Right of withdrawal

for the online shop www.tre-alpacas.de

Last updated: September 2026

This cancellation policy applies to consumers. A consumer is any natural person who enters into a legal transaction for purposes that are predominantly outside their trade, business or self-employed professional activity.

1. Right of Cancellation

You have the right to cancel this contract within fourteen days without giving any reason.

The cancellation period is fourteen days from the day on which you, or a third party designated by you who is not the carrier, take possession of the ordered goods.

If several goods are ordered and delivered separately, the cancellation period begins on the day on which you, or a third party designated by you, receive the last item.

To exercise your right of cancellation, you must inform us of your decision to cancel this contract by means of a clear statement.

You may cancel by email, by post or – where available in the online shop – via our electronic cancellation function.

Contact details for cancellations:

You may use the model cancellation form provided below, although this is not mandatory.

To meet the cancellation deadline, it is sufficient for you to send your notification of exercising your right of cancellation before the cancellation period has expired.

2. Effects of Cancellation

If you cancel this contract, we will reimburse all payments received from you, including the standard delivery costs.

Additional costs resulting from your choice of a type of delivery other than the least expensive standard delivery offered by us will not be reimbursed.

The reimbursement will be made without undue delay and no later than fourteen days from the day on which we receive your notification of cancellation.

We will use the same means of payment for the reimbursement that you used for the original transaction, unless expressly agreed otherwise. You will not incur any additional fees as a result of the reimbursement.

We may withhold reimbursement until we have received the goods back or until you have provided evidence that you have returned the goods, whichever occurs first.

3. Returning the Goods

You must return the goods without undue delay and no later than fourteen days from the day on which you informed us of your cancellation.

The deadline is met if you send the goods before the fourteen-day period has expired.

Return address:

  • Meidl Family | tre_alpacas
  • Steinerstraße 2, 81369 Munich
    Germany

You are responsible for the direct cost of returning the goods unless the goods are faulty, damaged or we have expressly agreed otherwise with you.

Please return the goods carefully packaged wherever possible so that they are adequately protected during transport.

You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

4. Exclusion of the Right of Cancellation

The right of cancellation does not apply to contracts for the supply of goods made to the customer’s specifications or clearly personalised to meet individual needs.

This particularly includes personalised products, individually made alpaca products or custom-made items produced specifically according to the customer’s requirements.

The right of cancellation may also be excluded for sealed goods that are not suitable for return for health protection or hygiene reasons if the seal has been removed after delivery.

Your statutory rights in the event of faulty or defective goods remain unaffected.

5. Complaints About Faulty or Damaged Goods

If a product is damaged, faulty or has been delivered incorrectly, please contact us as soon as possible by email at:

store@tre-alpacas.de

Where possible, please include your order number as well as photos of the defect or damaged packaging. This helps us review your request more quickly and find an appropriate solution.

For justified complaints, we will of course handle the matter and coordinate the next steps with you.

6. Shipping and Delivery Times

We ship our products using DHL, Deutsche Post or comparable shipping providers.

Orders are generally processed within 1 to 3 business days after payment has been received, unless a different delivery time is stated on the relevant product page.

Delivery times may vary depending on the destination country, shipping method, season, customs clearance and the workload of the shipping provider.

Estimated delivery times:

  • Germany: generally 3 to 10 business days
  • European Union: generally 5 to 14 business days
  • Switzerland, the United Kingdom and other European countries outside the EU: generally 7 to 21 business days
  • International deliveries outside Europe: generally 10 to 30 business days

For Warenpost, letter mail or international merchandise mail, tracking may be limited depending on the destination country and shipping method.

During periods of increased shipping volume, for example before Christmas, around public holidays or during exceptional weather or logistics events, delivery times may be longer.

7. Customs Duties, Import Charges and International Deliveries

For deliveries outside the European Union, additional customs duties, import charges, taxes or fees may apply. These are not charged by tre_alpacas and must be paid by the customer.

The amount of any import charges depends on the regulations of the respective destination country. If necessary, please check with the relevant customs authority in your country before placing your order.

8. Undeliverable Shipments and Incorrect Addresses

Please make sure that your delivery address is complete and correct.

If a shipment is returned to us because the address provided was incorrect, incomplete or undeliverable, we reserve the right to charge the cost of reshipping the order.

9. Model Cancellation Form

If you wish to cancel the contract, you may complete this form and send it to us by email or post. Use of this form is optional.

To:

Meidl Family | tre_alpacas
Steinerstraße 2, 81369 Munich
Germany
Email: store@tre-alpacas.de

I hereby cancel the contract concluded by me for the purchase of the following goods:

Ordered on:

Received on:

Name of consumer:

Address of consumer:

Order number, if available:

Reason for cancellation, optional:

Signature of consumer, only if submitted on paper:

Date: