Withdraw from Contract | EU Customers

This page is for customers in the European Union exercising their statutory right of withdrawal under the EU Consumer Rights Directive. You have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason.

Customers outside the EU who would like to request a return should visit our Return & Refund Policy instead.

Your Right of Withdrawal — Key Facts

• 14-Day Cooling-Off Period. You have 14 days from the day you (or someone you nominate) receive your goods to notify us that you wish to withdraw. No reason is required.
• How to Notify Us. Use the withdrawal form below to submit your request electronically. We will send you an email confirmation immediately upon receipt.
• Returning the Goods. Once you have notified us, we will provide a prepaid return label by email. Please return the items within 14 days using the label provided.
• Return Shipping Costs. Who covers the return shipping depends on the reason for the return:
  • Our Error (e.g. incorrect item sent, quality issue): we cover the full return shipping cost.
  • Change of Mind or Buyer's Reason: we provide a prepaid return label for your convenience; the applicable shipping fee is deducted from your refund. Current rates per package: Germany €5 · Other EU countries €10–€15 (varies by destination).
• Refund Timeline. We will refund all payments received from you — including any standard outbound delivery charges — within 14 days of receiving the returned goods or proof that they have been sent back.
• Refund Method. Refunds are issued to your original payment method unless you explicitly agree otherwise.

How to Withdraw — Step by Step

1. Submit Your Withdrawal Request using the form below. You will need your order number and email address. No account login is required — the form is open to all customers, including those who checked out as guests.
   The date and time of your submission are recorded and constitute your formal notice of withdrawal.
2. Check Your Inbox. We will send an email confirmation to the address provided, acknowledging receipt of your withdrawal request and including your prepaid return label. Please retain this email as evidence of the date of notification.
3. Return the Goods within 14 days of submitting your withdrawal request. Pack items securely in their original packaging where possible and attach the prepaid label provided.
4. Receive Your Refund. Once we have received the returned goods (or proof of shipment), we will process your refund to the original payment method within 14 days. Any applicable return shipping fee will be deducted from the refund amount. You will receive a separate email notification when the refund has been issued.

Submit Your Withdrawal Request

Please complete and submit the form below. We will process your request and send a confirmation to your email address without delay.

Need Help?

If you have questions about your withdrawal rights or need assistance completing the form, our customer support team is here to help.

Email: support@vancassotableware.com
Hours: Monday – Friday, 9 am – 6 pm (UTC+8)

This page reflects your statutory rights under EU Directive 2011/83/EU as amended by EU Directive 2023/2673. These rights are in addition to, and do not affect, any other rights you may have under applicable national law.