Refund, Withdrawal and Complaint Information
Conditions of FROOSTY® – Christian Kernchen
1. General Information
These terms apply to orders placed through our online shop www.froosty.com.
Mandatory consumer rights, including statutory withdrawal rights, statutory warranty rights and other mandatory statutory claims, remain fully unaffected.
These terms distinguish between the statutory right of withdrawal, complaints concerning damaged or incorrect products, transport damage and other returns outside mandatory statutory claims.
2. Statutory Right of Withdrawal for Consumers
Consumers generally have a statutory right of withdrawal in distance contracts, unless this right is excluded by law or has expired under the applicable statutory provisions.
The withdrawal period is 14 days. For goods, the withdrawal period generally begins on the day on which you or a third party named by you, who is not the carrier, have taken possession of the goods. In the case of partial deliveries, receipt of the last item may be relevant.
To meet the withdrawal deadline, it is sufficient that you send your withdrawal declaration before the withdrawal period has expired.
Where a statutory right of withdrawal exists, you may declare your withdrawal by using our electronic withdrawal function:
Open electronic withdrawal function
Alternatively, you may also declare your withdrawal by email to:
The electronic withdrawal function is intended solely for submitting a withdrawal declaration. After submitting your withdrawal declaration, you will receive a confirmation of receipt by email. This confirmation only confirms receipt of your declaration and does not constitute a final review of the validity, timeliness or scope of the withdrawal.
3. Exclusion or Expiry of the Right of Withdrawal
The right of withdrawal does not apply to contracts for the delivery of goods that are not prefabricated and for whose production an individual choice or decision by the consumer is decisive, or which are clearly tailored to the personal needs of the consumer.
This may apply in particular to individually produced, personalised, customer-specific, specially configured or expressly custom-made artworks, prints, editions or other products.
A mere limitation of an edition, signature or numbering does not by itself exclude mandatory consumer rights. An exclusion of the right of withdrawal applies only where the statutory requirements for such exclusion are fulfilled.
For digital content not supplied on a tangible medium, the right of withdrawal may expire only under the statutory conditions, in particular where the customer has expressly consented to performance beginning before expiry of the withdrawal period and has acknowledged the resulting loss of the right of withdrawal, where such requirements apply.
Mandatory statutory rights, including statutory warranty rights in the event of defects, remain unaffected.
4. Return Handling in Case of a Valid Withdrawal
If a statutory right of withdrawal exists and is validly exercised, we will inform you about the further handling and return of the affected goods.
In the event of a valid withdrawal, the received performances must be returned in accordance with the applicable statutory provisions.
Please do not return goods freight collect or without prior coordination, so that the return can be properly assigned and processed. Your statutory right of withdrawal remains unaffected.
You bear the direct costs of returning the goods where legally permissible and unless we expressly inform you otherwise.
We may refuse repayment until we have received the goods back or until you have provided proof that you have returned the goods, whichever is the earlier, where legally permissible.
You are only liable for any loss in value of the goods if this loss in value is due to handling of the goods that was not necessary for checking their condition, properties and functioning.
5. Damaged or Incorrect Products
Please inspect your item after receiving your order to check whether it is damaged or whether an incorrect item has been delivered, so that we can assess and handle the matter without delay.
If a product is damaged or incorrect, please contact us as soon as possible at:
If possible, please include meaningful photographs, the order number and a brief description of the issue.
Damaged or incorrect artworks, prints and products may be replaced, remedied, refunded or otherwise handled after review, provided that the relevant legal and factual requirements are met.
Please understand that a final assessment is not always possible remotely. It may therefore be necessary for the affected product to be returned to us for inspection.
Mandatory statutory warranty rights remain unaffected.
6. Transport Damage
If you notice transport damage, please document it as soon as possible after receiving the shipment and keep the packaging, shipping material and product until the matter has been clarified.
Please inform us as soon as possible at:
This helps us to clarify the matter with the shipping service provider and to process your request efficiently.
Your statutory rights remain unaffected.
7. Returns Outside a Statutory Withdrawal or Valid Complaint
Returns outside a statutory right of withdrawal or a valid complaint require our prior written approval.
Items returned without prior coordination may not be capable of being properly assigned or processed.
This does not affect any mandatory statutory rights of the customer.
8. Privacy
Data submitted in connection with a withdrawal, complaint, return, transport damage or other inquiry will be processed for handling the respective matter.
Further information on the processing of personal data is available in our Privacy Policy:
9. Contact
For questions regarding withdrawal, returns, damage, transport damage or complaints, please contact us at:
For withdrawal declarations, please preferably use our electronic withdrawal function:
Open electronic withdrawal function
or send your withdrawal by email to: