At Formwerk Berlin, our top priority is that you are happy with your order. If something isn't right, we will help you quickly and fairly. Feel free to get in touch anytime.

Damaged or defective items

If an item arrives damaged, defective or incorrect, please contact us as soon as possible, ideally within 7 days of receipt, at kontakt@formwerk-berlin.de with photos of the problem and your order number. Your statutory warranty rights remain unaffected.

We will take care of it as quickly as possible with:

• A replacement
• A repair
• or a full refund

In these cases, we of course cover the return shipping costs.

Orders not received

If your order has not arrived, please contact us at kontakt@formwerk-berlin.de. We will check the shipping status together with the carrier and find a solution quickly.

Cancellation before shipping

As long as your order has not been shipped yet, you can often cancel it without any hassle. Please contact us as soon as possible at kontakt@formwerk-berlin.de.

Withdrawal period

You have the right to withdraw from your order within 14 days of receiving the goods, without giving a reason. You can find all the details in our withdrawal policy.

Return process

This is how returns work:

1. Use our online withdrawal function: Withdraw from contract (link at https://töpfern.shop/apps/widerruf) or send us an email at kontakt@formwerk-berlin.de with the subject: “Withdrawal: order number XXXXX”
   
2. Please wait briefly for our reply. We usually get back to you within 24 hours. This often lets us offer you a faster or simpler solution, and sometimes the return is not needed at all.
   
3. Once we have contacted you, we will send you the next steps, for example a return address or an alternative solution, depending on the case.

Note: Legally, your withdrawal takes effect immediately with your declaration, whether through the withdrawal function or by email. Asking you to wait for our reply is a voluntary service step meant to make the process easier for you, not a requirement for withdrawing.

Return address

If a return is necessary, please send the goods to:

Formwerk Töpferbedarf Berlin
c/o Balzer & Gül GbR
Weserstraße 47
12045 Berlin
Germany

Please send the goods back to us within 14 days of your withdrawal declaration. Sending them on time is enough to meet the deadline.

Condition of the goods

You may inspect the goods the way you could in a physical store. If they were used beyond that and have lost value as a result, we reserve the right to claim compensation for the loss in value.

Return shipping costs

The buyer bears the cost of return shipping.

Refund

After your withdrawal, we will refund the purchase price and the original delivery costs (except for additional costs incurred because you chose a delivery method other than the least expensive standard delivery we offer) to your original payment method. The refund will be made no later than 14 days after we receive your withdrawal. However, we may withhold the refund until we have received the goods back or you have provided proof of return shipment, whichever is earlier.

Exceptions to the right of withdrawal

Goods made to order at your express request (e.g. custom-made items) are excluded from the right of withdrawal.

Questions?

You can reach us at kontakt@formwerk-berlin.de or via the contact form below. Alternatively, call our landline: +49 30 86328433 (Monday to Saturday, 9:30 am to 8:00 pm)