Return Policy
Last Updated: January 2025
1. Introduction
At Mobilitysselbowi, we are committed to your satisfaction with our products and services. This Return Policy outlines the terms and conditions under which you may return products purchased from our website at mobilitysselbowi.ddd. We strive to make the return process as straightforward and transparent as possible while complying with Austrian consumer protection laws and European Union regulations, including the Consumer Rights Directive (2011/83/EU).
Please read this Return Policy carefully before making a purchase. By placing an order on our website, you acknowledge that you have read, understood, and agree to be bound by this Return Policy in conjunction with our Terms of Use and Privacy Policy.
2. Your Right of Withdrawal (Cooling-Off Period)
2.1 Statutory Right
In accordance with the Austrian Consumer Protection Act (Konsumentenschutzgesetz) and the EU Consumer Rights Directive, consumers have the right to withdraw from a distance sales contract within 14 days without giving any reason. This is commonly known as the "cooling-off period" or "right of withdrawal."
2.2 Withdrawal Period
The withdrawal period is 14 calendar days from the day on which you or a third party designated by you (other than the carrier) takes physical possession of the goods. If you have ordered multiple items in one order that are delivered separately, the withdrawal period begins on the day you receive the last item. For contracts consisting of regular deliveries of goods over a defined period, the withdrawal period begins on the day you receive the first delivery.
2.3 How to Exercise Your Right of Withdrawal
To exercise your right of withdrawal, you must inform us of your decision to withdraw from the contract by making an unequivocal statement. You may use any of the following methods:
Email: Send a withdrawal notification to customer@mobilitysselbowi.world with your order number, name, delivery address, and a clear statement of your intention to withdraw.
Postal Mail: Send a written withdrawal notice to:
Mobilitysselbowi
Währinger Gürtel 18-20
1090 Vienna, Austria
Phone: Contact us at +43 1 40400 0 during business hours to declare your withdrawal verbally. We will send you confirmation of receipt of your withdrawal.
To meet the withdrawal deadline, it is sufficient that you send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired. We will send you an acknowledgment of receipt of your withdrawal notification promptly via email.
2.4 Effects of Withdrawal
If you withdraw from the contract, we will reimburse all payments received from you, including the costs of standard delivery (but not any supplementary costs resulting from your choice of a delivery method other than the least expensive standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we receive notification of your decision to withdraw.
We will make the reimbursement using the same payment method 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 the reimbursement. We may withhold reimbursement until we have received the returned goods or until you have supplied evidence of having sent back the goods, whichever is earliest.
3. Returning Products
3.1 Return Shipping
You must send back the goods or hand them over to us at the address provided below without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from the contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.
Return Address:
Mobilitysselbowi
Währinger Gürtel 18-20
1090 Vienna, Austria
3.2 Cost of Return Shipping
You will bear the direct cost of returning the goods unless we have agreed to bear those costs. For returns within Austria, the estimated cost of return shipping is approximately €5-10 depending on the shipping method and package weight. For returns from other EU countries, costs may vary.
If you exercise your right of withdrawal, you are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the goods. In other words, you may examine the product as you would in a physical store, but you must not use or consume it.
3.3 Condition of Returned Products
To be eligible for a return and full refund, products must be:
- Unused, unopened, and in their original condition
- In the original packaging with all labels, seals, and protective materials intact
- Accompanied by all accessories, manuals, and documentation that came with the product
- Free from any signs of use, damage, or alteration
Due to the nature of dietary supplements and hygiene considerations, we cannot accept returns of products that have been opened, used, or where the seal has been broken, except in cases of defective or damaged products (see Section 5 below).
3.4 Return Packaging
Please ensure that returned products are securely packaged to prevent damage during transit. We recommend using tracked shipping services and retaining proof of postage. We are not responsible for items lost or damaged during return shipping. Risk of loss or damage passes to us when we receive the returned goods.
4. Refund Process
4.1 Refund Timeline
Once we receive and inspect your returned product, we will send you an email notification confirming receipt and informing you of the approval or rejection of your refund. If approved, your refund will be processed within 14 days of receiving the returned goods or proof of return shipment.
4.2 Refund Method
Refunds will be issued using the same payment method you used for the original purchase. If this is not possible for technical reasons, we will contact you to arrange an alternative refund method. The refund amount will include the purchase price of the returned product(s) and standard shipping costs (if applicable under your right of withdrawal).
4.3 Processing Time
After we process your refund, please allow additional time for the refund to appear in your account. The exact timing depends on your payment provider's processing times:
- Credit/Debit Cards: 5-10 business days
- PayPal: 3-5 business days
- Bank Transfer: 3-7 business days
If you have not received your refund within the expected timeframe, please first check your bank account or contact your payment provider. If you still have not received your refund, please contact us at customer@mobilitysselbowi.world.
5. Defective or Damaged Products
5.1 Legal Guarantee
In addition to your right of withdrawal, you have legal rights under the statutory guarantee (legal warranty) for defective goods. Under Austrian and EU law, we are liable for any lack of conformity that exists at the time of delivery and becomes apparent within two years from delivery.
5.2 Reporting Defects
If you receive a product that is defective, damaged, or does not match the description, please contact us immediately and within a reasonable time after discovering the defect. We recommend reporting defects within 2 months of discovery to preserve your rights. Please provide:
- Your order number and date of purchase
- A detailed description of the defect or damage
- Photographs clearly showing the defect or damage
- Any relevant documentation or evidence
5.3 Remedies for Defective Products
If a product is defective or does not conform to the contract, you are entitled to the following remedies in order of priority:
Repair or Replacement: You may request that we repair the defective product or provide a replacement free of charge. We will choose the most appropriate remedy unless your preferred remedy is impossible or would impose disproportionate costs on us.
Price Reduction or Contract Termination: If repair or replacement is not possible, not completed within a reasonable time, or causes significant inconvenience to you, you may request a proportionate price reduction or terminate the contract and receive a full refund.
5.4 Return Shipping for Defective Products
If a product is defective or damaged due to our error, we will bear all costs associated with the return, including return shipping costs. We will provide you with a prepaid return label or reimburse your return shipping costs upon receipt of proof of postage.
6. Exceptions to the Right of Withdrawal
In accordance with Article 16 of the EU Consumer Rights Directive and Austrian law, the right of withdrawal does not apply to the following types of contracts:
- Products that have been unsealed after delivery and are not suitable for return due to health protection or hygiene reasons (this includes dietary supplements once the seal has been broken)
- Products that are clearly personalized or made to your specifications
- Products that can deteriorate or expire rapidly
- Sealed products that were unsealed after delivery and cannot be returned for health or hygiene reasons
Please note that while you have the right to withdraw from unopened products within 14 days, once you open and use a dietary supplement, the right of withdrawal no longer applies unless the product is defective.
7. Exchanges
We do not offer direct product exchanges. If you wish to exchange a product for a different item, you must return the original product in accordance with this Return Policy and place a new order for the desired product. Once we receive and process your return, you will receive a refund, and you can then purchase the alternative product.
If you received a defective product and wish to receive a replacement of the same product, please contact our customer service team, and we will arrange a replacement shipment at no additional cost to you.
8. Non-Returnable Items
The following items cannot be returned unless they are defective or damaged:
- Products with broken seals or that have been opened and used
- Products without original packaging or with damaged packaging due to customer handling
- Products that show signs of use, wear, or alteration
- Products returned more than 14 days after delivery (except for defective products covered by the legal guarantee)
- Products purchased from third-party retailers or unauthorized sellers
9. Cancellation Before Shipment
If you wish to cancel your order before it has been shipped, please contact us immediately at customer@mobilitysselbowi.world or +43 1 40400 0. If we have not yet processed your order for shipment, we will cancel it and issue a full refund. Once an order has been shipped, the standard return procedures outlined in this policy will apply.
10. International Returns
For customers located outside Austria but within the European Union, the same return rights and procedures apply. The 14-day withdrawal period and legal guarantee provisions are harmonized across the EU under the Consumer Rights Directive.
For returns from outside the EU (if applicable), please contact our customer service team for specific instructions. Additional customs duties, taxes, or fees may apply, and return shipping costs may be higher. We recommend using tracked and insured shipping services for international returns.
11. Refusal of Delivery
If you refuse delivery of a package without a valid reason, we reserve the right to charge you for the shipping costs incurred. If you have a valid reason for refusing delivery (such as receiving a damaged or incorrect package), please contact us immediately so we can resolve the issue.
12. Contact Information for Returns
If you have any questions about our Return Policy or need assistance with a return, please contact us:
Email: customer@mobilitysselbowi.world
Phone: +43 1 40400 0
Business Hours: Monday to Friday, 9:00 AM to 5:00 PM (Central European Time)
Return Address:
Mobilitysselbowi
Währinger Gürtel 18-20
1090 Vienna, Austria
13. Dispute Resolution
13.1 Customer Service
We are committed to resolving any issues or concerns you may have regarding returns or refunds. If you are dissatisfied with how we have handled your return, please contact our customer service team, and we will work with you to find a satisfactory solution.
13.2 Alternative Dispute Resolution
If we are unable to resolve your complaint through our internal customer service procedures, you may have the right to use alternative dispute resolution (ADR) mechanisms. In Austria, consumers can contact the Internet Ombudsman (internet-ombudsmann.at) for assistance with online purchase disputes.
13.3 Online Dispute Resolution Platform
The European Commission provides an Online Dispute Resolution (ODR) platform for consumers to resolve disputes with online traders. You can access the ODR platform at ec.europa.eu/consumers/odr. While we are committed to resolving disputes amicably, you have the right to use this platform if needed.
14. Changes to This Return Policy
We reserve the right to update or modify this Return Policy at any time to reflect changes in our practices, legal requirements, or business operations. When we make material changes, we will update the "Last Updated" date at the top of this policy and notify you through our website or via email if appropriate. Your continued use of our services after such changes constitutes acceptance of the updated Return Policy.
The Return Policy in effect at the time of your purchase will govern your return rights for that specific order. We recommend reviewing this policy before making a purchase and saving a copy for your records.
15. Legal Rights
This Return Policy does not affect your statutory rights under Austrian and European Union consumer protection laws. Nothing in this policy limits or excludes any legal rights you may have as a consumer, including rights under the Consumer Rights Directive, the Austrian Consumer Protection Act, or other applicable legislation.
If any provision of this Return Policy is found to be invalid or unenforceable under applicable law, such provision shall be modified to the minimum extent necessary to make it valid and enforceable, or if such modification is not possible, it shall be severed from this policy. The remaining provisions shall continue in full force and effect.
16. Additional Information
16.1 Proof of Purchase
Please retain your order confirmation email and any shipping documentation as proof of purchase. You will need to provide your order number when initiating a return or contacting customer service about your order.
16.2 Return Tracking
We strongly recommend using a tracked shipping service when returning products and retaining proof of postage. While we process returns promptly upon receipt, we cannot be held responsible for packages lost in transit. Tracking information helps us locate your return and expedite the refund process.
16.3 Inspection of Deliveries
We encourage you to inspect your order upon delivery. If you notice any damage to the packaging or if the package appears to have been tampered with, please note this with the delivery carrier and contact us immediately. Taking photographs of damaged packaging can help support any claims for damaged goods.
17. Acknowledgment
By placing an order on our website, you acknowledge that you have read, understood, and agree to this Return Policy. If you do not agree with any part of this policy, please do not make a purchase. If you have any questions or concerns about this policy before making a purchase, please contact us for clarification.