Refund policy

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

The withdrawal period is fourteen days from the day on which you, or a third party designated by you who is not the carrier, took possession of the last item.

To exercise your right of withdrawal, you must inform us (GIS House and Garden Internet Shop GmbH, Rathausstraße 4, 20095 Hamburg, telephone: +49 40 655 89907, email: support@hello-oskar.com) of your decision to withdraw from this contract by means of an unambiguous statement (e.g. a letter sent by post or an email). You may use the attached model withdrawal form for this purpose, but this is not mandatory.

To meet the withdrawal deadline, it is sufficient for you to send your notification that you are exercising your right of withdrawal before the withdrawal period expires.

Please use the following address for returns:

Hamburg Internet Shops Group GmbH
Hello-Oskar
Borsigstr. 28
21465 Reinbek

Effects of withdrawal

If you withdraw from this contract, we must reimburse all payments received from you, including delivery costs (except for any additional costs resulting from your choice of a delivery method other than the least expensive standard delivery offered by us), without undue delay and no later than fourteen days from the day on which we receive notification of your withdrawal from this contract. We will use the same means of payment for this reimbursement as you used for the original transaction, unless expressly agreed otherwise with you; under no circumstances will you be charged any fees for this 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. You must return or hand over the goods to us without undue delay and, in any event, no later than fourteen days from the day on which you notify us of your withdrawal from this contract. The deadline is met if you send the goods before the fourteen-day period expires. You bear the direct costs of returning the goods. The amount of these costs depends on the shipping method and product category (see the overview below).

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

Exceptions to the right of withdrawal

The right of withdrawal does not apply to contracts for the supply of goods made to the customer's specifications or clearly tailored to the customer's personal needs (§ 312g Abs. 2 Nr. 1 BGB). Selecting chimney components using the online configurator does not constitute manufacture to the customer's specifications, provided that the individual components are not modified or processed for use by the customer.

Overview of return costs

You bear the direct costs of returning the goods. For goods that can be sent by parcel, the flat-rate return costs are:

Accessories, small parts: 5.99 EUR within Germany
Bulky goods (e.g. chimney pipes): 55.00 EUR within Germany

For goods which, due to their nature, cannot be returned by normal post and must therefore be returned by freight carrier (e.g. chimney kits, stoves), the return costs are estimated at no more than approximately the following amounts:

Freight shipping (e.g. chimney kits, stoves):