Cancellation Policy

This Cancellation and Refund Policy applies to all assembly and installation services ordered through www.flatpackmate.com (the “Website”), operated by Crottendorfer Haushaltswaren Produktions GmbH (“we”, “us”, or “our”).

1. Business Details
   Company Name: Crottendorfer Haushaltswaren Produktions GmbH

Registered Address: Oberwiesenthaler Str. 10 b, 09474 Crottendorf, Germany

Telephone: +49373448560

Email: furniture@flatpackmate.com

Website: www.flatpackmate.com

2. Service Workflow and Agreement Formation
   Our service process consists of four distinct stages:

Inquiry & Assessment: You submit your requirements via our service form.

Quotation: We evaluate the request and provide a tailored quote.

Deposit Payment: Upon your acceptance of the quote, a deposit is required to confirm the booking and reserve installation slots.

Scheduled Assembly: Our technicians carry out the agreed assembly service at your designated address.

3. Statutory Right of Withdrawal (EU Consumer Rights Directive)
   If you are a consumer residing within the European Union or the United Kingdom, you have the statutory right to withdraw from this contract within 14 days without giving any reason, subject to the conditions outlined below.

3.1 Period of Withdrawal
The withdrawal period expires 14 days from the date on which the contract is concluded (i.e. when your deposit payment is confirmed and the service agreement is accepted).

3.2 Exercising Your Right of Withdrawal
To exercise your right of withdrawal, you must inform us of your decision by providing a clear written statement via email to furniture@flatpackmate.com prior to the expiry of the 14-day period.

3.3 Execution of Services Prior to the Expiry of the Withdrawal Period
In accordance with applicable European consumer law (Section 356(4) of the German Civil Code – BGB):

If you request that the assembly service begins during the 14-day withdrawal period, you expressly acknowledge and agree that you forfeit your statutory right of withdrawal once the assembly service has been fully performed.

If you cancel the service after requesting commencement but before full performance has been completed, you shall pay an amount proportional to the services already provided up to the moment you notified us of your cancellation.

4. Cancellation Terms and Deposit Refund Schedule
   Because the reservation of service slots requires staff planning and logistics preparation, cancellations initiated by the customer are subject to the following refund terms based on the time notice provided before the scheduled appointment time:

More than 48 hours prior to the scheduled appointment: You are eligible for a full refund of your deposit, minus any administrative processing fees incurred where permitted by applicable law.

Less than 48 hours prior to the scheduled appointment (or failure to provide access): The deposit is non-refundable. If the assembly team arrives at the premises and is unable to access the property or perform the service due to circumstances within your control, the full deposit will be forfeited.

5. Rescheduling Appointments
   You may request to reschedule your assembly appointment free of charge provided that written notice is received at least 48 hours before the original scheduled time.
6. Refunds and Processing Times
   Where a refund is approved under this policy, it will be processed using the original method of payment used for the initial transaction. We aim to process approved refunds within 3 to 5 working days following written confirmation of the cancellation.
7. Cancellations Initiated by Us
   In the unlikely event that we must cancel or postpone your appointment due to unforeseen circumstances (e.g. extreme weather conditions or severe transport disruptions), we will notify you as soon as practicable. In such instances, you will be offered the choice between:

Rebooking the service for the earliest mutually convenient date; or

Receiving a 100% refund of all payments made (including any deposit).