Refund policy

Policy Overview

Return Period: 30 days from delivery date
Refund Processing Time: 10 business days from receipt
Return Shipping Costs: Covered by the customer
Restocking fee: There is no restocking fee.

Return period

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it: unworn or unused, with tags attached and in the original packaging. You’ll also need the receipt or proof of purchase.

Return process

To start a return, please contact us at info@andreferran.com. If your return is accepted, we’ll send you detailed instructions on how and where to send your package.
Items sent back to us without first requesting a return will not be accepted.

Unless otherwise required by applicable law, return shipping costs are covered by the customer. This does not apply where the goods are defective, damaged or incorrect (see “Damages and issues” below).

You can always contact us for any questions about returns at info@andreferran.com.

Damages and issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

If the item is confirmed to be defective, damaged or incorrect, we will of course either replace the item or refund you in accordance with applicable law, and we will cover any reasonable return shipping costs in such cases.

Exceptions / non-returnable items

Certain types of items cannot be returned, such as:

Custom products (e.g. special orders or personalized items)

Certain personal care items (e.g. opened beauty or hygiene products)

Hazardous materials, flammable liquids or gases

Please contact us if you have questions or concerns about a specific item before you purchase or return it.

Gift cards are non-returnable and non-refundable, except where required by applicable law.

Note for customers in the European Union & Germany:
Your statutory right of withdrawal (see section “European Union 14 day cooling off period” below) applies to eligible consumer contracts even if products are on sale or discounted. Contractually excluded items (e.g. personalized goods, sealed hygiene products once unsealed) follow the legal exceptions under EU law.

Exchanges

The fastest way to ensure you get what you want is to return the item you have and, once the return is accepted, place a separate order for the new item.

European Union 14-day cooling off period (Widerrufsrecht)

If your order is shipped into the European Union, you have the legal right, as a consumer, to cancel or return your order within 14 days after you (or a person designated by you) physically receive the goods, for any reason and without justification.

As above, your item must be in the same condition that you received it: unworn or unused, with tags, and in the original packaging. You’ll also need the receipt or proof of purchase.

To exercise this right, you simply need to clearly inform us of your decision to cancel (e.g. by email to info@andreferran.com) You then generally have another 14 days to send the items back.

Unless otherwise stated or required by law, you are responsible for the direct cost of returning the goods in the context of the statutory right of withdrawal. We may withhold the refund until we have received the goods back or you have supplied evidence of having sent them back, whichever is earlier, in line with EU consumer protection rules.

Order Cancellation

If you wish to cancel your order after payment, please contact us as soon as possible at info@andreferran.com.

We will do our best to assist you.
However, because orders are transmitted automatically to our warehouse for immediate processing, we cannot guarantee cancellation.

If the order has already been processed or shipped, cancellation will no longer be possible.
In this case, you may wait for delivery and then initiate a return following our Refund Policy.

Refunds

We will notify you once we’ve received and inspected your return and let you know whether the refund has been approved or not.

If approved, you’ll be automatically refunded to your original payment method. Please note:

We aim to process refunds within 10 business days after approval.

Your bank or credit card company may require additional time to process and post the refund.

If more than 15 business days have passed since we approved your return and you have not received your refund, please contact us at info@andreferran.com.

Contact details

Company Name: Kniss & Zirnzak GbR
Brand Name: André Ferran

Address: Eschenstraße 20, Langenselbold, 63505, Germany

Email: info@andreferran.com

Phone number: +18132968805

Customer service hours:

MON–FRI 9:00 a.m.–5:00 p.m.

SAT–SUN 10:00 a.m.–5:00 p.m.

We aim to respond within 48 hours.