Returns & Right of Withdrawal

Every CraftaLux piece is made by hand — and every order placed in this shop is still covered by the statutory right of withdrawal for consumers. This page explains how long you have, how a return works, who pays for what, and when you get your money back.

At a glance

  • Period: 14 days from the day you receive the goods.
  • Condition: complete and unused; you may examine the item as you would in a shop.
  • How: send it back by post or courier to the address we give you once you have told us.
  • Return postage: paid by the customer.
  • Refund: within 14 days, to the same means of payment you used for the order.
  • Excluded: made-to-order and personalised pieces (§ 18 para 1 no 3 FAGG).

Right of withdrawal

You have the right to withdraw from this contract within fourteen days without giving any reason. The period runs for fourteen days from the day on which you, or a third party named by you who is not the carrier, take physical possession of the goods.

If your order contains several items delivered separately, the period starts on the day you receive the last of them.

How to withdraw

Tell us your decision in an unambiguous statement — the simplest way is an e-mail to shop@craftalux.at. Please quote your order number: it speeds things up, but it is not a condition. You may use the model withdrawal form at the bottom of this page, though you do not have to.

To meet the deadline it is enough that you send your statement before the fourteen days expire. We send you the return address together with our confirmation — please do not ship the goods back unannounced, otherwise we cannot match the parcel to your order.

Sending the goods back

Send the goods back without undue delay and in any event within fourteen days from the day you notify us. The deadline is met if you dispatch the goods before those fourteen days are over.

You bear the direct cost of returning the goods. Please pack the pieces securely: candles and yarn or thread work are fragile, and damage on the way back is your responsibility. We cannot accept parcels sent carriage forward.

Refund

We refund all payments received from you, including the cost of delivery — except for any additional cost arising because you chose a type of delivery other than the least expensive standard delivery we offer. If you return only part of an order, the delivery cost is not refunded, because delivery was incurred for the remaining items anyway.

We refund within fourteen days from the day your statement reaches us, using the same means of payment as in the original transaction; you will not be charged any fee for this. We may withhold the refund until we have received the goods back or you have supplied proof of dispatch, whichever is the earlier.

Diminished value

You may handle the goods as you would be able to in a shop. You are liable for any diminished value resulting from handling beyond that, and we deduct it from the refund.

With our range this concerns above all candles that have been lit or partly melted, removed labels and bands, textiles that have been worn or washed, and pieces returned without protective packaging.

When there is no right of withdrawal

There is no right of withdrawal for goods made to your specifications or clearly personalised (§ 18 para 1 no 3 FAGG): candles with engraving, a name or a date, custom colour, scent or size made to your instructions, and commissioned work. We point this exception out on the product itself before you order.

Being handmade is not in itself an exclusion: everything in the regular range can be returned, one-of-a-kind pieces included.

Damaged or faulty goods

The statutory warranty — two years from delivery in Austria — and any claims for damages are unaffected by the rules above. If an item arrives damaged or turns out to be faulty, write to shop@craftalux.at with photos. In such cases we pay the return postage.

Differences in shade, grain and surface are not defects in handmade one-off pieces but a feature of the craft; they do, of course, still entitle you to withdraw within the fourteen days.

Exchanges

We do not offer exchanges, and the law does not require them: each piece is unique and does not exist a second time in that exact form. Simply withdraw from the contract and order the piece you would prefer.

Model withdrawal form

If you wish to withdraw from the contract, you may fill in this form and send it back to us. It is not mandatory — an informal statement is enough.

  • To CraftaLux, shop@craftalux.at:
  • I/we hereby give notice that I/we withdraw from my/our contract of sale of the following goods: …
  • Ordered on / received on: …
  • Order number: …
  • Name of consumer: …
  • Address of consumer: …
  • Date: …

Last updated: 5 September 2026.