Return Refund Policy

  • This Return & Refund Policy (Rückgabe- und Rückerstattungsrichtlinie) applies to all purchases from Andreas Winter (“we,” “us,” “our”) via https://utaytn.com/, and complies with the EU Consumer Rights Directive (2011/83/EU) and the Austrian Konsumentenschutzgesetz (KSG). By placing an order, you agree to the terms below, tailored to protect our handcrafted woven, fabric and glass homeware pieces during return transit.
     

    1. Return Eligibility (Austria/EU & International)

     
    Under EU/Austrian consumer law, you have the right to return most items for a full refund if they are not as described, faulty or damaged (nicht wie beschrieben, fehlerhaft oder beschädigt). For change of mind returns (freiwillige Rückgabe wegen Änderung des Entscheids), items must meet all of the following criteria:
     
    • Return request is submitted within 14 calendar days of delivery (Austria/EU orders); 21 calendar days of delivery (international orders) – in compliance with EU withdrawal rights.
    • Items are unused, unopened and in their original condition: no damage, wear, or alterations; all original packaging and tags intact (critical for woven/glass/fabric pieces).
    • Items are returned in their original packaging (to prevent damage to handwoven, glass or delicate decor).
    • A valid order number and proof of delivery (e.g., courier tracking number) are provided.
     
    Important Note: Handcrafted pieces may have minor natural variations in weave, fabric or glasswork – these are not defects and do not qualify for a return (kleine natürliche Abweichungen bei handgefertigten Produkten sind kein Mangel).
     

    2. Non-Returnable Items

     
    The following items are not eligible for change of mind returns (compliant with EU/Austrian consumer law exceptions) and are only returnable if faulty/damaged:
     
    • Personalized or custom-made decor pieces (if applicable).
    • Sale/clearance items marked as “Final Sale” / “Endverkauf” on the Site (indicated by bold pricing/label).
    • Woven/glass pieces that have been unpacked, used or cleaned (geöffnete, genutzte oder gereinigte gewebte/glasige Produkte).
    • Beeswax/soy candles – non-returnable unless faulty/damaged in transit (aus hygienischen Gründen).
     

    3. Return Process (MANDATORY – No Unauthorized Returns)

     
    All returns require prior written authorization (vorherige schriftliche Genehmigung) from our customer service team – unauthorized returns will be rejected and returned to sender at the customer’s cost. To initiate a return:
     
    1. Email us at service@utaytn.com with the subject line: Return Request – [Your Order Number] / Rückgabe Anfrage – [Ihre Bestellnummer]. Include your full name, order details, reason for return and high-resolution photos of the item and original packaging (inside and out).
    2. We will review your request within 2 Austrian business days and provide a unique Return Authorization (RA) number / Rückgabegenehmigungsnummer, official return shipping address (Pernersdorf, Austria) and all required return documentation.
    3. Package the item securely in its original packaging (add extra protective padding for glass/woven/fabric pieces) and write the RA number clearly on the outside of the shipping package.
    4. Ship the return via a trackable, insured courier/carrier (verfolgbarer, versicherter Kurier) (e.g., Österreichische Post, DHL) – the customer is solely responsible for all return shipping costs, insurance fees and international customs duties/taxes (no free return shipping for change of mind returns).
     

    4. Refund Processing

     
    • Approved Returns: Refunds are processed to your original payment method within 5 Austrian business days after we receive, inspect and verify the returned item.
    • Refund Amount (Change of Mind): Refunds cover the full product purchase price. Original shipping costs, customs duties/taxes and return shipping costs are non-refundable.
    • Refund Amount (Faulty/Damaged): Refunds cover the full product purchase price + original shipping costs (we also reimburse return shipping costs for Austria/EU orders; international return shipping costs are reimbursed up to €20).
    • Refund Posting Time: Varies by payment provider – Austrian/EU credit/debit card refunds (3–5 business days), PayPal refunds (instant), international bank transfers (5–10 business days).
    • No Cash Refunds: All refunds are issued to the original payment method (compliant with Austrian KSG). For Austria/EU orders, refunds are in EUR (our official currency).
     

    5. Faulty/Damaged/Incorrect Items (Our Error)

     
    If you receive an item that is faulty, damaged in transit or incorrect (fehlerhaft, im Versand beschädigt oder falsch geliefert) (our direct error):
     
    1. Notify us within 3 Austrian business days of delivery via email at service@utaytn.com with photos of the item, original packaging and shipping label/courier documentation.
    2. We will arrange a full refund, free replacement (if available) or store credit (at your sole discretion) at no cost to you – we will provide a prepaid return shipping label (for Austria/EU orders) or reimburse all reasonable return shipping/insurance costs (for international orders).
    3. Refunds or replacements are processed within 2 Austrian business days of receiving your claim – we handle all courier/carrier claims for damaged items on your behalf.
     

    6. Exchanges

     
    We offer product exchanges only for faulty/incorrect items (nur bei fehlerhaften/falsch gelieferten Produkten) (our error). For all other exchange requests (e.g., design/size change), you must:
     
    1. Initiate a return for the original item (per Section 3) and receive an approved refund.
    2. Place a new order for the desired piece on the Site – we do not hold inventory for exchanges, and product availability is not guaranteed (especially for handcrafted limited-edition pieces).
     

    7. EU/Austrian Consumer Law – Your Statutory Rights

     
    This policy does not affect your statutory consumer rights (gesetzliche Verbraucherrechte) under the EU Consumer Rights Directive and Austrian KSG, which entitle you to a full refund, repair or replacement for items that are faulty, not as described or unfit for purpose. For faulty items, you have up to 2 years from delivery to make a claim under these statutory rights (per Austrian KSG).
     

    8. Contact Us

     
    For questions about returns, refunds, RA numbers or your EU/Austrian statutory consumer rights, contact us at:
     
    • Email: service@utaytn.com
    • Mailing Address: Andreas Winter, Pernersdorf 212, Haus, 2052 Pernersdorf, Austria (Österreich)