Refund policy

We offer a 14-day right of return. This means you have 14 days after receiving your item to request a return.

To be eligible for a return, the item must be in the same condition in which you received it, unopened and in its original packaging. You will also need the receipt or another proof of purchase.

To start a return, please contact us at office@gutoggau.com. Returns must be sent to: Gut Oggau, Hauptstraße 31, 7063 Oggau am Neusiedler See, Austria.

If your return is accepted, you send the parcel back to us yourself. You attach the return label yourself, and you post the parcel yourself. You carry the cost of the return shipment. We do not provide a return label and we do not cover return shipping costs. Items sent back to us without a return having been requested first will not be accepted.

If you have any questions about returns, you can contact us any time at office@gutoggau.com.

Damage and problems
Please check your order on arrival and contact us immediately if an item is faulty or damaged, or if you received the wrong item, so that we can look into it and put it right.

Exceptions / items that cannot be returned
Certain items cannot be returned, for example perishable goods (such as food, flowers or plants), custom-made items (such as special orders or personalised items) and personal care products (such as beauty products). We also do not accept returns of hazardous materials, flammable liquids or gases. Please get in touch if you have questions or concerns about a particular item.

Unfortunately we cannot accept returns of sale items or vouchers.

Exchanges
Returning the item you have is the fastest way to get the one you want. Once the return is accepted, you can buy the new item in a separate purchase.

European Union – 14-day right of withdrawal
You have the right to cancel or return your order within 14 days without giving a reason, provided the goods are shipped within the European Union. As described above, the item must be in the same condition in which you received it, unopened and in its original packaging. You will also need the receipt or another proof of purchase. You carry the direct cost of returning the goods.

Refunds
We will let you know once we have received and checked your return, and tell you whether the refund has been approved or not. If it is approved, you will be refunded automatically to your original payment method within 10 working days. Please keep in mind that it can take some time for your bank or card company to process and post the refund.
If more than 15 working days have passed since we approved your return, please contact us at office@gutoggau.com.