1. Introduction

This Refund & Cancellation Policy outlines the rights and obligations of customers regarding cancellations, withdrawals, returns, and refunds for products purchased through this online store. The policy has been created in accordance with the EU Consumer Rights Directive 2011/83/EU, the German Civil Code (BGB), and other relevant e-commerce regulations.

2. Right of Withdrawal for Consumers (14 Days – EU Law)

Consumers residing in the European Union have the right to withdraw from their purchase within 14 days, without providing a reason.

2.1 Withdrawal Period

The withdrawal period is 14 days from the day on which you, or a third party designated by you (who is not the carrier), receive the goods.

2.2 Exercising the Right of Withdrawal

To exercise this right, you must notify us clearly via email:

Email: kontakt@kruos.de

Your withdrawal request should include:

• Full name

• Order number

• Items you wish to return

• Date of purchase

• A clear declaration of withdrawal

You may use the EU model withdrawal form, although this is not mandatory.

3. Effects of Withdrawal

3.1 Refund Timeline

We will refund all payments received from you, including standard delivery costs (if applicable), within 14 days of receiving the returned goods or receiving proof that the goods have been shipped back.

3.2 Refund Method

Refunds are issued using the same payment method as the original transaction unless otherwise agreed.

3.3 Condition of Returned Goods

Returned goods must be:

• Unused

• Undamaged

• Complete and in original packaging (where reasonably possible)

If the value of the goods has diminished due to handling beyond what is necessary to establish their nature, characteristics, or functionality, we may deduct an appropriate amount from the refund in accordance with § 357 BGB.

4. Return Shipping Costs

Unless otherwise specified:

• The customer is responsible for the cost of return shipping.

• Prepaid return labels are not provided unless explicitly offered.

Proper packaging and safe shipment of returned goods are the customer’s responsibility.

5. Exclusion: Custom-Built PCs (No Right of Withdrawal)

Under Article 16 of the EU Consumer Rights Directive and § 312g(2) BGB, the right of withdrawal does not apply to goods produced according to the customer’s specifications or clearly personalized.

This includes, but is not limited to:

• Custom-built PCs assembled based on customer-selected components

• Configured systems built to order

• PCs modified upon request

• Special-order components

As a result, custom-built PCs cannot be returned or refunded, except where defects are present and covered under statutory warranty rights.

6. Defective, Damaged, or Incorrect Goods

If goods arrive damaged, defective, or incorrect, customers must notify us within 48 hours of delivery.

Please provide:

• Order number

• Description of the issue

• Photographs or video evidence (if applicable)

Depending on the case, we may offer:

• Repair

• Replacement

• Partial refund

• Full refund

7. Warranty Claims

All products are subject to the statutory warranty period of two years under EU law.

Warranty does not cover:

• Damage caused by improper handling

• Overclocking or unauthorized modifications

• Damage from liquids or physical impact

• Software issues caused by third-party applications

• Normal wear and tear

Warranty claims may require customers to return the defective item for inspection.

8. Return Address

Unless otherwise instructed, goods must be returned to:

KRUOS
Lassallestrasse 7
76187, Karlsruhe, Germany

9. Cancellation Prior to Shipping

Customers may request cancellation before the order has shipped.

If the order includes a custom-built PC that has already entered assembly or preparation, cancellation may be refused or subject to a restocking or labor fee based on the work already completed.

10. Non-Returnable Items

The following items cannot be returned:

• Custom-built PCs

• Opened software or digital products

• Digital licenses

• Goods damaged due to misuse

• Items without original packaging (where legally applicable)

11. Refund Processing Time

Refund processing time may vary depending on the payment method:

• PayPal: typically 3–7 business days

• Bank transfer: typically 5–10 business days

• Credit/debit cards: up to 14 business days

12. Amendments to This Policy

We reserve the right to update or modify this Refund & Cancellation Policy at any time.
The version in effect at the time of purchase applies to the customer.