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Cancellation Policy

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At DJALOY, we aim to provide a transparent and hassle-free shopping experience. This Cancellation Policy explains when and how you may cancel your order, as well as your rights under applicable German and European consumer protection laws.

Order Cancellation Before Shipment

You may request to cancel your order at no additional cost before it has been processed or dispatched.

To request a cancellation, please contact our Customer Support team as soon as possible and provide your order number. If your order has not yet entered the shipping process, we will cancel it and issue a full refund using your original payment method.

Please note that once an order has been packed, processed, or shipped, it can no longer be cancelled. In such cases, you may exercise your right of withdrawal as described below.

Right of Withdrawal (EU Customers)

If you are a consumer residing within the European Union, you generally have the legal right to withdraw from your purchase within 14 calendar days without providing any reason.

The withdrawal period begins on the day you, or a person designated by you, receive the goods.

To exercise your right of withdrawal, you must notify us with a clear statement of your decision before the 14-day withdrawal period expires.

After notifying us, you should return the products without undue delay and no later than 14 days from the date you informed us of your withdrawal.

Return Conditions

To qualify for a refund:

  • The item must be returned in its original condition.

  • All original tags, packaging, and accessories must be included.

  • The product must not show signs of unnecessary use beyond what is reasonably required to inspect its nature, characteristics, and functionality.

We reserve the right to reduce the refund if the value of the item has diminished due to handling beyond what would normally be permitted in a physical retail store.

Return Shipping Costs

Unless the return is due to our error, a defective product, or an incorrect item received, customers are responsible for the direct cost of returning the goods.

We recommend using a tracked shipping service, as you remain responsible for the returned item until it reaches us.

Refunds

Once we receive and inspect the returned item, we will process your refund without undue delay and no later than 14 days after receiving your withdrawal notice.

We may withhold the refund until:

  • We have received the returned goods; or

  • You provide satisfactory proof that they have been sent back,

whichever occurs first.

Refunds will be issued using the same payment method used for the original purchase unless another method has been agreed upon.

Items That Cannot Be Cancelled or Returned

The legal right of withdrawal does not apply, where permitted by applicable law, to:

  • Personalized or custom-made products.

  • Products manufactured according to your specific requirements.

  • Sealed goods that cannot be returned for hygiene or health protection reasons once unsealed.

  • Gift cards, downloadable products, e-books, digital content, or digital downloads where applicable.

  • Any other products excluded from the right of withdrawal under applicable German and European consumer protection legislation.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery.

To help us resolve the issue promptly, please include:

  • Your order number.

  • A description of the issue.

  • Clear photographs of the product and packaging.

Where appropriate, we may offer:

  • A replacement product.

  • A repair.

  • A partial refund.

  • A full refund.

Contact Information

If you have any questions regarding cancellations or your withdrawal rights, please contact us:

Business Name: DJALOY
Legal Entity: YaDe Bridge UG (haftungsbeschränkt)
Business Structure: Unternehmergesellschaft (UG) (haftungsbeschränkt)
Commercial Register Number: HRB 190311
Registered Court: Amtsgericht Hamburg
Business Address:
Winterhuder Weg 81
22085 Hamburg
Germany

Email: info@djaloy.com

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At DJALOY, we are committed to handling cancellation and withdrawal requests fairly, efficiently, and in accordance with German and European consumer protection laws. We appreciate your trust and strive to make every shopping experience simple, secure, and transparent.

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