Returns, refunds and disputes

1 · Cancelling an order before it ships

Write to support@jahnlederwaren.shop with your order reference. If the parcel has not yet been handed to the carrier we cancel it and refund the full amount, including any delivery charge, with no deduction and no cancellation fee. There is no charge for cancelling at any point before dispatch.

For a bespoke cut, cancellation is free until we begin cutting. We always confirm in writing before starting, so you will know when that point is reached. After cutting has started, a made-to-measure panel cannot be resold and the agreed price stands.

2 · Returning goods you have received

Every stock item can be returned within 14 days of delivery under your statutory right of withdrawal. You do not need to give a reason, and you do not need our permission first — although telling us first makes it faster.

The process

1. Email support@jahnlederwaren.shop (or write to the postal address below) within 14 days of delivery, quoting your order reference. See the model withdrawal form if you would like a template.
2. We confirm the return address, normally within one working day.
3. Pack the item so it travels flat or rolled as it arrived, and send it back within 14 days of that notice. Keep your proof of posting.
4. We inspect on arrival and refund as described in section 3.

Return address: Jahn-Lederwaren GmbH, Dischingerweg 19, 72070 Tübingen, Germany.

Who pays the return postage

You do, when you are exercising the right of withdrawal — this is what German law provides. We pay it when the goods are faulty, damaged in transit, or not what you ordered; in those cases we send a prepaid label or reimburse the postage you paid.

Condition

Handle the item as you would in a shop. Unrolling a mat on your desk to see whether it fits is fine. Cutting it, gluing it, treating it with a product of your own or using it for several weeks is not, and we may deduct the diminished value in that case. We tell you the amount and the reason before we deduct anything.

3 · Refunds

4 · Exchanges

We do not run a formal exchange scheme, because a size swap is faster as a return plus a fresh order. If a mat is the wrong size, tell us — we will place the replacement on hold so it does not sell out while the first one travels back.

5 · Faulty, damaged or wrong goods

Statutory rights for defective goods run for two years from delivery under German law. If a piece arrives damaged, has a manufacturing fault, or is simply not what you ordered, write to us with a photograph. We repair, replace or refund at your choice where the law gives you that choice, and we pay the return postage.

Natural variation is not a fault: grain, tone, healed scars and the darker burnished edge differ between hides, and the material notes describe them. Colour transfer and behaviour around heat and moisture are also described there, and the same page states the ±3 mm cutting tolerance.

6 · Items that cannot be returned

• Bespoke cuts — made to your measurements, excluded under §312g Abs. 2 Nr. 1 BGB. You confirm this separately before we start.
• Care products once the seal is broken — excluded for hygiene reasons under §312g Abs. 2 Nr. 4 BGB. Unopened, they can be returned.

Nothing else on this site is excluded.

7 · If we disagree

1. Write to us first. support@jahnlederwaren.shop or +49 1601984639. We acknowledge complaints within one working day and aim to resolve them within five.
2. Escalate in writing. If the first answer does not settle it, reply asking for the matter to be reviewed by the business owner, and we will respond in writing within ten working days.
3. European ODR platform. The European Commission provides an online dispute resolution platform at https://ec.europa.eu/consumers/odr.
4. Consumer arbitration (VSBG). We are neither obliged nor willing to participate in dispute resolution proceedings before a consumer arbitration board. This does not limit your right to go to court.

If you paid by card and believe something has gone wrong, please contact us before asking your bank to reverse the payment. Almost every case is a delivery question we can answer the same day, and a reversal started before we have had a chance to look at it takes longer to resolve for everyone.

8 · Delivery costs for reference

Full detail on shipping and delivery. All prices on this site are in EUR and include German VAT.