Refund policy

Refund & Returns Policy

Last updated: 17 August 2026

We want you to be 100% happy with your purchase. If you're not, we're here to help.

1. Your statutory right to cancel (14 days)

If you are a consumer, you have the right to cancel your order within 14 days of receiving your goods, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. To exercise this right, notify us clearly (e.g. by email) before the 14-day period expires.

Blockhütte GmbH
Email: info@blockhuette.net
Phone: +49 40 87408266
Address: Raboisen 32, 20095 Hamburg, Germany

Effects of cancellation: you receive a full refund, including the standard delivery cost. You must return the goods within 14 days of cancellation. We may withhold the refund until the goods are received or you have supplied evidence of having sent them back.

Note: by law, this cancellation right does not cover personalised products, and our voluntary 60-day guarantee does not cover them either.

2. Our 60-day money-back guarantee — try it properly

On top of your legal rights, we offer a voluntary 60-day money-back guarantee.

  • You have 60 days from delivery to return your product for a refund.

  • Use it first. The 60 days are for trying the product in everyday life — packed lunches, dishwasher, school bag. A used product is a tested product. No quibbles.

  • Engraved and personalised products are excluded: they are made to your order. Your statutory rights if an item is faulty or not as described are unaffected, and if we engrave differently from what you ordered we put it right.

  • Returns are free on orders over £49 — contact us first and we'll organise the return with you. On orders under £49, return postage is yours (unless the item is faulty).

  • Please include your order number.

3. Refund process

Once your return arrives and is checked, we'll email you. Approved refunds go back to your original payment method within 5–10 working days.

4. Exchanges

We don't offer direct exchanges. Return the item and place a new order — that's the fastest way to get the right one.

5. Faulty or damaged items

If your item arrives damaged or develops a defect, tell us as soon as you can — with a photo and a short description. We'll arrange a free replacement or a refund. Your rights under the Consumer Rights Act 2015 apply in full.

6. Return address

Please contact us before sending anything back — we'll confirm the best way:

Blockhütte GmbH – Returns
Raboisen 32
20095 Hamburg
Germany

7. What we can't accept

  • Returns beyond 60 days of delivery

  • Products that are incomplete (missing parts)

  • Engraved and personalised products, unless faulty or engraved differently from your order

8. Contact

Email: info@blockhuette.net
Phone: +49 40 87408266 (English spoken)
Mon–Fri 8:00–16:00 (UK time)

Legal notes: Your statutory rights are not affected. This policy is governed by UK law. If any part of this policy is held to be invalid, the remaining provisions remain in full force.