Refund policy

Right of Withdrawal / Cancellation Policy

1. Right of Withdrawal for Consumers within the EU

Consumers with a delivery address within the European Union have the right to withdraw from this contract within 14 days without giving any reason.

The withdrawal period is 14 days from the day on which you or a third party named by you, who is not the carrier, took possession of the last goods.

To exercise your right of withdrawal, you must inform us:

Alan Commerce e.K.
Waller Heerstraße 236, 28219 Bremen, Germany
📧 alancommerce@outlook.com

by means of a clear declaration (e.g. by email or letter) of your decision to withdraw from this contract. You may use the model withdrawal form below, but it is not mandatory.

2. Withdrawal for Non-EU Orders

For customers with delivery addresses outside the EU, either the applicable local consumer protection laws apply or our voluntary return policy. Please contact us by email before returning items from outside the EU.

3. Consequences of Withdrawal (EU Customers)

If you withdraw from this contract, we will reimburse you for all payments received from you, including the delivery costs (except for any additional costs resulting from your choice of a delivery method other than our standard delivery), within 14 days from the day we received your withdrawal notice.

The refund will be made using the same means of payment as you used for the original transaction, unless expressly agreed otherwise. You will not incur any fees for this refund.

We may withhold the refund until we have received the goods back or you have provided proof that you have returned the goods, whichever occurs earlier.

4. Return of Goods & Return Costs

You must send back or hand over the goods immediately and in any event no later than 14 days from the day you notify us of the withdrawal.

Return Address:
Alan Commerce e.K.
Waller Heerstraße 236
28219 Bremen
Germany

🚚 Return shipping costs are borne by you.
📧 Please inform us of the tracking number by email at alancommerce@outlook.com.

You are only liable for any diminished value of the goods if this results from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

5. Exclusion or Early Expiry of the Right of Withdrawal

The right of withdrawal does not apply to:

  • Goods that are made to the consumer's specifications or are clearly tailored to personal needs

  • Sealed goods which are not suitable for return for reasons of health protection or hygiene and were unsealed after delivery

  • Digital content (e.g. downloads) if the download has started with your prior express consent

  • Vouchers, once fully redeemed

  • Orders shipped to addresses outside the EU (unless otherwise agreed)

6. Returns from Non-EU Countries & Customs

For returns from non-EU countries:

  • Return shipping costs must be covered by the customer

  • Declare the parcel correctly (e.g. as "Return") to avoid customs charges

  • Notify us by email before shipping back the goods to prevent delays

7. Model Withdrawal Form

To:
Alan Commerce e.K.
Waller Heerstraße 236
28219 Bremen, Germany
📧 alancommerce@outlook.com

I hereby withdraw from the contract concluded by me for the purchase of the following goods:

Ordered on: _______________
Received on: _______________
Order number (optional): _______________

Name of consumer: _______________
Address of consumer: _______________

Date: _______________
Signature (only if this form is submitted on paper): _______________