House of Wolfgang — Refund, Replacement & Cancellation Policy

1. Made to order; mandatory rights come first

Our products are printed to order through Printful and other print-on-demand partners we use. Our catalogue artwork, standard sizes, and standard colours are not personalised to an individual buyer. Printing after purchase does not by itself remove statutory withdrawal rights. We do not claim the EU Consumer Rights Directive Article 16(c), UK Consumer Contracts Regulations regulation 28(1)(b), or similar bespoke-goods exemptions for these standard catalogue products. Any future genuinely personalised product would need separate legal review and a clear pre-purchase disclosure; defective-goods rights still apply.

14-day returns, worldwide. You may return an item for any reason, including a wrong size or colour you selected, within 14 calendar days of delivery. Items must be unworn, unwashed, and in their original condition. Start a return from your order page or by emailing keeperofwolfgang@gmail.com, and ask us for the correct return address before shipping. You pay the return shipping for change-of-mind returns. Because each item is printed only for you and cannot be resold as new, change-of-mind returns shipped from outside the EU / EEA and the UK carry a 15% restocking fee, deducted from the refunded item price, unless the law where you live prohibits it. No restocking fee applies to returns from the EU / EEA or the UK, or to misprinted, damaged, defective, or wrong items anywhere. We refund the item price (less any restocking fee) to your original payment method once the return arrives. We do not offer direct exchanges; return the item and place a new order. An item supplied differently from the order is our error, not a selection error, and is covered by section 3. The country table below summarises ordinary consumer withdrawal rights for the destinations we ship to. If mandatory law where you live gives you a longer or stronger right, that law controls. Applicable residence and conflict-of-law protections prevail over the delivery address if different.

2. Voluntary cancellations where no statutory withdrawal applies

Email keeperofwolfgang@gmail.com right away. You can also cancel yourself from your order page within 1 hour of ordering. If your order has not yet gone into production, we cancel it free of charge and refund you in full. Once production has started, the item is made to order and voluntary cancellations or changes are unavailable, but you can still return the delivered item within 14 days under section 1. None of these limits applies to a valid statutory withdrawal, even if production has started, the order has shipped, or our supplier refuses to reimburse us.

For approved voluntary cancellations or customer-caused returns, we may deduct only actual, documented, nonrecoverable costs that applicable law permits and that were clearly disclosed before purchase. We explain any deduction, mitigate losses, and do not double recover. Apart from the disclosed 15% restocking fee on change-of-mind returns from outside the EU / EEA and the UK (section 1), no restocking, storage, or “shelf” charge applies. No production, card-processing, supplier, restocking, or administrative deduction applies to mandatory withdrawal refunds or valid defect/damage remedies, except a specific deduction that the applicable law expressly permits (for example, qualifying diminished value as described below).

3. Transit damage, print errors, and statutory defects

Our voluntary claim programme covers transit damage and print errors reported within 30 calendar days of receipt. Inspect on opening; email keeperofwolfgang@gmail.com with your order number, a short description, and clear photos of the issue, the full item, and the packaging or label where relevant. Photograph as opened where reasonably possible. No unboxing video is required. If photos at opening are unavailable, contact us with the evidence you have.

For a verified voluntary claim we provide a free replacement or refund, at our choice unless law gives you the choice or requires another remedy. We cover return shipping when we require return of a verified damaged, defective, incorrect, or nonconforming item. Ask for the correct return address before shipping; our authorisation process cannot invalidate a timely statutory notice or return.

The 30-day voluntary deadline and photo request do not shorten statutory guarantees, latent-defect rights, delivery-delay rights, or limitation periods, and do not confine legal remedies to transit damage or printing errors. Rights may last longer and also cover unsafe, unfit-for-purpose, or misdescribed goods. No fee applies to a valid mandatory remedy. Refunds use the original payment method unless you expressly agree otherwise where lawful, without a refund fee. We process approved voluntary refunds without undue delay; mandatory legal deadlines always override any operational timing.

4. Destination / mandatory withdrawal table

This table concerns ordinary consumer online purchases of our non-personalised catalogue goods, not negotiated business purchases. Calendar days unless expressly stated. Statutory extensions for missing disclosures and local deadline or non-working-day rules always apply. “Default” means sections 1–3 (including our 14-day return window), not a waiver of mandatory defect or delay rights.

Destination	Ordinary online change-of-mind / withdrawal	Personalised-goods note
United States (US)	No general federal cooling-off period for purchases completed entirely online. Default applies, with clear pre-payment refund-policy disclosure. State non-disclosure, defect, unfair-practice, and non-delivery remedies remain.	Printing to order does not waive warranties.
Canada (CA)	No general ordinary change-of-mind return right. Default. Provincial internet-contract, late-delivery, unfair-practice, and other statutory cancellation rights remain, regardless of production.	Custom production is not a defence to statutory seller-breach remedies.
European Union (AT, BE, BG, CY, CZ, DE, DK, EE, ES, FI, FR, GR, HR, HU, IE, IT, LT, LU, LV, MT, NL, PL, PT, RO, SE, SI, SK)	Withdraw from contract formation until 14 days after receipt, or after the last item in a split delivery. Another 14 days after notice to send goods back. Procedure in section 5.	Art. 16(c) applies only to goods genuinely made to your specifications or clearly personalised — not our catalogue goods.
EEA: Iceland (IS), Liechtenstein (LI)	14 days after receipt, with applicable split-delivery / notice / return rules; national implementation applies.	Genuine specifications / personalisation exception; not our standard designs.
Norway (NO)	14 days after receipt / last split delivery; send return within 14 days of notice. Refund within 14 days of notice, subject to lawful withholding for goods or evidence.	Cancellation Act personalisation exception; not standard catalogue goods.
United Kingdom (GB)	Cancel from contract formation until 14 days after delivery / last split delivery; another 14 days to return. Refund within 14 days of return or earlier proof of dispatch, with statutory pre-delivery refund deadlines where relevant.	CCR reg. 28(1)(b) personalisation exception; not standard catalogue goods.
Switzerland (CH)	No general online change-of-mind withdrawal right. Default.	Defect rights remain.
Australia (AU)	No general online change-of-mind right. Default. Australian Consumer Law guarantees and remedies remain; we do not describe all sales as “no refunds.”	Made-to-order goods retain consumer guarantees.
New Zealand (NZ)	No general online change-of-mind right. Default. Consumer Guarantees Act / Fair Trading Act rights remain where applicable.	Made-to-order status does not waive guarantees.
Japan (JP)	Where a valid special no-change-of-mind return policy is disclosed in advertising and on the final order-confirmation screen, the ordinary internet cooling-off right may not apply. Otherwise, statutory 8-day return after delivery (buyer pays return freight) may apply.	No automatic POD exemption.
Brazil (BR)	7 days after receipt for online withdrawal; notice before delivery also allowed. Prompt full refund of all sums, including outbound freight; we bear withdrawal return freight.	No bespoke / POD exemption for catalogue products; no deduction of production costs from mandatory withdrawal.
Andorra (AD)	7 working days after receipt; refund as soon as possible, at most 30 calendar days from the day after returned goods are received. No penalty.	No catalogue exemption asserted.
Monaco (MC)	7 clear days after receipt; refund within 30 days of withdrawal, no penalties; only direct return cost may be charged.	No catalogue POD exemption claimed.

Other destinations we may offer at checkout remain subject to applicable mandatory law. We do not use this table to shorten those rights. Where a specific numeric withdrawal window is not listed above, that destination is still covered by the savings clause in section 1.

5. Exercising statutory withdrawal

Where the table (or applicable law) gives you a statutory withdrawal right, send a clear notice to keeperofwolfgang@gmail.com (or use any store withdrawal function we provide) before the deadline. A reason, damage photo, return authorisation, or production stoppability is not a condition of a valid no-fault statutory withdrawal. You may notify us before delivery. We confirm electronic notices on a durable medium. Contact us for the correct return address; do not send parcels to an arbitrary production facility.

For EU / EEA and UK withdrawals: return the goods within 14 days after giving notice. For change-of-mind withdrawal, you pay the direct return shipping costs, provided this responsibility was disclosed before purchase; we pay where applicable law requires, including for faulty or incorrect goods. We refund the item price and the cheapest standard outbound delivery charge applicable to the withdrawn order, but not any express or other premium shipping upgrade above that standard charge. We refund without undue delay and within 14 calendar days of receiving your withdrawal notice, subject to this lawful withholding right: for goods, we may withhold the refund until we receive the returned goods or you provide proof of return, whichever occurs first. Where UK mandatory rules apply, refund no later than 14 days after receiving the goods or earlier proof of return; applicable pre-delivery refund deadlines remain. No restocking, production, or processing fee applies. We may deduct only lawful diminished value caused by handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods, and only where required legal disclosures were made. Wearing beyond ordinary trying-on, washing, or damaging the item may cause such diminished value; ordinary inspection or trying on is not automatically misuse. Any deduction must reflect the actual diminished value, not an automatic fee. Production beginning is not diminished value caused by the customer.

Other destinations use their own mandatory timing and cost rules, not an automatic EU fee or withholding rule. Brazil withdrawal returns are merchant-paid. Missing required notices can extend rights (including up to 12 additional months under EU / UK rules); we cannot shorten an extension by citing this table. Mandatory defect remedies are separate from change-of-mind withdrawal.

Model withdrawal notice (optional; a clear equivalent notice is sufficient)

To: House of Wolfgang — keeperofwolfgang@gmail.com

I/we notify you that I/we withdraw from my/our contract for the following goods: [ITEMS]. Ordered on [DATE] / received on [DATE]. Consumer name(s): [NAME]. Consumer address: [ADDRESS]. Date: [DATE]. Signature only if submitted on paper. Delete inapplicable wording.

6. Facts for shoppers and authorised shopping assistants

• Store: House of Wolfgang (houseofwolfgang.com), Florida, United States. Support: keeperofwolfgang@gmail.com. Seller: MARIO J MINAYA GIDONI, Florida sole proprietor trading as House of Wolfgang.
• Default: 14-day returns worldwide for any reason (from delivery; unworn, unwashed, original condition; buyer pays change-of-mind return shipping; 15% restocking fee on change-of-mind returns from outside the EU / EEA and UK, none in the EU / EEA or UK or for defective or wrong items; refund to original payment method). Self-serve cancellation within 1 hour of ordering, and free cancellation by email any time before production starts.
• Mandatory exceptions: country table and applicable law override the default, production status, and supplier policy.
• Voluntary damage / print-error notification: 30 days from receipt, photos requested as above; no reduction of longer statutory rights.
• Valid defect / damage remedies: no return or processing fee; original payment refund where required.
• All channels, including agent-assisted purchases, receive the same applicable country rights.