Rückerstattungsrichtlinie

RETURN & REFUND POLICY

Last updated: 28 April 2026

At BYAG.DE, we want you to be satisfied with your purchase. Please read our return and refund policy carefully before placing an order.

1. SEPARATE DELIVERIES

BYAG.DE works with professional fulfilment partners for different product categories.

This means that apparel, accessories, beauty, skincare, cosmetics, and other products may be produced, packed, and shipped separately. If your order contains products from different categories, you may receive more than one parcel and the parcels may arrive on different dates.

Please note that return instructions and return addresses may differ depending on the product category. Do not send any item back to the address printed on the parcel or directly to a fulfilment partner unless we have specifically instructed you to do so.

2. RIGHT OF WITHDRAWAL

If you are a consumer in the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason.

To exercise your right of withdrawal, please contact us at info@byag.de and include your order number. You may also use the model withdrawal form provided below, although this is not mandatory.

If your order is delivered in separate parcels, the withdrawal period will be calculated in accordance with applicable consumer law.

3. HOW TO START A RETURN

To request a return, please email us at info@byag.de within 14 days of delivery and include:

- your order number
- the item(s) you want to return
- your full name
- your contact details
- the reason for return, if you wish to provide one

Please do not send items back without contacting us first. This helps us provide the correct return instructions and the correct return address.

Returns sent to the wrong address, to the parcel sender address, or without sufficient order information may be delayed or may not be processed correctly.

4. RETURN CONDITIONS

For apparel and accessories, items should be returned unworn, unused, unwashed, and in their original condition, with tags attached where applicable. Please return items in their original packaging where possible.

You may inspect the item as you would normally do in a shop. However, if an item has been handled more than necessary to check its nature, characteristics, and functioning, we reserve the right to deduct an amount from the refund to reflect any loss in value.

For beauty, skincare, cosmetics, and other hygiene-sensitive products, returns are accepted only if the item is unopened, unused, and fully sealed, unless the item is faulty, damaged, or incorrect upon arrival.

Opened, unsealed, used, or tested beauty and personal care products cannot be returned for hygiene and health protection reasons.

5. NON-RETURNABLE ITEMS

The following items are not eligible for return:

- opened, unsealed, used, or tested beauty, skincare, cosmetics, or personal care products
- items made according to the customer’s specifications or clearly personalised products
- used, washed, damaged, incomplete, or altered items where the condition is not due to our error
- items without original protective packaging where this affects hygiene, safety, or resale condition
- gift cards
- items excluded from return by applicable law

Standard BYAG.DE products are produced through fulfilment partners, but only clearly personalised or customer-specific products are excluded from the right of withdrawal where allowed by law.

6. RETURN SHIPPING COSTS

For returns made under the right of withdrawal or because you changed your mind, the customer is responsible for the direct cost of returning the item.

We recommend using a tracked shipping service. Until the returned parcel reaches the correct return address, the customer is responsible for the return shipment.

If the item is faulty, damaged, or incorrect due to our error, we will provide an appropriate solution and, where required, cover the return shipping costs.

7. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

If you receive an item that is damaged, defective, or incorrect, please contact us as soon as possible at info@byag.de.

Please include:

- your order number
- clear photos of the product
- clear photos of the packaging
- a short description of the issue

We will review the case and provide an appropriate solution, such as a replacement, refund, or return instructions.

Please do not use or dispose of the item before we have reviewed your case.

8. REFUNDS

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

If approved, your refund will be issued to your original payment method.

Where required by law, we will refund the standard delivery costs of the original order. Additional costs resulting from a shipping method other than the least expensive standard delivery offered by us are not refundable.

If only part of an order is returned, original shipping costs are not refunded unless required by applicable law.

We may withhold reimbursement until we have received the returned goods back, or until you have supplied evidence of having sent back the goods, whichever is earlier.

Please note that your bank or payment provider may require additional time to process and post the refund.

9. EXCHANGES

We do not offer direct exchanges.

If you would like a different size, colour, or item, please return the original item in accordance with this policy and place a new order.

10. SEPARATE PRODUCT CATEGORIES

Because BYAG.DE works with different fulfilment partners, apparel and beauty products may have different return requirements.

Apparel and accessories must be returned in clean, unused, unworn, and resalable condition.

Beauty, skincare, cosmetics, and hygiene-sensitive products must remain sealed, unopened, and unused to be eligible for return, unless the item is faulty, damaged, or incorrect.

11. STATUTORY RIGHTS

Your statutory rights in relation to defective, damaged, or non-conforming goods remain unaffected.

12. CONTACT

Asen Georgiev, trading as BYAG.DE
Gembitzer Str. 17A
13053 Berlin
Germany

Email: info@byag.de