Return and Refund Policy

Last updated: 18 August 2026

We want your HIT AND HOPE order to arrive as expected. This policy explains statutory withdrawal rights, voluntary return handling, refunds and defective or incorrect products. Mandatory consumer rights remain unaffected.

1. Contact

For a return, withdrawal, refund or product issue, contact info@treesmosphere.at and include your order number and the email address used for the order. For damaged, defective or incorrect products, photos of the item and packaging can help us resolve the issue quickly.

2. 14-day right of withdrawal

If you are a consumer entitled to the statutory EU/EEA distance-selling right of withdrawal, you generally have 14 days to withdraw from your purchase without giving a reason.

For goods, the period generally begins on the day you or a third party designated by you, other than the carrier, receives the goods. Where multiple goods from one order are delivered separately, the period generally begins when the final relevant delivery is received.

To exercise the right, send us a clear statement that you wish to withdraw before the deadline. Email is sufficient. You may also use the model withdrawal form below.

3. Return address

Unless we provide different instructions for a specific return, returns should be sent to:

TREESMOSPHERE Vertriebs GmbH
Gewerbestraße 9
5550 Radstadt
Austria

Contacting us before sending the parcel is strongly recommended so that we can identify the return and provide any necessary instructions. This recommendation does not restrict a statutory right of withdrawal.

4. Condition of returned goods

You may inspect goods to the extent reasonably necessary to establish their nature, characteristics and functioning. You can be responsible for diminished value caused by handling beyond what is necessary for that inspection.

Please return goods clean, securely packaged and, where reasonably possible, with their original tags and packaging. Wearing, washing, damaging or materially altering a product beyond reasonable inspection can result in a deduction for diminished value where permitted by law.

5. Return shipping costs

For a normal change-of-mind withdrawal, the direct cost of returning the goods is borne by the customer where permitted by law and where the customer was properly informed of this before purchase.

If goods are faulty, damaged, incorrect or otherwise non-conforming, return or remedy costs are handled in accordance with statutory rights and will not be charged to the consumer where the law requires the seller to bear them.

6. Refund after withdrawal

For a valid statutory withdrawal, we refund payments received for the returned purchase, including the cost of the least expensive standard delivery option offered for the original order where required by law. Extra delivery costs resulting from a more expensive delivery method chosen by the customer do not have to be refunded where the law permits.

We can withhold reimbursement until we have received the returned goods or you provide evidence that they have been sent back, whichever occurs first, where permitted by law.

Refunds are generally made using the same payment method used for the original transaction unless otherwise agreed. Payment providers can require additional processing time after a refund has been issued.

7. Defective, damaged or incorrect goods

Please inspect your order after delivery. If an item is defective, damaged, incorrect or not as described, contact us as soon as reasonably possible.

Statutory remedies apply. Depending on the circumstances and applicable law, this can include repair, replacement, price reduction or refund. Statutory legal-guarantee rights are not limited by this policy.

8. Exceptions to the right of withdrawal

The statutory right of withdrawal can be excluded for certain categories of goods where the legal requirements are met, including goods made to customer specifications or clearly personalised.

A hygiene-related exclusion applies only where the specific statutory requirements for that exclusion are satisfied. Opening ordinary packaging does not automatically eliminate statutory withdrawal rights.

9. Exchanges

If you want a different size or product, contact us. Depending on stock and the circumstances, the fastest solution may be to return the original product and place a new order.

10. Business orders

Dealer, wholesale, pro-shop, tournament and other B2B orders may be governed by separately agreed written terms. Statutory consumer withdrawal rules do not apply to a purchase made as a business where the purchaser is not acting as a consumer.

11. Model withdrawal form

If you wish to withdraw from the contract, you may use the following form:

To: TREESMOSPHERE Vertriebs GmbH, Gewerbestraße 9, 5550 Radstadt, Austria; info@treesmosphere.at

I/We hereby withdraw from the contract concluded by me/us for the purchase of the following goods:

Goods:

Ordered on / received on:

Name of consumer(s):

Address of consumer(s):

Date:

Signature of consumer(s) (only if this form is submitted on paper):

12. Questions

For questions about returns or refunds, contact info@treesmosphere.at.