Refund policy
At Wild Spirit, every item is produced on demand just for you — no warehouse stock, no mass production. This saves resources and fits our understanding of responsibility. That's why things work a little differently here than at the big chains — but fairly.
Cancellation directly online (cancellation function)
You can declare your cancellation easily and directly online — via our cancellation function: Withdraw contract
If you use this function, we will promptly send you a confirmation of receipt on a durable medium (e.g. by email) — including the content of your cancellation declaration as well as the date and time of receipt.
You can of course still notify us of your cancellation informally by email or letter, or use the model cancellation form (below) — the online function is simply the fastest way.
Returns, exchanges & complaints
You can handle everything relating to returns, exchanges or complaints most quickly via our contact form: Contact form
What you can take care of there:
- Exchange (different size/color/item)
- Complaint (damaged/misprint/wrong item)
- Questions about an ongoing return
Note: For cancellation within 14 days, please use the cancellation function above ("Cancel contract") — that way you automatically receive your confirmation of receipt.
14-day right of withdrawal
You can withdraw from the contract within 14 days without giving any reason. The period begins as soon as you (or a person named by you who is not the carrier) have received the goods.
Important:
- It's best to declare your cancellation via the cancellation function above.
- You bear the return shipping costs yourself.
- Our return address is in Austria; you will receive the exact address with your confirmation of receipt.
- As a small, independent label, we cannot offer free return labels.
30-day exchange right
Missed the 14 days? Exchanges are possible with us up to 30 days after receipt. Please always register first via the contact form — unannounced returns outside of the cancellation period cannot be processed. Simply mention in the form that you want to exchange your order.
Complaint (defect, misprint, wrong item)
This happens rarely, but it can occur. Report your complaint directly via the contact form with the necessary photos. That way we can find a solution as quickly as possible.
Consequences of cancellation
If you withdraw from the contract, we will refund all payments you have made — including standard delivery costs, provided you withdraw from the entire order. If you return only part of the order, you will receive the purchase price of the returned items back; the original shipping costs will not be refunded in this case.
Excluded are additional costs incurred if you chose a delivery method other than the cheapest standard delivery offered by us.
The refund will be made no later than 14 days after the day on which your cancellation was received by us. We will use the same means of payment that you used for your order — unless we have expressly agreed otherwise with you. In no case will we charge you any fees for the refund.
Please note: We reserve the right to withhold the refund until we have received the goods or until you have provided proof of return — whichever is earlier.
Please return the goods no later than 14 days after cancellation to the address we have provided. The deadline is met if you send the goods before the 14-day period expires.
Note: After the cancellation period expires, a refund is no longer possible. However, an exchange remains available to you up to 30 days after receipt.
You are only liable for any loss of value if this is due to handling of the goods that was not necessary to check their quality, characteristics and functioning.
There is no right of withdrawal for:
- Goods that were custom-made or personalized for you, or that are not prefabricated and whose production was based on an individual selection or determination by you.
- Sealed products that are not suitable for return for reasons of health protection or hygiene, if the seal was removed after delivery.