- Statutory Right of Withdrawal (14-Day Cancellation)
In full compliance with European Union consumer protection directives and statutory laws:
14-Day Return Window: European customers have the legal right to withdraw from their purchase contract without specifying any reason within 14 working days from the date on which physical possession of the goods is acquired by the customer or a designated third party.
Notification: To exercise your right of withdrawal, you must notify us in writing before the 14-day period expires by sending an email to support@quenchandcarry.com with your order reference number and purchase details.
- Standard Return Process & Address
For non-damaged standard returns under the statutory withdrawal right:
Return Authorization: Customers must contact our support team prior to dispatching any return items to receive formal instructions and confirmation.
Condition of Items: Returned items must be dispatched back in their original condition and packaging.
European Return Location:Innerlohener Str. 4, 83355, Grabenstätt
- Damaged, Defective, or Incorrect Items
We inspect our drinkware products prior to dispatch. If your order arrives in a damaged or defective condition:
Notification & Evidence: Please contact customer support at support@quenchandcarry.com within a reasonable timeframe after receipt, attaching clear photographic evidence illustrating the damage or defect alongside your order details.
No Return Required for Damaged Goods: Once our customer support team verifies the photographic proof, you are not required to ship the damaged item back to us.
Remedy Options: Upon verification of the submitted proof, we will immediately process your choice of either a full refund or a replacement dispatch at no additional expense.
- Shipping Delays & Carrier Investigations
All orders destination-bound across Europe are processed in cooperation with established European carriers, including DHL, FedEx, and UPS Priority, with standard transit times estimated between 7 to 10 working days. Automated tracking updates are dispatched to your registered email address at key operational checkpoints (order dispatch, arrival at sorting facilities, and out for local delivery).
Delayed Orders: If your order exceeds the standard transit timeframe, please email support@quenchandcarry.com.
Investigation & Resolution: We will initiate a formal trace and investigation with the respective carrier. Upon conclusion of the carrier’s investigation findings, we will arrange either a full refund or a replacement consignment depending on the verified situation.
- Refund Processing & Payment Methods
Refund Settlement Method: All approved refunds will be credited back directly to the original payment instrument utilised during the initial transaction.
Supported Payment Options: Reversals apply to transactions completed via Visa, Mastercard, American Express, Apple Pay, Google Pay, and supported digital wallets.
Processing Timeframes: Once issued, refund credits typically reflect in your payment account within 3 to 7 working days, depending on the issuing financial institution’s processing schedules.
- Customer Care & Contact Information
For any refund enquiries, return status checks, or statutory withdrawal notifications, please contact our support team:
Official Email: support@quenchandcarry.com
Phone: +498611669866
Company: Bio-Caps GmbH
Address: Innerlohener Str. 4, 83355, Grabenstätt