Effective Date: September 2, 2026
At wanderproduce.com, we want our customers to have a clear and straightforward purchasing experience. This Return & Refund Policy explains the process for returns, refunds, cancellations, and defective or damaged products.
The Website is operated by:
Backpack Wander GmbH
Kolonnenstraße 8
10827 Berlin
Germany
Email: [email protected]
Phone: +49 172 8137111
1. Right of Withdrawal for Consumers
If you are a consumer in the European Union, you may have a statutory right of withdrawal from certain distance contracts.
Unless a statutory exception applies, consumers generally have the right to withdraw from a purchase within 14 days without giving a reason.
The withdrawal period generally begins on the day on which you, or a third party designated by you other than the carrier, receive the goods.
Where an order consists of multiple goods delivered separately, the withdrawal period may begin when the last goods are received, subject to applicable law.
Nothing in this policy limits any mandatory consumer rights provided by applicable law.
2. How to Exercise the Right of Withdrawal
To exercise your statutory withdrawal right, contact us before the applicable withdrawal period expires.
Please send your request to:
Email: [email protected]
Please include:
- Your full name
- Order number
- Product(s) concerned
- Date of purchase
- A clear statement that you wish to withdraw from the purchase
You may use your own wording. No specific form is required unless otherwise required by applicable law.
After notifying us of your withdrawal, you should return the goods without undue delay and within the period required by applicable law.
3. Condition of Returned Products
Customers should handle and inspect products with reasonable care.
Where legally permitted, products should be returned in their original condition and packaging, together with any accessories, manuals, or other materials supplied with the product.
Where the value of goods has been diminished because they were handled beyond what is necessary to establish their nature, characteristics, and functioning, we may have the right to claim compensation for the diminished value as permitted by applicable law.
This does not affect mandatory consumer rights.
4. Return Shipping Costs
For a statutory withdrawal, the customer is generally responsible for the direct cost of returning the goods unless:
- We have agreed to bear those costs; or
- Applicable law requires us to bear them.
For defective, damaged, incorrect, or otherwise non-conforming products, customers should contact us before returning the item so that we can provide appropriate instructions.
We do not recommend sending products to an address that has not been confirmed by our customer service team.
5. Return Procedure
To request a return, contact:
Please provide your order number and explain the reason for the return.
We will review the request and provide the appropriate return instructions, including the applicable return address where required.
Do not send a return to the company's registered office unless our customer service team specifically instructs you to do so.
6. Refunds
For valid cancellations or returns, refunds will generally be made using the same payment method used for the original transaction, unless otherwise agreed with you or another lawful method is required.
Where a consumer exercises a statutory right of withdrawal, we will process the refund within the period required by applicable law.
We may generally withhold reimbursement until we have received the returned goods or until you provide evidence that the goods have been returned, whichever occurs first, where permitted by law.
Where applicable, reimbursement may include the standard delivery cost paid for the original shipment. Additional costs resulting from choosing a more expensive delivery method than the least expensive standard delivery option may not be refundable, where permitted by law.
7. Defective, Damaged, or Incorrect Products
If you receive a product that is damaged, defective, incorrect, or does not conform to the purchase contract, please contact us as soon as reasonably possible at:
Please provide:
- Order number
- Description of the problem
- Photographs where relevant
- Any other information reasonably required to assess the issue
Your statutory consumer rights relating to defective or non-conforming goods remain unaffected.
8. Exchanges
We generally do not provide direct product exchanges.
If you wish to purchase a different product, we may ask you to return the original product and place a new order.
This does not limit any statutory rights you may have regarding defective or non-conforming goods.
9. Non-Returnable Products and Statutory Exceptions
Certain goods may be excluded from the statutory right of withdrawal where an applicable legal exception applies.
Depending on the circumstances, exceptions may include goods:
- Made to the consumer's specifications or clearly personalized;
- That are liable to deteriorate or expire rapidly;
- That are sealed for health or hygiene reasons and have been unsealed after delivery, where applicable;
- That become inseparably mixed with other goods after delivery, where applicable; or
- Falling within another statutory exception under applicable law.
Any applicable exception will be communicated where required.
10. Cancellation Before Dispatch
If you wish to cancel an order before it has been dispatched, contact us as soon as possible at:
We will make reasonable efforts to accommodate the cancellation where the order has not yet entered the fulfillment or shipping process.
If the order has already been dispatched, the applicable return or withdrawal process may apply.
11. Refund Timing
Once an eligible return has been received and processed, we will initiate the applicable refund within the timeframe required by law or the applicable return arrangement.
The time required for the refunded amount to appear in your account may depend on your bank, card issuer, or payment provider.
12. Contact Information
For questions about returns, refunds, cancellations, defective products, or this policy, contact:
Backpack Wander GmbH
Kolonnenstraße 8
10827 Berlin
Germany
Email: [email protected]
Phone: +49 172 8137111
We aim to respond to customer inquiries as promptly as reasonably possible.
13. Changes to This Policy
We may update this Return & Refund Policy from time to time.
Any updated version will be published on this page with a revised effective date.
Your statutory consumer rights will not be reduced by any changes to this policy.