thank you for your interest in our products. A substantial part of our range is manufactured only after you place your order, to your individual dimensions and specifications. Different return rules apply to these items than to our stock products. This policy explains the difference and which rights apply in each case. It supplements our General Terms and Conditions; in case of doubt, the provisions of the GTC prevail.
1. Two product categories – two sets of rules
Every item in our shop is clearly assigned to one of the two categories below. You will find this assignment on the product page, in the shopping cart and in your order summary.
Standard products are pre-manufactured items in fixed dimensions – in particular stock items, discounted items, tools and mats in standard sizes.
Custom-made products are items that would not exist without your order: everything from our product configurator, all cuts to your measurements, special drill holes, special lengths and personalised items such as mats with a logo or lettering.
Standard product
Custom-made product
Examples
Stock items, discounted items, tools, mats in standard sizes
Configurator products, cuts to measure, special drill holes, logo mats
Cancellation before order confirmation
free of charge at any time
free of charge at any time
Right of withdrawal (consumers)
yes, 14 days from receipt
no (statutory exclusion)
Cancellation after conclusion of contract
free of charge until dispatch
subject to lump-sum compensation
Warranty for defects
unrestricted
unrestricted
2. Before order confirmation: free cancellation
Once you have completed your order, you first receive an automatic acknowledgement of receipt. This does not yet constitute a contract – a contract is concluded only with our separate order confirmation. Until that point you may cancel your order at any time, free of charge and without giving reasons – including custom-made products.
A short e-mail to info@alukraft.store quoting your order number is sufficient. With card and wallet payments, the amount is only reserved at this stage and not yet debited; the reservation simply expires and no refund is required.
In short
After every order there is a window in which you can change your mind at no risk whatsoever. Use it if you are unsure – we begin processing your order only afterwards.
3. Right of withdrawal for standard products
If you are a consumer and have ordered standard products, you are entitled without restriction to the statutory right of withdrawal of fourteen days from receipt of the goods. You do not need to give any reason for the withdrawal.
You can declare the withdrawal:
via the “Vertrag widerrufen” (withdraw from contract) button on our website,
in writing to Alukraft GmbH, Kronberger Straße 8, 63110 Rodgau, Germany,
informally or using the model withdrawal form from our GTC.
The complete withdrawal instructions, including the legal consequences, can be found in § 8 of our General Terms and Conditions. You bear the direct cost of returning the goods.
4. No right of withdrawal for custom-made products
There is no statutory right of withdrawal for goods manufactured according to your individual specifications. The reason is economically simple: a cut made to your dimensions cannot be resold to another customer.
We point out this exclusion separately during the ordering process; you confirm that you have taken note of it before submitting your order. Irrespective of this, you retain the right to cancel free of charge before order confirmation as set out in section 2.
5. Cancellation after conclusion of contract
Standard products. As long as the goods have not yet been dispatched, we will cancel your order on request free of charge and refund the full purchase price.
Custom-made products. After the contract has been concluded, you may terminate the order up until completion. Since we have already scheduled material and production capacity, we charge lump-sum compensation:
before material cutting has started: 15 % of the order value, minimum EUR 35.00;
after material cutting has started: 40 % of the order value;
after completion, termination is no longer possible.
You reserve the right to prove that we incurred no loss or a substantially lower loss. We reserve the right to prove a higher loss. The amount constitutes compensation and does not include VAT.
Important
If you are entitled to a statutory right of withdrawal and exercise it, no costs whatsoever arise for you under this section. The cancellation fee applies exclusively to custom-made products for which no right of withdrawal exists.
6. Defects and warranty
Your statutory warranty rights apply without restriction to all products – including custom-made products. If the goods delivered are defective, you may choose between repair and replacement delivery.
We ask you to report defects and transport damage as promptly as possible, with clear photographs. This makes processing easier for us and helps us assert claims against the carrier. As a consumer, this does not create any deadline for you; your rights remain unaffected.
Different rules apply to business customers: please inspect the goods immediately upon receipt and report any apparent defects without delay in text form. Details are governed by § 6 of our GTC.
7. Returns
Please do not return goods without prior arrangement. Contact us first – we will agree the shipping arrangements with you and organise collection for freight shipments. We cannot accept carriage-forward shipments.
This request serves to ensure smooth processing and does not restrict your right of withdrawal: the withdrawal period is met by sending your declaration of withdrawal in good time.
8. Refunds
Refunds are made using the same means of payment you used for the order, unless expressly agreed otherwise. You will not incur any fees as a result.
In the case of a withdrawal, we refund no later than fourteen days after receipt of your declaration of withdrawal. We may withhold the refund until we have received the goods back or you have provided proof that you have returned them – whichever occurs earlier.
9. Contact
We recommend checking all dimensions, specifications and configurations carefully before placing an order. Our customer service is happy to assist you even before the contract is concluded; for larger projects we offer a technical needs assessment.
September 2026 edition. This return policy supersedes all previous versions. This is a translation of the German original; in the event of any discrepancy, the German version prevails.
