CANCELLATION POLICY

Last updated: October 23, 2025

1. RIGHT TO CANCEL

You have the right to cancel your order and return products within fourteen (14) days without giving any reason. This right applies to orders placed by consumers (private individuals) within the European Union and is in accordance with EU Consumer Rights Directive 2011/83/EU and § 355 of the German Civil Code (BGB).

The cancellation period begins on the day you (or a third party designated by you, other than the carrier) receive the goods. To exercise your right of cancellation, you must inform us of your decision to cancel by means of a clear statement (e.g., email, WhatsApp message, or phone call).

2. HOW TO CANCEL YOUR ORDER

To cancel your order, please contact us using one of the following methods. We strongly recommend using email or WhatsApp for the fastest response (typically within 1-2 business days):

Preferred Contact Methods:

• Email (fastest): returns@tradivo.shop or info@tradivo.shop
• WhatsApp: +49 156 79718601 (send message with your order number)
• Phone: +49 156 79718601 (if urgent, but please note: email/WhatsApp responses are typically faster)

Business Address (for legal correspondence only):
Tradivo
Am Trippelsberg 92
40589 Düsseldorf, Germany

Note: Postal correspondence may take 5-10 business days for processing. For immediate assistance, please use email or WhatsApp.

Your cancellation notice must include:

• Your name and contact information
• Order number (found in your order confirmation email)
• Date of order and receipt of goods
• A clear statement of your intention to cancel

You may use the Cancellation Form Template below, but this is not mandatory. You can also submit your cancellation via email or WhatsApp with "Cancellation: Order #[Your Order Number]" in the subject line or message.

3. RETURN PROCESS

If you cancel your order within the 14-day period, you must return the products to us without undue delay and no later than fourteen (14) days from the day you communicated your cancellation to us.

Return Address – Provided After Cancellation:
We work with multiple warehouses and suppliers to fulfill orders efficiently. To ensure your return is sent to the correct location, we will provide you with the specific return address via email or WhatsApp after we receive your cancellation notice. This allows us to coordinate with the appropriate warehouse based on your product and order details.

Please contact us at returns@tradivo.shop (email) or +49 156 79718601 (WhatsApp) to initiate your return. In your message, include:

• Your name and order number
• Reason for cancellation (optional, but helpful)
• Date of order and receipt of goods

We will respond within 1-2 business days with:

• The return address for your specific order
• Return instructions (e.g., packaging requirements, tracking recommendations)
• Confirmation of your cancellation

Important: Do NOT send returns to our business address (Am Trippelsberg 92, 40589 Düsseldorf, Germany) without prior confirmation. Returns sent to unauthorized addresses may not be processed, and we cannot be held responsible for lost or misrouted packages.

Return Shipping Costs:
You are responsible for the direct cost of returning the goods, unless:

• The product is defective, damaged, or incorrect
• We explicitly agree to cover return shipping costs

We recommend using a trackable shipping method or purchasing shipping insurance, as we cannot guarantee receipt of returned items without proof of delivery.

No Physical Return Required (Products Under €20):
For defective or damaged products valued under €20, we may offer a full refund without requiring you to return the item. Please contact us at returns@tradivo.shop or via WhatsApp with photos of the defect and your order details. We will assess your claim and process a refund if verified. This policy is designed to save you time and shipping costs.

4. REFUND PROCESS

Once we receive your returned product(s), we will inspect the items and process your refund. Refunds will be issued using the same payment method you used for the original purchase (e.g., credit card via Stripe, PayPal).

Refund Timeline:
We will process your refund within seven (7) to fourteen (14) business days after receiving the returned goods. The refund may take an additional 3-5 business days to appear in your account, depending on your payment provider.

Condition of Returned Goods:
To qualify for a full refund, products must be returned in their original condition (unused, undamaged, with all original packaging and accessories). If returned products show signs of use beyond what is necessary to determine the nature and functionality of the product, we reserve the right to reduce the refund amount proportionally to the decrease in value.

5. EXCEPTIONS TO CANCELLATION RIGHT

The right of cancellation does not apply to:

• Products that have been opened, used, or are not in their original resalable condition (unless defective)
• Custom-made or personalized products
• Sealed products unsuitable for return due to health or hygiene reasons (e.g., opened electronics with hygiene seals removed)
• Products that have been mixed with other items after delivery

6. DEFECTIVE OR DAMAGED PRODUCTS

If you receive a defective, damaged, or incorrect product, please contact us immediately at returns@tradivo.shop (email) or +49 156 79718601 (WhatsApp). We will cover the return shipping costs and provide a full refund or replacement, at your discretion.

To expedite the process, please provide:

• Order number
• Photos of the defect or damage
• A brief description of the issue

7. CONSUMER RIGHTS UNDER EU LAW

This Cancellation Policy does not affect your statutory rights under EU and German law. You retain all rights under:

• EU Consumer Rights Directive 2011/83/EU
• § 355-361 BGB (German Civil Code – Right of Cancellation)
• § 437-438 BGB (Warranty and Defect Claims)

For warranty claims or defects arising after the 14-day cancellation period, please refer to our Terms and Conditions (Section: Limitation of Liability).

8. CANCELLATION FORM TEMPLATE

You may use the following template to exercise your right of cancellation. Copy and paste this into an email to returns@tradivo.shop or send via WhatsApp to +49 156 79718601:

Subject/Message: Cancellation: Order #[Your Order Number]

To: Tradivo, Am Trippelsberg 92, 40589 Düsseldorf, Germany
Email: returns@tradivo.shop | WhatsApp: +49 156 79718601

I/We (*) hereby give notice that I/We (*) cancel my/our (*) contract for the sale of the following goods:

• Product name(s): __________________
• Order number: __________________
• Date of order: __________________
• Date of receipt: __________________

Name of consumer(s): __________________
Email/Phone: __________________
Address of consumer(s): __________________
Date: __________________

(*) Delete as appropriate

9. CONTACT INFORMATION

For questions about our Cancellation Policy, returns, or refunds, please contact us:

Preferred Contact Methods:
Email: returns@tradivo.shop or info@tradivo.shop
WhatsApp: +49 156 79718601
Phone: +49 156 79718601 (if urgent)

Business Address (for legal correspondence only):
Tradivo
Am Trippelsberg 92
40589 Düsseldorf, Germany

Website: www.tradivo.shop