At Formwerk Berlin, our top priority is your satisfaction with your order. Should something not be right, we are here to help you in a straightforward and accommodating manner. Please feel free to reach out to us at any time.

Damaged or defective items

If an item has been delivered 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 issue and your order number. Your statutory warranty rights remain unaffected by this.

We will take care of the following as quickly as possible:

• Replacement shipment
• Repair
• or full refund

In these cases, we will naturally 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 shipment status with the carrier and find a quick solution.

Cancellation before shipment

As long as your order has not yet been shipped, you can, in many cases, cancel it easily. To do so, please contact us as quickly as possible at kontakt@formwerk-berlin.de.

Right of withdrawal

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

Return process

Here is how the return works:

1. Use our online withdrawal function: Withdraw from contract (link to https://töpfern.shop/apps/widerruf) or send us an email at kontakt@formwerk-berlin.de with the subject line: “Withdrawal – Order Number XXXXX"
   
2. Please wait briefly for our reply. We generally respond within 24 hours. This often allows us to offer you a faster or easier solution; sometimes a return is not even necessary.
   
3. As soon as we have replied to you, we will send you further steps, depending on the case, e.g., a return address or an alternative solution.

Note: Legally, your withdrawal is effective immediately upon your declaration, whether via the withdrawal function or email. The request to wait for our response is a voluntary service step intended to make the process easier for you, not a requirement for withdrawal.

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 return the goods to us within 14 days after your declaration of withdrawal. Timely dispatch is sufficient to meet the deadline.

Condition of the goods

You may examine the goods as you would be able to in a physical store. If they have been used beyond that and have lost value as a result, we reserve the right to claim compensation for loss in value.

Return shipping costs

The costs for the return are to be borne by the buyer.

Refund

Following your withdrawal, we will refund the purchase amount as well as the original shipping costs (excluding additional costs resulting from your choice of a delivery method other than the cheapest standard delivery offered by us) using 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, whichever is earlier.

Exceptions to the right of withdrawal

Excluded from the right of withdrawal are goods that have been custom-made for you upon your express request (e.g., special orders).

Questions?

You can reach us at kontakt@formwerk-berlin.de or via the contact form below. Alternatively, via our landline number: +49 30 86328433 (Monday to Saturday, 09:30 to 20:00)