1. Overview

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We offer refunds only when something has objectively and verifiably gone wrong with an order. Refunds are not issued due to change of mind, personal preference, buyer's remorse, or any reason not explicitly listed in Section 3 of this policy. Every request is reviewed individually and measured strictly against the criteria below. The burden of proof lies entirely with the customer. We do not make exceptions, issue goodwill refunds, or negotiate outcomes outside the terms of this policy under any circumstances.

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2. Eligibility

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To be considered for a refund, every single one of the following conditions must be satisfied without exception. The request must be submitted within 30 days of the confirmed delivery date as recorded by the carrier's tracking system — the date your email reaches us, not the date the issue occurred, is what determines eligibility, and requests received on day 31 or later will not be reviewed regardless of the circumstances. The issue must fall into one of the four qualifying categories listed in Section 3 and no other. All evidence specified in Section 5 must be provided in full at the time of submission, as partial submissions will not be reviewed and will be returned for completion while the 30-day window continues to run. The item must not have been used beyond what is strictly necessary to identify the defect, and any sign of use, wear, modification, or alteration beyond this will disqualify the request entirely. Finally, the item must have been purchased directly from us — items purchased through any third-party reseller, marketplace, or unauthorized seller are not covered by this policy under any circumstances.

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3. What Qualifies

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We accept refund requests for the following four reasons only. No other reason will be considered regardless of how it is framed, described, or presented.

Damaged on arrival. The product was physically damaged during transit and arrived in a condition that renders it entirely unusable for its intended purpose. The damage must be documented in photographs or video taken at the moment of opening, before any further handling of the item or packaging. Minor cosmetic imperfections, surface scratches, scuffs, or marks that do not affect the function of the product do not qualify, nor does subjective dissatisfaction with the aesthetic condition of the item.

Manufacturing defect. The product contains a defect introduced during the manufacturing process that prevents it from functioning as explicitly described in the product listing at the time of purchase. The defect must be present from first use and must be demonstrably caused by manufacturing rather than by handling, improper storage, misuse, accidental damage, or normal wear over time. A product that functions differently from what the customer expected but exactly as described in the listing does not qualify under this or any other category.

Wrong or missing item. You received an item that is objectively and materially different from what appears on your order confirmation — for example, an entirely different product was shipped, or a component explicitly listed as included in the official product description is absent. Minor packaging variations, color differences within the same listed variant, and items that differ from what the customer intended to order but match what was actually placed in the cart do not qualify.

Non-delivery. Your order was not delivered within the stated shipping window, and the carrier's tracking system shows no movement, update, or scan for 7 or more consecutive business days. Before submitting a refund request on this basis, you must have already contacted the carrier directly and received written confirmation that the shipment is considered lost or unrecoverable. A package that tracking shows as delivered — even if the customer reports not receiving it — does not meet the definition of non-delivery under this policy, and such cases must be pursued directly with the carrier or local authorities.

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4. What Does Not Qualify

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The following are explicitly excluded from refund eligibility and will result in immediate rejection of the request. Change of mind, no longer wanting the item, or finding a lower price elsewhere after purchase are not valid grounds. Ordering the wrong product, size, color, or quantity is entirely the customer's responsibility and will not be considered. Dissatisfaction with a product that was accurately and completely described in the listing at the time of purchase does not qualify. Damage that occurred after delivery — whether through misuse, accident, improper storage, or any other cause — will not be covered. Requests submitted after the 30-day window has closed will not be reviewed under any circumstances, including in cases where the customer claims they were unaware of this policy. Items that show evidence of use, washing, alteration, repair attempts, or modification of any kind are disqualified. Delivery delays or failed deliveries resulting from an incorrect, incomplete, or undeliverable address entered by the customer at checkout are entirely the customer's responsibility. Delays caused by customs, carrier disruption, weather, or any other factor outside our direct control do not constitute grounds for a refund.

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5. Evidence Required

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All requests must include complete, unaltered, and verifiable documentation submitted at the time of the initial claim. We do not accept evidence submitted after the initial request has been filed, and we reserve the right to verify the authenticity of any evidence provided. For damaged or defective items, you must provide clear photographs or unedited video of the damage or defect, photographs of the original outer and inner packaging taken before the item was fully removed, and your original order confirmation. For wrong or missing items, you must provide photographs clearly showing what was received alongside the order confirmation that specifies what was purchased. For non-delivery claims, you must provide the tracking number, a screenshot of the carrier's tracking page clearly showing no movement for 7 or more business days, written confirmation from the carrier that the shipment is lost, and confirmation that the shipping address entered at checkout was correct. Any evidence that appears to have been edited, staged, or manipulated will result in immediate denial and permanent account suspension.

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6. How to Request a Refund

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To submit a refund request, email us at info@wolfgangklar.com with your order number, a clear description of the issue, and all required evidence as specified in Section 5. Submissions that are missing any required information or documentation will not be reviewed and will be returned to you for completion. The 30-day eligibility window does not pause while you gather missing evidence — it continues to run from the confirmed delivery date regardless. We review complete submissions within 5–7 business days of receipt. We do not accept refund requests made through social media, live chat, phone, or any channel other than the email address listed above.

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7. Outcomes

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If a request is approved, the refund will be issued to the original payment method used at checkout within 7–10 business days of the approval decision. We do not issue refunds to alternative payment methods, store credit, or gift cards unless the original payment method is no longer valid, in which case the matter will be handled on a case-by-case basis at our sole discretion. If a request is declined, you will receive a written explanation referencing the specific grounds for rejection. We do not enter into correspondence, negotiation, or appeals beyond this explanation. In certain cases we may offer an exchange in lieu of a refund — if an exchange is offered and accepted by the customer, no monetary refund will be issued under any circumstances.

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8. Returns

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Do not send any item back to us without first receiving explicit written authorization from our team. Unauthorized returns will be refused at the point of delivery, returned to the sender at their own cost, and will not trigger any refund or further review of the original claim. Where a return is required as part of the refund process, we will provide a prepaid shipping label and specific instructions. Items must be returned in their original condition and packaging using only the label and method we provide. Returns that arrive damaged due to inadequate packaging by the customer may be disqualified from receiving a refund.

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9. Fraudulent Claims

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Any submission found to contain false statements, fabricated evidence, manipulated photographs or video, misleading descriptions, or any other form of dishonesty will be immediately and permanently denied. The customer's account will be suspended and all future orders refused. We reserve the right to report suspected fraud to relevant consumer protection authorities, payment processors, and law enforcement where appropriate. We actively cross-reference claims against order history, carrier data, and prior submissions, and we take fraudulent activity seriously regardless of the amount involved.