, it is sufficient for the customer to be able to show that they sent their note of revocation before the cancellation period has expired. 

Exceptions to the right of withdrawal

Sealed delivered goods cannot be taken back if the customer has removed the seal after delivery and they are therefore now unsuitable for return due to issues of health protection or hygienic reasons. 

Furthermore, no goods can be taken back that have been manufactured according to customer specifications or tailored to the customer’s special needs.

If the customer makes use of his right of cancellation in accordance with the above provisions, the payment will be reimbursed step by step after GW has received the goods, the inspection has been carried out and the compensation is deducted in accordance with point 3.7. The customer will be reimbursed for all payments received by GW, including delivery costs, in accordance with the above provisions within fourteen days from the date GW received the declaration of cancellation. GW can refuse repayment until GW has received a confirmation of the return or until GW has actually received the return package. GW generally uses the same means of payment for this repayment that the customer used in the original transaction.

The customer must pay GW compensation for a reduction in the market value of the goods if the loss in value is due to handling of the goods that is not necessary to check the condition, properties and functionality of the goods.

Sample withdrawal form

Click here (Opens in a new tab or window) to download a sample withdrawal form.