Effective Date: July 22, 2026
Thank you for shopping with Poaknik.
We want you to be satisfied with your purchase. This Return & Refund Policy explains your rights regarding returns, refunds, exchanges, and cancellations when purchasing products from poaknik.com.
Nothing in this policy limits your statutory consumer rights under applicable European Union or German law.
1. Right of Withdrawal (EU Customers)
If you are a consumer residing within the European Union or the European Economic Area (EEA), you generally have the right to withdraw from your purchase within 14 days without providing any reason.
The withdrawal period expires 14 days after the day on which you, or a third party designated by you (other than the carrier), receives the goods.
To exercise your right of withdrawal, please contact us before the withdrawal period expires.
Email: emailus@poaknik.com
Phone: +49 69309015
You should clearly state your decision to withdraw from the purchase.
2. Return Eligibility
Returned products must meet the following conditions:
- Returned within the applicable return period
- Unused and in their original condition
- Free from damage caused after delivery
- Returned with original packaging where reasonably possible
- Include all accessories, manuals, or components originally supplied
We reserve the right to reduce the refund amount if the value of the goods has been diminished due to handling beyond what is necessary to establish their nature, characteristics, and functioning.
3. Non-Returnable Items
Unless required by applicable law, the following products may not be eligible for return:
- Personalized or custom-made products
- Products made to customer specifications
- Sealed products that are not suitable for return for hygiene or health protection reasons once unsealed
- Gift cards
- Products specifically identified as non-returnable before purchase
These limitations do not affect your statutory rights relating to defective or incorrectly supplied goods.
4. Damaged, Defective, or Incorrect Products
If you receive:
- A damaged product
- A defective product
- The wrong product
- An item with missing parts
Please contact us as soon as reasonably possible after delivery.
To help us process your request quickly, please include:
- Your order number
- A description of the issue
- Clear photographs of the product and packaging, where applicable
After reviewing your request, we may offer:
- A replacement
- A repair (where appropriate)
- A refund
- Another appropriate solution in accordance with applicable consumer protection laws
5. Return Process
To initiate a return:
- Contact our customer service at emailus@poaknik.com.
- Wait for return instructions and, where applicable, the return address.
- Securely package the item.
- Ship the item using the recommended return method.
Please do not return products without contacting us first, as this may delay processing.
6. Return Shipping Costs
If you exercise your statutory right of withdrawal for reasons other than a product defect or our error, you may be responsible for the direct cost of returning the goods, unless otherwise required by applicable law or stated during the purchase process.
If the return is due to:
- Our shipping error
- A defective product
- A damaged product
- An incorrect item received
Poaknik will bear the reasonable return shipping costs where required by law.
7. Refunds
Once we receive and inspect your returned item, we will notify you of the outcome.
If your refund is approved, it will be processed using the original payment method used for the purchase unless otherwise agreed.
Refund processing times may vary depending on your payment provider or financial institution.
Original delivery charges will be refunded where required under applicable law.
8. Exchanges
We currently offer exchanges only where appropriate and subject to product availability.
If you would like a different item, size, or model, please contact our customer service for assistance.
9. Order Cancellation
Orders may be cancelled before shipment.
If your order has already been dispatched, cancellation may no longer be possible, but you may still have the right to withdraw from the purchase in accordance with applicable law.
10. Late or Missing Refunds
If you have not received your refund:
- Check your bank account again.
- Contact your credit card provider or payment service provider.
- Contact your bank, as processing times may vary.
If you have completed these steps and still have not received your refund, please contact us.
11. Consumer Rights
Nothing in this Return & Refund Policy limits any statutory rights available to consumers under:
- European Union consumer protection legislation
- German consumer protection laws
- Any other mandatory applicable laws
Your legal rights remain unaffected.
12. Contact Us
If you have any questions regarding returns or refunds, please contact us:
Poaknik
Address
Hostatostraße 2-4
65929 Frankfurt am Main West
Germany
Phone
+49 69309015
Email
emailus@poaknik.com