Right of withdrawal

Cancellation policy

The right of withdrawal described here is available exclusively to private customers. A private customer (hereinafter referred to as “customer”) is any natural person who concludes a contract with us for a purpose that cannot be attributed predominantly to their commercial or independent professional activity. 

1. Right of withdrawal

The customer has the right to withdraw from this contract within fourteen days without giving any reason. The cancellation period is fourteen days from the day on which the customer or a third party named by the customer who is not the carrier took possession of the goods. The revocation can be exercised by the customer by means of a clear declaration (e.g. a letter sent by post or e-mail) to Steinbach or - if the goods were handed over to the customer before the deadline - by returning the goods. In the event that the customer would like to inform Steinbach by means of a clear declaration of his decision to withdraw from this contract, the attached sample withdrawal form can be used; however, its use is not mandatory. [Link to the declaration of cancellation] The declaration of cancellation or the return of the goods must be sent to:

Steinbach International GmbH, Aistinger Straße 2, 4311 Schwertberg, Österreich, E-Mail:

To meet the cancellation deadline, it is sufficient that the notification of the exercise of the right of cancellation or the goods are sent in due time.

2. Consequences of withdrawal, return

If the customer cancels a contract, Steinbach has to return all payments received from the customer, including delivery costs, without delay and at the latest within 14 days from the day on which Steinbach received the notification of withdrawal of this contract. For the repayment, Steinbach uses the same means of payment that the customer used for the original transaction, unless expressly agreed otherwise. In case the means of payment is not available at the time of repayment (e.g. in case of a cash on delivery purchase), the repayment will be made by bank transfer to a bank account to be specified by the customer. The customer will not be charged any fees for the refund of payments already made. Steinbach may withhold the repayment until the goods have been returned or until the customer can prove that the goods have been returned.

The customer must send or hand over the goods to Steinbach immediately and at the latest within 14 days from the day on which he clarified the withdrawal from this contract. The deadline is met if the customer has sent the goods before the period of 14 days has expired. The proof and the risk for the return lie exclusively with the customer. If the customer requests that the provision of a service, such as an installation service, is to be commenced during the current revocation period, the customer must pay Steinbach an appropriate amount for the service already provided up to the time of revocation. In case of cancellation, the customer is legally obliged to bear the direct costs for returning the goods. Goods that can be sent by post must be returned with sufficient postage to Steinbach International GmbH, Aistinger Straße 2, 4311 Schwertberg. The costs for an insufficiently stamped return shipment will be charged to the customer.

In the case of goods that cannot be returned by post, Steinbach will organize the return and collection at the request and expense of the customer and on his behalf. The customer can order this return service at the same time as the cancellation. The return costs for the customer within Austria are estimated at around € 50, for returns from Germany the return costs are estimated at around € 65. Deviations are possible in individual cases, as these are estimated amounts and the customer will be informed of the exact return costs in advance. In such a case, the goods must be freely accessible for return transport in the original packaging (as far as possible) by the customer. If the customer sends the goods back himself in the event of a contract cancellation and does not use the return service, he bears the risk of the return. In case of a wrong delivery or a defect, Steinbach bears the return costs.

3. Exclusion of the right of withdrawal

The right to withdrawal from the contract does not exist for services / orders that Steinbach started and then fully fulfilled on the basis of the customer's express request and confirmation of the customer's knowledge of the loss of the right of withdrawal before the end of the withdrawal period, as well as for goods that have been made to customer specifications or that have been clearly tailored to the customer's personal needs, as well as for goods that have been delivered sealed for health protection or hygiene reasons and are therefore not suitable for return if their seal has been removed after delivery.

4. Model withdrawal form

In the event of a cancellation, the following sample cancellation form can be used:

Withdrawal form

Download here

5. Inspection of the goods, compensation for loss of value, compensation for damages

The customer has the right to check the quality, properties or functionality of the goods ordered. The inspection covers the same scope as is usual for a purchase in a retail shop. This right of inspection does not include longer use of the goods. The customer has to pay compensation for a reduction in the market value of the goods if this loss in value is due to an unnecessary scope of the customer's inspection of the quality, properties and functionality of the goods. If the goods were damaged in the process, the customer has to pay Steinbach an appropriate compensation for the damages incurred, covered by the amount of the value of the goods.