Widerrufsrecht

OVERVIEW
Every eragoya item is printed individually with the photograph and the name you supply. Nothing is held in stock and no two items are the same. This policy explains when an order can be cancelled, when it can be returned, and what we do if something is wrong with it. Nothing in this policy limits the rights you have as a consumer under mandatory Austrian or EU law.

SECTION 1 - NO RIGHT OF WITHDRAWAL FOR PERSONALISED ITEMS
Under Article 16(c) of Directive 2011/83/EU and §18(1)(3) of the Austrian Fern- und Auswärtsgeschäfte-Gesetz (FAGG), the 14-day right of withdrawal does not apply to goods that are made to the consumer's specifications or are clearly personalised.
Every item we sell is made to your specification and is clearly personalised with the photograph and the name you supply. Once you have approved your design and placed your order, you therefore have no right to withdraw from the contract, and the order cannot be cancelled or returned because you changed your mind, chose the wrong size, or no longer want the item.
Please check your design, size and colour carefully before you order. By placing your order you confirm that you have been informed of this before being bound by the contract.

SECTION 2 - YOUR STATUTORY WARRANTY IS UNAFFECTED
Section 1 does not limit your rights if something is wrong with the item. For two years from delivery you may claim under statutory warranty (Gewährleistung) if:
- the print does not match the design you approved
- the item arrives damaged, faulty, or with a printing defect
- you received the wrong size, colour or product
Contact us at hello@eragoya.com with your order number and a photograph of the problem. If the item is defective we will reprint it or refund you, at no cost to you.
Please do not send anything back before contacting us. In most cases we do not need the item returned. If we do need it, we will tell you where to send it and send you a prepaid return label, so return postage is never at your expense. Items sent back without agreeing this with us first cannot be processed and may not reach us.

SECTION 3 - DAMAGE IN TRANSIT AND WRONG ITEMS
Please inspect your order on arrival and contact us as soon as possible if it is damaged, defective, or not what you ordered.
Risk passes to you when the parcel is delivered to you or to someone you have designated to receive it, not when we hand it to the carrier. A parcel lost or damaged in transit before that point is our responsibility, not yours. Photographs of the packaging and the item help us settle it with the carrier quickly.

SECTION 4 - CANCELLATION BEFORE PRODUCTION STARTS
We submit each order to our print partner by hand, so there is a short window after ordering before printing begins. This is a goodwill offer and not a statutory right. If you contact us at hello@eragoya.com quickly, we will cancel your order and refund it in full provided production has not started. We cannot promise this — it depends on when you write.

SECTION 5 - REFUNDS
Where a refund is due, we refund to your original payment method. We will do so without undue delay and in any case within 14 days of accepting the claim. Depending on your bank or card issuer it may take a few days longer for the amount to appear on your statement.
If more than 14 days have passed since we confirmed your refund and you have not received it, contact us at hello@eragoya.com.

SECTION 6 - CONTACT
Questions about this policy should be sent to hello@eragoya.com.
eragoya
Viktor Oskar Gehringer
Mühlweg 29
2102 Hagenbrunn
Austria