Refund policy
We want you to be pleased with what you order from MATTHIAS BARTUSCH. If something is not right, this policy explains your options. It applies alongside your statutory rights under German and European Union consumer law, which we never limit.
14 days to change your mind
As a consumer in the European Union you have the right to withdraw from your purchase within 14 days of receiving your order without giving a reason (sections 355 and 356 of the German Civil Code, implementing Directive 2011/83/EU). To exercise it, email info@floanevarts.shop with your order number within those 14 days, or use the model withdrawal form below. You then have 14 days to send the goods back. We refund the price you paid for the goods and the standard delivery charge within 14 days of receiving your withdrawal notice or of receiving the returned goods, whichever is later. You pay the direct cost of returning the items unless they were faulty or not what you ordered.
30 days to return, for any reason
Beyond the statutory period we accept returns of unworn garments within 30 days of delivery. Items must come back complete, unused, unwashed and undamaged, with every belt, tie, spare button and tag that came with them. This extended window is a voluntary addition to your statutory rights and does not replace them.
How to start a return
Email info@floanevarts.shop with your order number and the reason for the return. We reply within one business day with return instructions and the return address. Please do not send items back before you have written confirmation from us, because unannounced parcels can be refused and we cannot trace them.
Return condition
Goods are only accepted for return if they are complete and show no signs of wear, alteration, washing, perfume or smoke. We check every return on arrival. If an item comes back incomplete or in a condition that prevents resale, we may decline the refund or offer a partial refund, and we will explain why before returning the item to you.
Refunds
Once your return arrives and has been checked, we approve or decline the refund by email. Approved refunds are sent to the original payment method within 14 days. Your bank may need a further 3 to 5 business days to show the credit. Original delivery charges are refunded only where the whole order is returned under the right of withdrawal or where the goods were faulty.
Faulty or incorrect items
Every garment is checked and measured before dispatch. If something arrives damaged, defective or different from what you ordered, email us within 48 hours of delivery with photographs of the garment, its tags and the parcel. We arrange a replacement or a full refund including delivery costs, and we cover the return postage.
Statutory guarantee of conformity
Goods must conform to the contract. In Germany you benefit from the statutory guarantee of conformity for two years from delivery (sections 434 and 437 of the German Civil Code, implementing Directive (EU) 2019/771). If an item is not as described, is not fit for its purpose, or develops a defect that existed at delivery, you may ask for repair, replacement, a price reduction or termination of the contract. Repair or replacement is at no charge to you, including postage. Please report a defect within two months of discovering it so that we can investigate it properly.
Model withdrawal form
To MATTHIAS BARTUSCH, Küntroper Straße 194, 58809 Neuenrade, Germany, info@floanevarts.shop: I hereby give notice that I withdraw from my contract of sale of the following goods (order number and description): ____________. Ordered on ____________ and received on ____________. Name of consumer: ____________. Address of consumer: ____________. Date: ____________. Signature (only if this form is sent on paper): ____________.
Contact
Questions about a return? Email info@floanevarts.shop or call +49 2392 50237. Our business address is Küntroper Straße 194, 58809 Neuenrade, Germany.