Refund policy
Right of Withdrawal
WITHDRAWAL & RETURNS
PART A – EUROPEAN UNION
This Part A applies exclusively to consumers within the European Union.
1) At a glance: How to withdraw and return (service information)
NOTIFYING YOUR WITHDRAWAL
Please notify us within 14 days of receiving the goods that you wish to withdraw from the contract – e.g. by email to shop@strenesse.com (alternatively by letter). You do not need to give any reasons.
RETURNING THE GOODS
Please return the goods to the following returns address no later than 14 days after your declaration of withdrawal:
CCS Express GmbH
c/o STRENESSE
Lilienthalstraße 8
85399 Hallbergmoos
Germany
RETURN COSTS / PROOF OF SHIPMENT
You bear the direct costs of the return. Free return labels are not provided. Please keep your proof of postage (shipping receipt/tracking).
REFUND
After we receive your declaration of withdrawal, we will refund payments made in accordance with the withdrawal information below. We may withhold the refund until we have received the goods back or until you have provided proof that you have returned the goods.
2) Withdrawal Instructions (for EU consumers)
RIGHT OF WITHDRAWAL
You have the right to withdraw from this contract within fourteen (14) days without giving any reason.
The withdrawal period is fourteen (14) days from the day on which you, or a third party other than the carrier and indicated by you, acquire(s) physical possession of the last goods.
To exercise your right of withdrawal, you must inform us
Brand House Production GmbH
Kurfürstenstraße 35, 80801 München
Germany
Phone: +49 89 260 10 741
Email: shop@strenesse.com
of your decision to withdraw from this contract by means of an unequivocal statement (e.g. by email or letter). You may use the model withdrawal form below for this purpose, but it is not obligatory.
You can also exercise your right of withdrawal online at https://strenesse.returnsportal.online/withdrawal. If you use this online function, we will send you an acknowledgement of receipt on a durable medium (e.g. by email) without undue delay, containing information on the content of the withdrawal declaration as well as the date and time of its receipt.
To meet the withdrawal deadline, it is sufficient for you to send your notification concerning the exercise of the right of withdrawal before the withdrawal period has expired.
CONSEQUENCES OF WITHDRAWAL
If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event no later than fourteen (14) days from the day on which we are informed of your decision to withdraw from this contract.
For this reimbursement, we will use the same means of payment that you used for the original transaction, unless expressly agreed otherwise with you; in no case will you be charged any fees as a result of this reimbursement.
We may withhold the reimbursement until we have received the goods back, or until you have provided proof that you have returned the goods, whichever is the earlier.
NOTE ON DELIVERY COSTS FOR PARTIAL WITHDRAWAL / PARTIAL RETURN
If you do not withdraw from the entire order and keep at least one item, the delivery costs originally charged will generally not be refunded, as delivery would have been incurred for the item(s) you keep.
RETURN OF THE GOODS / RETURN COSTS
You must return the goods to us without undue delay and in any event no later than fourteen (14) days from the day on which you notify us of the withdrawal from this contract. The deadline is met if you send back the goods before the period of fourteen (14) days has expired.
You bear the direct costs of returning the goods. Free return labels are not provided.
RETURN ADDRESS (FOR RETURNS ONLY):
CCS Express GmbH
c/o STRENESSE
Lilienthalstraße 8
85399 Hallbergmoos
Germany
You are only liable for any diminished value of the goods resulting from handling them in a way that is not necessary to establish their nature, characteristics, and functioning.
3) Model Withdrawal Form
To:
Brand House Production GmbH
Kurfürstenstraße 35
80801 München
Germany
Email: shop@strenesse.com
I/We (*) hereby give notice that I/we (*) withdraw from my/our (*) contract of sale of the following goods (*):
___________________________________________________________
Ordered on (*) ____________ / received on (*) __________________
Name of consumer(s): _________________________________
Address of consumer(s): ______________________________
___________________________________________________________
Signature of consumer(s) (only if this form is notified on paper):
______________________ Date: ______________________
(*) Delete as appropriate.
PART B – UNITED STATES (VOLUNTARY RETURN POLICY)
This Part B applies exclusively to customers in the United States of America.
Please note: Under US law, there is no statutory right of withdrawal for online purchases. The following return policy is granted voluntarily by STRENESSE.
1) Return Eligibility
You may return eligible items within fourteen (14) days of receipt. To be eligible for a return, the following conditions must be met:
• The items must be unworn, unwashed, and in their original condition.
• All labels and tags must still be attached.
• The items must be returned in their original packaging.
Items that do not meet these conditions will not be accepted and will be returned to you at your expense.
2) How to Initiate a Return
To initiate a return, please contact us before sending the goods back:
Brand House Production GmbH
Email: shop@strenesse.com
Phone: +49 89 260 10 741
Please provide:
• Your order number
• The item(s) you wish to return
• The reason for the return (optional, but helpful)
We will confirm your return request and provide you with the return instructions and the delivery address.
Please do not return any goods without prior notice. Unannounced returns may not be able to be processed.
3) Return Costs
The return shipping costs are borne solely by the customer. We recommend using a shipping service with tracking, as we cannot accept responsibility for items lost in transit.
Please keep your proof of shipment (shipping receipt/tracking number) until the refund has been processed.
4) Customs, Import Duties, and Taxes
Customs fees, import duties, or taxes charged upon delivery of your order to the United States are non-refundable. These charges are levied and collected by US customs authorities and not by STRENESSE. We are unable to refund fees imposed by government authorities.
5) Refund Processing
Once we have received and inspected your returned items at our warehouse in Germany, we will notify you by email whether your return has been approved.
• Approved returns: Refunds are processed within fourteen (14) days of receiving the returned goods. The refund will be issued to the original means of payment in USD.
• Rejected returns: If the returned items do not meet the return conditions (see Section 1), we will notify you and return the goods to you at your expense.
Please note: Depending on your payment provider, it may take an additional 5–10 business days for the refund to appear on your account statement.
6) Partial Returns
If you return only individual items from an order, the shipping costs originally charged will generally not be refunded.
7) Exchanges
We do not offer direct exchanges for US orders. If you would like a different size or a different product, please return the original item and place a new order.
8) Defective or Incorrect Items
If you receive a defective or incorrect item, please contact us immediately at shop@strenesse.com with the following information:
• Your order number
• A description of the problem
• Photos of the defective/incorrect item
We will arrange a solution (replacement or refund) at no additional cost to you, including the return shipping costs.
RETURN ADDRESS (FOR ALL RETURNS):
CCS Express GmbH
c/o STRENESSE
Lilienthalstraße 8
85399 Hallbergmoos
Germany