Right of Withdrawal

Right of withdrawal

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 the contract is concluded. The For a guest order, the contract begins when we send the order confirmation email. If a person must review the letter, it begins only with the approval email. The Terms describe contract formation for orders placed in the iOS app.

To exercise your right of withdrawal, you must inform us

by means of a clear statement (for example, a letter sent by post or an email) of your decision to withdraw from this contract. You may use the sample withdrawal form below for this purpose, but it is not mandatory.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning the exercise of the right of withdrawal before the withdrawal period expires.

Consequences of withdrawal

If you effectively withdraw from this contract, we will refund the amount paid for the withdrawn letter dispatch in full via our payment service provider Stripe. The refund is made to the payment method originally used (card or Apple Pay). You will not be charged any additional fees for the refund. The refund is made without undue delay and at the latest within fourteen days of the day on which we receive the notification of your withdrawal.

Depending on your issuing bank, it may take a few business days for the refunded amount to appear in your account or on your card statement.

Early expiry of the right of withdrawal

Under section 356 (5) no. 2 BGB, your right of withdrawal ends early once your letter has been fully printed and handed to the postal partner. This requires your express request that we start before the withdrawal period ends and your acknowledgement that the right ends on full performance. For guest orders, we ask for both in Stripe Checkout and repeat them in the confirmation email.

In concrete terms: Sending an order to the print provider alone does not end the right. You can still withdraw under the statutory rules until the letter is printed and handed to the postal partner.

Refund in the event of failed dispatch

Independently of the right of withdrawal, we will refund the amount paid in full if, after payment is received, a letter cannot be printed or sent for reasons that are not within your area of responsibility. This includes, in particular, technical errors on our side as well as a rejection by Pingen or LetterXPress before printing and dispatch. The refund goes through Stripe to your original payment method. We notify guests by email.

No refund is made if a letter was properly transmitted to the print provider, printed, and sent, but delivery fails due to an incorrect, incomplete, or undeliverable recipient address that you provided. You are responsible for the accuracy and completeness of the recipient details. In this case, there is no claim to renewed delivery or a refund.