RETURN & REFUND POLICY

Last Updated: September 3, 2026

Thank you for shopping at ferrova.shop, operated by Reimer-IoT. This Return & Refund Policy explains our voluntary return policy, statutory withdrawal rights for consumers in Austria, return procedures, damaged or defective products, and refunds.

1. 30-DAY RETURN POLICY

We offer a voluntary 30-day return policy.

This means that you may request a return within 30 days after receiving your order, subject to the conditions set out below.

For voluntary returns made after the statutory withdrawal period, the product must:

• Be in the same condition in which you received it;

• Be unused, unworn, and undamaged;

• Include all original accessories, manuals, components, and tags, where applicable;

• Be returned in its original packaging where reasonably possible; and

• Be accompanied by an order confirmation, receipt, or other valid proof of purchase.

To request a return, contact us at:

Email: lilahansen1975@gmail.com

Please include:

• Your full name;

• Order number;

• Reason for the return; and

• Photos or other relevant information where necessary.

Please contact us before sending a return.

2. RETURN ADDRESS

Approved returns should be sent to:

Reimer-IoT
Marslev Stationsvej 5
5290 Marslev
Denmark

Please do not send products back without first contacting us and receiving return instructions.

3. AUSTRIAN AND EU CONSUMERS – 14-DAY STATUTORY RIGHT OF WITHDRAWAL

If you are a consumer in Austria, you generally have the statutory right to withdraw from an eligible online purchase within 14 calendar days without giving any reason.

For purchases of goods, the withdrawal period generally begins on the day on which you, or a third party designated by you other than the carrier, receives the goods.

If multiple goods ordered together are delivered separately, the withdrawal period generally begins when the last item is received.

To exercise your right of withdrawal, you must inform us clearly of your decision before the withdrawal period expires.

You may contact us at:

Email: lilahansen1975@gmail.com

You do not need to provide a reason for exercising your statutory right of withdrawal.

4. CONDITION OF GOODS DURING THE STATUTORY WITHDRAWAL PERIOD

The statutory 14-day withdrawal right is separate from our voluntary 30-day return policy.

During the statutory withdrawal period, you may inspect and handle the product to the extent reasonably necessary to establish its nature, characteristics, and functioning.

You may be responsible for any diminished value resulting from handling beyond what is reasonably necessary for such inspection.

Your statutory withdrawal right is not automatically lost merely because the original packaging has been opened.

5. RETURNING GOODS AFTER WITHDRAWAL

After informing us that you are exercising your statutory right of withdrawal, you must return the goods without undue delay and generally no later than 14 days after notifying us of your withdrawal.

The deadline is met if you send the goods before the 14-day period expires.

Unless otherwise required by law or expressly agreed by us, the customer bears the direct cost of returning products when exercising the statutory withdrawal right.

Please contact us before shipping the product so that we can provide the appropriate return instructions.

6. REFUNDS UNDER THE STATUTORY RIGHT OF WITHDRAWAL

If you validly exercise your statutory right of withdrawal, we will reimburse the payments that must legally be refunded without undue delay and no later than 14 days after receiving your withdrawal notice.

We may withhold reimbursement until:

• We have received the returned goods; or

• You provide evidence that the goods have been returned,

whichever occurs first.

Refunds will normally be issued using the same payment method used for the original transaction unless another method is expressly agreed.

Because our standard shipping service is Free Shipping (€0.00), there is normally no standard outbound shipping charge to reimburse.

If you selected an optional delivery method that was more expensive than our standard delivery method, any additional premium delivery cost may not be refundable where permitted by law.

7. VOLUNTARY RETURNS BETWEEN DAY 15 AND DAY 30

Our voluntary 30-day return policy provides additional time beyond the statutory withdrawal period.

For returns requested after the statutory 14-day withdrawal period but within 30 days of delivery, the product must meet the voluntary return conditions stated in Section 1.

Once an eligible voluntary return has been received and inspected, we will notify you whether the refund has been approved.

Approved voluntary refunds are normally processed within 10 business days.

The time required for your bank, card issuer, or payment provider to post the refund may vary.

8. RETURN SHIPPING COSTS

For non-defective voluntary returns, the customer is responsible for the direct cost of return shipping unless we agree otherwise.

For statutory withdrawal returns, the customer is responsible for the direct return shipping cost where permitted by law and where the customer has been properly informed of this obligation.

If the product is defective, damaged, incorrect, or otherwise non-conforming and the issue is our responsibility, we will bear the reasonable return costs where required by applicable consumer law.

We do not charge a restocking fee for eligible returns.

9. DAMAGED, DEFECTIVE, OR INCORRECT PRODUCTS

Please inspect your order after delivery.

If you receive a product that is:

• Damaged;

• Defective;

• Incorrect; or

• Materially different from what you ordered,

please contact us promptly at:

lilahansen1975@gmail.com

Please provide your order number, a description of the issue, and clear photos where appropriate.

We will review the issue and provide an appropriate remedy in accordance with applicable consumer law.

This may include repair, replacement, refund, or another legally appropriate solution.

Your statutory warranty rights remain unaffected.

10. EXCEPTIONS TO THE STATUTORY RIGHT OF WITHDRAWAL

The statutory right of withdrawal may not apply to certain categories of products where an exception under applicable law applies.

These may include, where relevant:

• Goods made to the customer's specifications or clearly personalized;

• Goods liable to deteriorate or expire rapidly;

• Sealed goods that are not suitable for return for health protection or hygiene reasons after the seal has been removed; and

• Other goods for which applicable consumer law expressly excludes the right of withdrawal.

An exception will only be applied where legally applicable.

11. SALE AND PROMOTIONAL ITEMS

Discounted or promotional products are not automatically excluded from statutory consumer rights.

Eligible sale products remain covered by mandatory statutory rights.

Any item specifically excluded from our voluntary return policy will be clearly identified where applicable, without limiting mandatory consumer protection rights.

12. EXCHANGES

We do not require customers to exchange a product instead of receiving a refund where a refund is legally available.

For voluntary exchanges, the simplest process is generally to return the eligible original product and place a new order for the desired product.

For defective or non-conforming goods, statutory remedies remain available.

13. ORDER CANCELLATIONS

Because our order processing time is 0 business days, orders may enter fulfillment immediately.

If you wish to cancel an order, contact us as soon as possible at:

lilahansen1975@gmail.com

We cannot guarantee cancellation once an order has entered fulfillment or has been dispatched.

If the order has already been shipped, you may exercise your applicable statutory withdrawal rights or our voluntary return policy after receiving the goods.

14. SHIPPING TERMS

Our standard shipping terms for Austria are:

• Processing Time: 0 business days

• Estimated Delivery Time: 3–7 business days

• Standard Shipping: Free Shipping (€0.00)

• Delivery Market: Austria

15. CONTACT INFORMATION

Store: ferrova.shop
Legal Business Name: Reimer-IoT
Responsible Person: Mark Lilja Reimer
Email: lilahansen1975@gmail.com
Business Address: Marslev Stationsvej 5, 5290 Marslev, Denmark
CVR Number: 36573856

For questions concerning returns, withdrawal, refunds, defective products, or this policy, contact:

lilahansen1975@gmail.com