Widerrufsrecht
Returns
We offer a 14-day return policy. This means you have 14 days after receiving your item to request a return.
Please return the goods with their accessories, certificates and documentation, securely packed. Original packaging is recommended but is not a condition for exercising your statutory right of withdrawal. You may inspect the goods as necessary to establish their nature, characteristics and functioning. Liability for diminished value applies only as provided by law.
To initiate a return, please contact us at:
info@moclarach.com
Returns must be sent to:
Monika Hüpfel-Ratschiner – Great to Collect
Holzgasse 133
3400 Klosterneuburg
Austria
Prior authorisation is not required for statutory withdrawal. Please notify us of your decision to withdraw and send the goods back within 14 days of that notification.
Important for High-Value Items
- For items of significant value (e.g., artworks, jewelry, limited editions, collectibles):
- We recommend that the return shipment is fully insured for the item’s value
- Please use secure packaging suitable for the item
- The customer is responsible for return shipping costs unless the item is defective or incorrect
- We strongly recommend using a tracked shipping service
- The absence of transport insurance does not exclude your statutory rights.
Certificates of Authenticity
Items delivered with a Certificate of Authenticity (COA) must be returned together with the certificate in original condition. A missing certificate does not exclude statutory withdrawal; any deduction for diminished value is subject to the legal requirements.
Damages and Issues
Please inspect your order immediately upon receipt. Please contact us if the item is defective, damaged, or incorrect so we can resolve the issue. Your statutory warranty rights are not conditional on an immediate inspection or complaint.
Non-Returnable Items
Statutory exceptions and clarifications:
- Goods made to your specifications or clearly personalised for you are excluded from statutory withdrawal
- Commissioned artworks are excluded only where they are made to your specifications or clearly personalised
- A “final sale” label does not remove statutory withdrawal rights
- Gift cards are not automatically excluded from statutory withdrawal
- Goods liable to deteriorate or expire rapidly are subject to the statutory exception
- Limited editions and collectibles are not excluded merely because they are limited, valuable or collectible
- If you are unsure whether your item qualifies, please contact us before purchasing.
Exchanges
We do not offer direct exchanges. The fastest way to obtain a different item is to return the original item (if eligible) and place a new order.
European Union — Right of Withdrawal
Consumers have the right to withdraw from a distance purchase of goods within 14 days without giving a reason, except where a statutory exception applies. The period begins when you or a person designated by you, other than the carrier, receive the goods; for goods from one order delivered separately, it begins on receipt of the last goods.
To withdraw, inform Monika Hüpfel-Ratschiner, Holzgasse 133, 3400 Klosterneuburg, Austria, info@moclarach.com, +43 664 5163023, by a clear statement (for example by email or letter). Sending the statement before the period expires is sufficient. You may use the following model, but you do not have to:
To Monika Hüpfel-Ratschiner, Holzgasse 133, 3400 Klosterneuburg, Austria, info@moclarach.com:
I/We hereby withdraw from my/our contract for the purchase of the following goods: …
Ordered on / received on: …
Name and address of consumer(s): …
Date: …
Signature of consumer(s), only if submitted on paper: …
Refunds
For statutory withdrawal, we will reimburse all payments received, including the cost of standard delivery, without undue delay and no later than 14 days after receiving your withdrawal statement. Additional costs for a more expensive delivery option are not reimbursed. We may withhold reimbursement until we receive the goods or evidence of their return, whichever occurs first.
Reimbursement details:
- Refunds are issued to the original payment method
- The statutory reimbursement deadline applies; no approval of withdrawal is required
- Your bank or payment provider may require additional time
- For questions about your reimbursement, please contact:
