Refund policy
Return Policy Overview
We want you to be completely satisfied with your purchase from Online Asset Labels (operated by Metall Label Plus GmbH). Our return policy varies depending on your location to ensure compliance with local consumer protection laws.
For European Union Customers - 14-Day Legal Right of Withdrawal
If you are located in the European Union, you have the legal right to cancel your order within 14 days under EU Consumer Rights Directive, regardless of the reason.
EU Withdrawal Period
You have 14 calendar days from the day you (or someone you designate) receive the item to request a return. This is your legal right under German and EU consumer protection law.
How to Exercise Your EU Withdrawal Right
To start a return under EU law, contact us at info@onlineassetlabels.de or +49 (30) 1663 9432 within the 14-day period. You can use this withdrawal form or send a clear statement:
Model Withdrawal Form:
To: Metall Label Plus GmbH, Frankfurter Allee, 10247 Berlin, Germany
Email: info@onlineassetlabels.de
I hereby withdraw from my contract for the following goods:
- Order number: ________________
- Ordered on: ________________
- Received on: ________________
- Name: ________________
- Address: ________________
- Date: ________________
For All Other Customers - 30-Day Return Policy
We offer a 30-day return policy for customers outside the EU, which means you have 30 days after receiving your item to request a return.
Return Eligibility Requirements
To be eligible for a return, your item must be:
- In the same condition that you received it
- Unworn or unused, with tags
- In its original packaging
- Accompanied by receipt or proof of purchase
How to Start a Return
- Contact us first at info@onlineassetlabels.de within the applicable return period
- Include your order number and reason for return
- Wait for return authorization - items sent back without authorization will not be accepted
- Follow our return instructions that we'll send you
Do not send items back without contacting us first.
Return Shipping Process
If your return is accepted:
- We'll send you a return shipping label and instructions
- EU customers: We cover return shipping for legal withdrawal rights
- Other customers: Return shipping costs may apply unless the item is defective or we made an error
- Ship to the address we provide in your return authorization
Damages and Issues
Please inspect your order immediately upon delivery. Contact us right away at info@onlineassetlabels.de if the item is:
- Defective or damaged
- Wrong item sent
- Missing parts or accessories
We'll evaluate the issue and make it right immediately.
Exceptions - Non-Returnable Items
Certain items cannot be returned for health, safety, or customization reasons:
- Custom or personalized products made to your specifications
- Perishable goods (food, flowers, plants)
- Personal care items that have been opened (for hygiene reasons)
- Hazardous materials (flammable liquids, gases)
- Sale items or clearance merchandise
- Gift cards
We'll clearly mark any non-returnable items during the ordering process.
Exchanges
The fastest way to get what you want:
- Return the original item following our return process
- Place a separate order for the new item once your return is approved
This ensures you get the item you want without delays.
Refund Process
Refund Timeline
- We'll notify you once we receive and inspect your return
- EU customers: Refunds processed within 14 days of return notification
- Other customers: Refunds processed within 10 business days of approval
- Bank processing: Additional 3-10 business days depending on your payment method
Refund Method
- Same payment method used for original purchase
- Full refund including original shipping (for EU withdrawal rights)
- No additional fees charged for refunds
If more than 15 business days have passed since we approved your return, please contact us at info@onlineassetlabels.de.
EU Customers - Additional Legal Rights (2-Year Warranty)
Beyond your 14-day withdrawal right, EU customers have 2-year legal warranty rights for defective goods:
What's Covered
- Manufacturing defects present at time of purchase
- Failure to meet product descriptions
- Durability issues within reasonable expectations
Your Options for Defective Goods
- Repair or replacement (your choice)
- Price reduction if repair/replacement isn't possible
- Full refund as last resort
Warranty Period
- First 6 months: We assume defects existed at time of purchase
- 6 months - 2 years: You need to show defect existed at purchase
Special Circumstances
Damaged in Transit
- Take photos of packaging and damaged items
- Contact us within 24 hours at info@onlineassetlabels.de
- Keep all packaging for carrier inspection
- We'll arrange immediate replacement or refund
Wrong Item Received
- Contact us immediately - don't open if obviously wrong
- We cover all shipping costs for our error
- Expedited replacement when possible
Business Customers (B2B)
If you're purchasing for business use:
- Different terms may apply
- No automatic EU withdrawal rights (business-to-business transactions)
- Commercial warranty terms apply
- Contact us for specific business policies
Contact Information
Metall Label Plus GmbH (Operating as Online Asset Labels)
Email: info@onlineassetlabels.de
Phone: +49 (30) 1663 9432
Address: Frankfurter Allee, 10247 Berlin, Germany
Business Hours: Monday-Friday, 9:00-17:00 CET
For return questions, email is the fastest way to reach us.
Changes to This Policy
We may update this policy from time to time. Changes will be posted with an updated date. Your legal rights under German and EU consumer protection law cannot be reduced regardless of policy changes.
Legal Framework
This policy complies with:
- EU Consumer Rights Directive (2011/83/EU)
- German Civil Code (BGB) - Consumer protection laws
- German Distance Selling regulations
For specific questions about your legal rights, contact a consumer protection agency or legal advisor.
Questions? Contact us at info@onlineassetlabels.de - we're here to help make returns as easy as possible while respecting your legal rights.