1. Cancellation and withdrawal rights and consequences for consumers

 

1.1. Introduction
Consumers are entitled to a right of withdrawal according to the following stipulations, whereby a consumer is any natural person who concludes a legal transaction for purposes that can predominantly neither be attributed to their commercial nor their self-employed professional activity:

 

1.2.   You have the right to withdraw from this contract within fourteen days without giving any reason. The cancellation period is fourteen days from the day on which you or a third party named by you who is not the carrier took possession of the goods.

 

1.3.   In order to exercise your right of withdrawal, you must inform us of your decision to withdraw from this contract by means of a clear statement (e.g. a letter sent by post, fax or email). You can use the sample cancellation form below, although this is not mandatory.

 

1.4.   To meet the cancellation deadline, it is sufficient for you to send the communication regarding your exercise of the right of cancellation before the cancellation period has expired.

 

1.5.   Consequences of revocation

If you cancel this contract, we will refund to you all payments received from you, including delivery costs (except for any additional costs arising from you choosing a method of delivery other than the cheapest standard delivery offered by us have to be repaid immediately and at the latest within fourteen days from the day on which we clearly received the declaration of withdrawal. For this repayment we use the same payment method that you used for the original transaction, unless something different was expressly agreed with you; under no circumstances will you be charged any fees as a result of this repayment.

We may refuse repayment until we have received the returned goods or until you have provided proof that you have returned the goods, whichever is earlier.

You must return or hand over the goods to us immediately and in any case no later than fourteen days from the day on which you inform us of the cancellation of this contract. The deadline is met if you send back the goods before the period of fourteen days has expired.

Unless otherwise agreed with the seller, the goods will be returned in the complete original packaging and via the transport route specified by the seller.

In principle, the seller bears the costs for the return transport of orders whose original delivery address is within Austria. The seller only bears the full costs for the return if the return transport is also organized by the seller and the consumer does not increase the costs for the return transport through his actions or fault. At QUQON The buyer bears the costs of returning RE-NEW products.
Customers who do not live in Austria always bear the entire direct costs of the return.

The consumer is only liable for any loss in value of the goods if this loss in value is due to handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

 

1.6.   Exclusion or premature expiry of the right of withdrawal

The right of withdrawal does not apply to contracts for the delivery of goods that are not prefabricated and for the production of which an individual selection or determination by the consumer is decisive or which are clearly tailored to the personal needs of the consumer. This also applies to all “QUQON Eiderdown” products with eiderdown filling, as these are made specifically to customer requirements.

 

1.7.   The goods must be returned in a new and hygienic condition and must not have any contamination or damage. The goods must also be unwashed. If the goods are not in perfect condition or are dirty and/or washed when they reach the seller, the consumer must pay for any contamination and damage or reduction in value. The consumer's right to provide proof that the goods were handed over to the carrier (forwarding or parcel service) in perfect condition and that the reduction in value occurred during transport despite sufficient packaging remains unaffected.

 

1.8.   The return of the goods must be completed by the consumer within 14 days from the time of receipt of the written cancellation. The return of the goods is considered complete when the goods have been handed over to a shipping company or a parcel service and are therefore in transit. If this deadline is exceeded, the revocation is considered invalid. The consumer can then exercise a new revocation if possible, provided that he is within the applicable period.

 

1.9.   Customers who do not live in Austria and/or the original delivery address is not in Austria always bear the entire return shipping costs. Regardless of the product and the return transport method chosen. (parcel service, post office, etc.)

 

1.10.                   At our QUQON For new customers* with delivery addresses in Austria and Germany, we grant mattresses an additional, voluntary right of return for a total of 101 nights (102 days) in addition to the legally agreed cancellation periods. Excluded from the 101 nights are custom-made products (e.g. 165x195cm), mattresses made specifically for the customer's wishes, QUQON RE-NEW mattresses as well QUQON Baby mattress and QUQON Children's mattress. Within this time we will collect the mattress free of charge from the original delivery address (Austria). The customer must arrange the pickup date himself with the shipping company. If the customer is not at home on the agreed day or otherwise prevents a successful collection, he or she must pay the costs of a further visit by the shipping company. Customers who do not live in Austria bear the direct costs of returning the goods.
*New customers are those customers who place an order for the first time and use personal information such as name, delivery address, email address and telephone number that have not been used for any other order. If a customer is not considered a new customer according to this definition, they are not entitled to the extended right of return of 101 nights.

 

1.11.                   For the following products, we grant new customers* with delivery addresses in Austria and Germany a total of 30 nights (31 days) of additional, voluntary return rights in addition to the legally agreed cancellation periods.
- QUQON Children's mattress
- QUQON Baby mattress
- QUQON Visco-Topper
Excluded from the 30 nights are custom-made products (e.g. 165x195cm), mattresses made specifically for the customer's wishes, QUQON RE-NEW mattresses as well QUQON Baby mattress and QUQON Children's mattress. Within this time we will collect the mattress free of charge from the original delivery address (Austria). The customer must arrange the pickup date himself with the shipping company. If the customer is not at home on the agreed day or otherwise prevents a successful collection, he or she must pay the costs of a further visit by the shipping company. Customers who do not live in Austria bear the direct costs of returning the goods. The topper will be returned by mail in the original packaging. Customers who do not live in Austria bear the direct costs of returning the goods and must organize the return themselves.
*New customers are those customers who place an order for the first time and use personal information such as name, delivery address, email address and telephone number that have not been used for any other order. If a customer is not considered a new customer according to this definition, there is no entitlement to the extended right of return of 30 nights.

 

1.12.                   The goods must be returned in a new, unwashed and hygienic condition and must not show any contamination, signs of wear or damage. If the goods are not in perfect condition when they reach the seller, the consumer must pay for the resulting reduction in value. 

 

1.13.                   In principle, the consumer is obliged to use the original packaging of the goods to ensure that the goods are sufficiently packaged for return shipping. If the original packaging for mattresses (original film) is no longer available, the seller will send you a new film for packaging, which costs €15. The consumer can also use other packaging, but must ensure that it is sufficient and appropriate. If damage occurs during transport due to inadequate packaging by the consumer, the consumer must pay for the resulting damage.

 

1.14.                   If the consumer's order contains several products and the consumer uses his right of return for the first time, any further voluntary, additional right of return of all other products in this order automatically expires. This does not affect any statutory right of withdrawal of all products.

 

 

 

Declaration of withdrawal / declaration of revocation

An die Firma EasySleep GmbH, E-Mail: office@quqon.com

I/we hereby revoke the contract concluded by for the article …………………, which I/we ordered on …………………..….. on ………………….. . have received.

The repayment will be made to the payment method I used or the following
Account……………….………………………………….

Name of the consumer(s) ………………………….….………

Address …………………………………………………..………

Date, signature ……………………………………………….

 

 

Return process:

As soon as the withdrawal has been reported to customer support as above, they will contact the customer. The process for returning products differs depending on their size.

Return of unpacked mattresses and mattresses in their original packaging with a width of 170 cm and above: To return the products, they must be repackaged if they were unpacked by the customer after purchase. In order to repackage the products, the original packaging film is required. If this has not been canceled by the customer, the seller will provide a new film. This costs €15 (flat rate). This will be sent to the address provided during purchase. If more than one additional packaging film is required per product due to the buyer's fault, additional costs for materials and transport must be borne by the customer. As soon as the customer has a suitable packaging film available, the products must be packed with it and prepared carefully and conscientiously for transport. The customer does not have to note an address or anything similar on the products. Corresponding shipping labels will be taken by the shipping company that picks up the mattress. (If the customer returns more than just one mattress, he must combine them into one transport item.)
As soon as the products are ready for collection, the customer must contact customer support. This commissions a shipping company to carry out the return transport and arrange a collection date directly with the customer by telephone. The seller has nothing to do with the appointment for collection or the process. If there are any problems, the customer must contact the shipping company directly. As soon as the products have been handed over to the shipping company, the customer has done everything necessary. It is advisable for the customer to either record the conscientious packaging and the perfect condition of the returned products with photos, or to have the person collecting them sign this perfect condition. In this way, the customer protects himself from possible transport damage that the freight forwarder accuses the customer of. The return products will now be brought back to the seller by the shipping company.

Returning pillows, duvets, bed linen, slatted frames, toppers and other accessories as well as mattresses still in their original packaging with a width of less than 170 cm: To return the products, they must be repackaged if they were unpacked by the customer after purchase. In order to repackage the products, the original packaging material including cardboard and foil is required. The customer will receive a shipping label for the return from customer support by email, which must be printed out by the customer and affixed to the outer packaging of the return package in a clearly visible manner. Previous shipping labels must be clearly defaced or removed. The package then just needs to be taken to a suitable post office.

Replacing the mattress with a different weight regulator: After the purchased mattress has been exchanged free of charge for one with a different weight regulator or firmness level, you will no longer have the opportunity to return or exchange the mattress within the extended return period of 101 nights.

 

Stand 01/2023