Cancellation Policy & Right of Withdrawal
for VisionaireX – Custom Cases & Collection
🔹 Right of Withdrawal for Consumers
Consumers have the right to withdraw from this contract within 14 days without giving any reason, unless a legal exception applies.
The withdrawal period is 14 days from the day on which you or a third party designated by you (who is not the carrier) took possession of the goods.
To exercise your right of withdrawal, you must inform us
VisionaireX Email: support@visionairex.de
by means of a clear statement (e.g. by email) of your decision to withdraw from this contract.
To meet the withdrawal deadline, it is sufficient for you to send the communication before the withdrawal period expires.
🔹 Consequences of Withdrawal (for non-personalized products)
If you withdraw from this contract, we will reimburse you for all payments we have received from you, including delivery costs (except for additional costs resulting from your choice of a type of delivery other than the standard delivery we offer).
The refund will be made no later than 14 days after we have received and inspected the goods.
We reserve the right to refuse the refund until we have received the goods back or you have provided proof of return.
🔹 Return Shipping Costs
The buyer bears the direct costs of returning the goods.
❗ Exclusion of Right of Withdrawal for Personalized Products
IMPORTANT: The right of withdrawal does not exist for contracts for the delivery of goods that are manufactured according to customer specifications or are clearly tailored to personal needs.
This particularly applies to:
- Personalized phone cases
- Products with individually selected designs
- Custom-made items upon customer request
👉 This regulation corresponds to § 312g para. 2 No. 1 BGB (German Civil Code).
🔹 Important Fairness Notice (VisionaireX Standard)
Even though there is no right of withdrawal for personalized products, the following naturally applies:
In case of production defects, transport damage, or incorrect delivery, we take full responsibility and offer:
- ✅ Replacement delivery or
- ✅ Refund
👉 Please contact us within 7 days of receipt with photo evidence.
🔹 Condition of Returned Goods (Collection)
Returns must be:
- ✓ Unused
- ✓ Undamaged
- ✓ Free from scratches or signs of use
If there is significant wear or damage, we reserve the right to claim a reduction in value.
🔹 No Return in the Following Cases
Returns are excluded in cases of:
- Normal wear and tear
- Improper use
- Independent modifications to the product
- Damage caused by external influences after delivery
🔹 Exchange
A direct exchange is not possible.
Please use the right of withdrawal (if applicable) and place a new order if necessary.
🔹 Goodwill & Customer Service (Brand Statement)
VisionaireX stands for quality, design, and responsibility.
If, despite all care, something does not meet your expectations, please contact us directly – we will find a solution together.
Note
Our cases are individually produced. In rare cases, there may be minimal differences in material structure or edge shape without affecting functionality or quality.
Last updated: January 2026