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Complaints & Returns

Notice of rights of cancellation for private customers in the European Union:

You have the right to cancel this agreement within 14 days without stating any reasons. The cancellation period amounts to 14 (fourteen) days from the date on which you or a third party determined by you, who is not the carrier, has taken the goods into their possession.

In order to execute your right of cancellation, you must inform us:
good-bye S.à r.l.
Authorised representative: Manager Melanie Buhre
11A rue Wiltheim
L-5465 Waldbredimus
+352 691 170757

by means of a clear declaration (e.g. a letter sent by post, fax or e-mail) on your decision to cancel this agreement. You may use the template cancellation form enclosed, which is not mandatory. You may also complete and submit the template cancellation form electronically or another clear declaration on our website ( If you use this option, we will immediately submit to you a confirmation of receipt of such a cancellation (e.g. by e-mail).

In order to comply with the cancellation period, it is sufficient to send a notice of execution of the cancellation right before expiry of the cancellation period.

Consequences of cancellation

If you cancel this agreement, we must repay to you all amounts which we received from you, including shipping costs (except for additional costs incurred because you selected a type of delivery other than the favorable standard delivery offered by us) without delay and no later than 14 (fourteen) days from the day on which we received the notice of your cancellation of this agreement. For this repayment, we use the same means of payment which you used for the original transaction; in no case will we charge you fees for this repayment.

We may withhold repayments until we received the goods back. You must send or hand over the goods to us without delay and, in any case, no later than fourteen days from the day on which you give us notice of cancellation of this agreement. The period is deemed to have been complied with if you submit the goods before the period of fourteen days has expired.

You bear the direct costs of return of goods. You must pay compensation to us in the case of deterioration of goods and any utilisation (e.g. benefits from use) which cannot be surrendered in whole or only partially or in a worse condition. You must pay for any deterioration of the goods only if such deterioration was caused a handling of them which is not necessary for checking the quality, features and functioning of the goods.

A right of cancellation, as stated above, does not apply to the following statutory exceptions pursuant to § 312 d (4) Civil Code:

* Shipping sealed goods which cannot be returned for health protection or hygiene reasons if the sealing was removed after delivery. The same applies to goods which cannot be returned due to the quality of which or which spoil quickly or the expiration date would be exceeded. * for the delivery of goods which are not pre-fabricated and the production of which requires an individual selection or determination by the user, or which are clearly adapted to the personal needs of the consumer, * for the delivery of goods if they have been inseparably mixed with other goods after delivery due to their nature, * for the delivery of audio or video recordings or computer software in a sealed packaging if the seal was removed after delivery.

End of cancellation policy