Refund policy

Last updated: June 2026

1. Scope

This Return and Refund Policy applies to contracts concluded directly with SaleStudia. It covers, in particular, physical goods, agency and consulting services, individually created work results, digital content, and other digital products.

For offers provided by external marketplace partners, the seller or service provider expressly identified on the relevant product or service page, during checkout, or in the order confirmation is the responsible contracting party.

This Policy supplements our General Terms and Conditions and our separate Withdrawal Policy. It does not replace the legally required information concerning the right of withdrawal.

2. Statutory right of withdrawal for consumers

Consumers may have a statutory 14-day right of withdrawal in relation to distance contracts. Details concerning the beginning of the withdrawal period, the exercise of the right of withdrawal, its consequences, and the model withdrawal form are provided in our separate Withdrawal Policy.

To exercise the right of withdrawal, the consumer must submit a clear statement indicating that they wish to withdraw from the contract. No reason for the withdrawal is required.

The statutory right of withdrawal remains unaffected by the following provisions.

3. No general voluntary 30-day return policy

SaleStudia does not offer a general additional 30-day return policy unless expressly stated otherwise on the relevant product page, in an individual offer, or in a separate agreement.

Statutory withdrawal, warranty, and defect-related rights remain unaffected.

4. Contact for withdrawals, returns, and refunds

Please send declarations and enquiries concerning withdrawals, returns, complaints, or refunds to:

SaleStudia
Proprietor: Alona Yanchenko
Talstraße 4
65510 Idstein
Germany

Email: info.salestudia@gmail.com

Where possible, please include your name, order number, order date, and the product or service concerned.

The validity of a statutory withdrawal does not depend on prior approval of the return by SaleStudia.

5. Returning physical goods

Following a valid withdrawal, received goods must be returned no later than 14 days after the withdrawal declaration was submitted. Dispatching the goods before the expiry of this period is sufficient to meet the deadline.

Returns must be sent to:

SaleStudia
Talstraße 4
65510 Idstein
Germany

Please do not return goods with unpaid postage or by cash on delivery. Where possible, contact us before returning the goods so that we can inform you of the appropriate return method.

Goods that were not sold directly by SaleStudia may only be returned to the return address provided by the relevant contracting party.

6. Condition of returned goods

Consumers may inspect the goods to the same extent as would normally be possible in a physical retail store.

Goods should be returned complete, securely packaged, and, where possible, together with any accessories, instructions, and packaging components supplied with them.

Use of the original packaging is not a mandatory condition for exercising the statutory right of withdrawal. However, the customer must protect the goods adequately during return transport.

The consumer may be charged for a reduction in value only where that reduction results from handling the goods beyond what was necessary to establish their nature, characteristics, and functionality, and where the statutory requirements are met.

7. Return shipping costs

In the event of a statutory withdrawal, the consumer bears the direct cost of returning the goods, provided that the consumer was properly informed of this before the contract was concluded and SaleStudia has not expressly agreed to bear these costs.

In the event of a justified complaint concerning defective, damaged, or incorrectly delivered goods, the responsible seller bears the legally required costs of remedial performance or return shipping.

Please do not return goods that are subject to a complaint without prior coordination. After reviewing the complaint, we will inform you of the next steps.

8. Refunds following withdrawal

In the event of a valid withdrawal, we will refund all payments received no later than 14 days from the date on which we received the withdrawal declaration.

In the case of a contract for the purchase of goods, we may withhold the refund until we have received the returned goods or until the consumer has provided evidence that the goods have been dispatched, whichever occurs first.

Refunds will generally be made using the same payment method used for the original transaction, unless another method has been expressly agreed.

SaleStudia will not charge the consumer any additional fees for processing the refund.

In the event of a statutory withdrawal, we will also refund the cost of the least expensive standard delivery method offered by us. Additional costs resulting from the customer choosing a more expensive delivery method will not be refunded.

Depending on the payment provider and financial institution, it may take several additional business days for the refund to appear in the customer’s account.

9. Damaged, defective, incomplete, or incorrectly delivered goods

Please inspect your delivery as soon as reasonably possible after receipt. If an item is damaged, defective, incomplete, or incorrectly delivered, please contact us at: info.salestudia@gmail.com.

Where possible, please provide:

• the order number;
• a description of the problem;
• photographs or videos showing the defect or damage;
• photographs of the shipping packaging in the event of transport damage;
• your contact details.

We will review the complaint and inform you about the legally available remedy, such as repair, replacement delivery, or another appropriate solution.

Statutory warranty and defect-related rights are not limited by this Policy.

10. Goods excluded from the right of withdrawal

Where provided by law, the right of withdrawal does not apply, in particular, to contracts concerning:

• goods that are not prefabricated and for which an individual selection or specification by the consumer is decisive for their production;
• goods that have been clearly customised to personal requirements, including personalised printed materials, promotional products, lettering, or individually produced designs;
• goods that are liable to deteriorate rapidly or whose expiry date would quickly be exceeded;
• sealed goods that are unsuitable for return for health-protection or hygiene reasons, where the seal has been removed after delivery;
• sealed audio or video recordings or computer software, where the seal has been removed after delivery.

Whether a statutory exclusion actually applies depends on the relevant contract and the applicable legal requirements.

11. Agency, consulting, and project services

Agency, consulting, marketing, design, development, photography, video, SEO, and other project services cannot be returned in the same manner as ordinary goods because they are individually performed.

Consumers may withdraw from a service contract concluded at a distance within the statutory withdrawal period, provided that no statutory exclusion applies and the right of withdrawal has not expired.

Where a consumer has expressly requested that SaleStudia begin performance before the withdrawal period expires, the consumer may be required to make a proportionate payment for services already performed up to the time of withdrawal, provided that the statutory requirements are met.

In the case of a service that has been fully performed, the right of withdrawal may expire under the statutory conditions where the consumer expressly agreed to early performance and acknowledged the possible loss of the right of withdrawal.

After the statutory withdrawal period has expired, termination, cancellation, and billing are governed by the individual offer, the project agreement, the General Terms and Conditions, and applicable law.

12. Cancellation of individual orders

Cancellation of an individual project is not automatically equivalent to exercising a statutory right of withdrawal.

In the event of a valid termination or mutually agreed cancellation, the following amounts may, in particular, be charged or deducted from payments already made:

• services already performed;
• completed or usable partial services;
• working time already reserved and not reasonably usable for other projects;
• third-party services that can no longer be cancelled;
• licensing, production, hosting, or platform costs;
• advertising budgets already spent;
• other demonstrably incurred project costs.

Saved expenses and services that can reasonably be used elsewhere will be taken into account where required by law.

Mandatory consumer rights remain unaffected.

13. Consulting, production, and meeting appointments

The cancellation or rescheduling of agreed consulting, production, photography, video, or meeting appointments is governed by the cancellation conditions stated in the relevant offer or project agreement.

Where no individual cancellation conditions have been agreed, the statutory provisions apply.

SaleStudia will charge only costs that have actually been incurred and may legally be recovered. Saved expenses will be deducted.

The customer remains entitled to prove that no loss or a substantially lower loss was incurred.

14. Digital content and digital products

Digital content and products may include downloads, templates, checklists, e-books, design files, analyses, digital strategies, online courses, video recordings, and other electronically supplied content.

For digital content not supplied on a tangible medium, the statutory right of withdrawal may expire before the end of the withdrawal period where:

• the consumer has expressly agreed that supply may begin before the withdrawal period expires;
• the consumer has confirmed that this consent results in the loss of the right of withdrawal;
• and the remaining statutory requirements have been fulfilled.

Where required consent or confirmation has not been obtained, the statutory consumer rights remain in place.

Refunds are not excluded on a blanket basis for digital products that are defective or not supplied in conformity with the contract. Statutory rights concerning failure to supply, technical defects, or other lack of conformity remain unaffected.

Technical problems should be reported as soon as reasonably possible, including details of the device, operating system, browser, and a description of the problem.

15. Individually created digital work results

Logos, designs, texts, websites, strategies, advertising materials, campaigns, files, and other work results created individually for a customer are not ordinary standardised downloadable products.

Withdrawal, termination, payment for services already performed, and rights of use are governed by applicable law, the individual offer, the project agreement, and the General Terms and Conditions.

After any applicable withdrawal right has expired, a refund is generally not owed solely because the customer no longer likes or needs a work result that was created in accordance with the contract and previously coordinated with the customer.

Statutory rights concerning work results that are genuinely defective or do not conform to the contract remain unaffected.

16. Exchanges

Direct exchanges of physical goods are generally not offered unless otherwise stated on the relevant product page.

Where a statutory right of withdrawal applies, the goods may be returned in accordance with that right and the desired product may be ordered separately.

In the case of incorrect delivery or a defect, the statutory rights to remedial performance apply.

17. Undeliverable or uncollected shipments

Where a shipment cannot be delivered because the customer provided an incorrect address, refused acceptance, or failed to collect it within the required period, the additional shipping and return costs actually incurred may be charged to the customer, provided that the customer is responsible for the cause.

The customer remains entitled to prove that no costs or substantially lower costs were incurred.

18. Chargebacks and payment disputes

Please contact us before initiating a chargeback or payment dispute so that we can review the matter and, where possible, resolve it directly.

An unjustified chargeback does not release the customer from existing payment obligations.

The customer’s statutory rights against the payment provider and SaleStudia remain unaffected.

19. Contracts with business customers

Business customers are generally not entitled to a statutory consumer right of withdrawal.

Returns, cancellations, or refunds in contracts with business customers are available only where individually agreed, provided for in the relevant offer or contract, or required by law.

Statutory defect and warranty rights and agreed termination rights remain unaffected.

20. Marketplace offers from external partners

Where a contract is concluded with an external marketplace partner, that partner’s validly incorporated return, withdrawal, and refund terms apply together with mandatory statutory consumer rights.

The responsible contracting party is identified on the product or service page, during checkout, or in the order confirmation.

SaleStudia will provide reasonable assistance in identifying the responsible contracting party and forwarding the customer’s enquiry.

21. Processing refunds

After reviewing the refund claim, we will inform the customer whether the refund has been approved or rejected.

Valid refunds will generally be processed through the original payment method, unless another arrangement has been agreed.

Vouchers, discounts, and other benefits will be taken into account in accordance with the conditions of the relevant promotion.

A refund includes only those amounts for which a statutory or contractual repayment claim exists.

22. Contact

For questions concerning returns, withdrawals, complaints, or refunds, please contact:

SaleStudia
Proprietor: Alona Yanchenko
Talstraße 4
65510 Idstein
Germany

Email: info.salestudia@gmail.com

23. Changes to this Policy

We reserve the right to amend this Return and Refund Policy where legal requirements, our services, technical processes, or the service providers we use change.

The version applicable at the time the contract was concluded generally applies to the relevant order or contract, unless mandatory statutory provisions require otherwise.

24. Prevailing German version

This translation is provided for ease of understanding. In the event of discrepancies, differences in wording, or questions of interpretation, the German version of this Return and Refund Policy shall prevail.