Refunds & Returns

While you buy merchandise at Rotganzen using digital means, this is not a traditional consumer product but a commissioned and custom piece and as such it requires a certain appreciation and care. Some Rotganzen merchandise is made by hand after order and slight differences in appearance from the item shown at the Rotganzen website may occur.

Prior written consent from Rotganzen is required for any replacements, refunds, or cancellations.

If you return an item because of an error by Rotganzen or because the item damaged or faulty, we will provide you with a replacement piece or a refund.

if you discover a mistake, a damaged or defective item, please notify us within 14 days from receipt of the item by email at contact@rotganzen.com. The product must be returned in the same condition as it was received. You have an obligation to take care of the items while they are in your care. If you fail to satisfy this condition, we may refuse to compensate you.

Rotganzen will inspect any damaged or faulty items returned and will notify you of your replacement or refund through e-mail within 30 days after receipt of the returned item. We will process any refunds that are owed to you within 7 days. Replacements will be provided as soon as production allows.

Refunds include the cost of transportation for delivering the item to you and any costs incurred by you in returning the item to Rotganzen, subject to acceptance by Rotganzen of the damaged or defective items.

If we discover no issue with the returned items, you will be informed that the returned product cannot be accepted.

Damages

If an item is damaged during shipping or arrives at your destination damaged or faulty, you are applicable for a replacement or a refund. If the item gets damaged while in your care, you have no automatic right for compensation of repair.