Refund policy

1. Right of Withdrawal (Return Right)
Consumers have the right to withdraw from a contract within 14 days without giving any reason when purchasing online. This period begins on the day on which the consumer or a third party designated by the consumer (other than the carrier) takes possession of the goods.

2. Procedure for Withdrawal

Within the withdrawal period, the consumer may exercise the right of withdrawal by either

• clearly informing the trader in writing (e.g. by email or post) of their decision to withdraw from the contract, or
• conveniently submitting a return request via the self-service returns portal in their customer account by initiating a return for the relevant order

Exercising return / withdrawal in the customer account

The trader may provide a model withdrawal form to facilitate the process, but is not obliged to do so.

After exercising the right of withdrawal, the consumer has a further 14 days to return the goods. The return address must be requested in advance by email at office@sailing-tide.com.

The trader must refund the purchase price within 14 days of receiving both the withdrawal notice and the returned goods, including the original shipping costs.

3. Cost of Return Shipment
The customer bears the cost of returning the goods unless the trader has agreed to cover these costs or has not clearly regulated return shipping costs.

4. Exceptions to the Right of Withdrawal
In certain cases, there is no right of return, in particular if:

• perishable goods or goods with a short expiry date have been delivered
• custom-made or personalized goods (e.g. custom-made mattresses) have been ordered
• digital content not supplied on a physical medium has been provided after the consumer has explicitly consented and waived the right of withdrawal
• individual refit planning or related digital content (e.g. wiring diagrams) has been created and provided to the customer. If the customer nevertheless exercises the right of withdrawal, a flat processing fee of €150 for the planning service provided will be retained
• goods shipped via freight forwarding have been delivered

5. Condition of Returned Goods
The customer is only liable for any diminished value of the goods if this loss in value results from handling beyond what is necessary to check the nature, characteristics, and functioning of the goods. This means the customer may handle the goods as they would in a retail store. However, if the goods are damaged or used beyond normal inspection, the trader may claim compensation for the reduction in value.