Legal
Returns & Right of Withdrawal
Your Rights as a Consumer
Right of Withdrawal
As a consumer (private customer), you are entitled to a statutory right of withdrawal under the Austrian Distance and Off-Premises Contracts Act (FAGG). You may withdraw from your order within 14 days without giving any reason.
The withdrawal period begins on the day on which you, or a third party named by you (other than the carrier), takes physical possession of the goods. For orders with multiple items, the period begins upon receipt of the last item.
Notice for Business Customers (B2B)
The statutory right of withdrawal under the Austrian Consumer Protection Act (KSchG) applies exclusively to consumers (private customers). Business customers do not have a statutory right of withdrawal. However, we always strive to find a fair solution for our business customers as well — please contact us at office@khan.at.
How the Free Return Process Works
Notify withdrawal
Email us at office@khan.at with your order number and a statement that you wish to withdraw.
Pack the goods
Pack the goods securely in the original box or equivalent packaging. Please include a note with your order number.
Free return shipment
You will receive a free prepaid return label by email. You can also download and print the label directly from your order status page. Attach it to the package and drop it off at your nearest GLS ParcelShop.
Refund
Once we receive the goods, we will refund the purchase price including original shipping costs within 14 days to your original payment method.
Warranty for Defects
Independently of the right of withdrawal, you are entitled to the statutory warranty for defective goods. In the event of a defect, you may assert your claims within two years of receiving the goods.
Please notify us of any defect promptly by email to office@khan.at with photos of the damage and your order number. We will then clarify the next steps (replacement, repair, or refund).
Withdrawal Notice
Right of withdrawal
You have the right to withdraw from this contract within fourteen days without giving any reason. The withdrawal period will expire after fourteen days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.
Exercising the right of withdrawal
To exercise the right of withdrawal, you must inform us
KHAN E-Commerce GmbH
Westbahnstraße 1
A-4061 Pasching, Austria
Email: office@khan.at
Phone: +43 7221 88887
of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post or an email). You may use the attached model withdrawal form, but it is not obligatory.
To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
Effects of withdrawal
If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than fourteen days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.
We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
You shall send back the goods or hand them over to us without undue delay and in any event not later than fourteen days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of fourteen days has expired.
Returns are free of charge. You will receive a prepaid return label from us by email. The label is also available for download on your order status page.
You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
All our products are suitable for parcel delivery. Should a freight shipment exceptionally be required, the estimated return shipping costs will not exceed EUR 50.00.
Exclusions from the Right of Withdrawal
The right of withdrawal does not apply to:
- Goods made to customer specification or clearly personalised (e.g. individually embroidered or printed items)
- Sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery
As of 20 March 2026 · Legal basis: FAGG (BGBl I No. 33/2014) · ECG (BGBl I No. 152/2001)