Refund Policy
Last updated: January 2026
1. Introduction
This Refund Policy explains how refunds are handled for digital services and subscriptions purchased through our platform. Please read this policy carefully before making any purchases.
2. Scope of This Policy
This policy applies to all digital products and subscription services purchased directly through our platform. This includes subscription plans, premium features, and any other digital services we offer. Physical goods are not sold through this platform.
3. Digital Products and Services
Our platform offers various digital services including subscription-based access to platform features. All purchases are for digital services only.
Subscription Services
Subscriptions provide access to premium features for a specified period. Subscriptions automatically renew unless cancelled before the renewal date. You can cancel your subscription at any time through your account settings to prevent future charges.
Pricing and Charges
All prices are displayed inclusive of applicable taxes where required by law. There are no delivery costs as all products are digital. Your payment method will be charged at the time of purchase or at the start of each billing period for subscriptions.
4. Consumer Right of Withdrawal
As a consumer in the European Union, you have the statutory right to withdraw from digital purchase contracts within 14 days in accordance with Sections 312g, 355, 356 of the German Civil Code (BGB).
14-Day Withdrawal Period
You have 14 days from the date of contract conclusion to withdraw without giving any reason. The withdrawal period expires 14 days after the day of the conclusion of the contract.
How to Withdraw
To exercise your right of withdrawal, send an unequivocal statement to: Channel Penguin GmbH, Freisinger Straße 19, 85737 Ismaning, Germany, or email contact@suitcase.repair. You may use the cancellation form at the end of this policy.
Effects of Withdrawal
Upon valid withdrawal, we will reimburse all payments received from you within 14 days using the same payment method used for the original transaction. Note: If you consented to immediate performance of digital services, your withdrawal right expires once performance has begun.
5. How to Request a Refund
To request a refund, please follow these steps:
Contact us at contact@suitcase.repair with your order details
Include your account email and the reason for your refund request
We will process your request within 5 business days
6. Refund Processing
Once your refund is approved, it will be processed through the original payment method.
Stripe Refunds
Refunds to credit cards processed through Stripe typically appear on your statement within 5-10 business days, depending on your card issuer.
PayPal Refunds
PayPal refunds are typically processed within 3-5 business days and will appear in your PayPal account.
Processing Timeline
We aim to process all refund requests within 5 business days of receipt. Once approved, the refund will be issued within 14 days as required by law for consumer transactions.
7. Non-Refundable Items and Services
The following are generally not eligible for refunds:
Digital services already fully rendered
Subscription periods that have already been consumed
Services where you consented to immediate performance and waived withdrawal rights
8. Contact for Refunds
For refund inquiries, please contact: Channel Penguin GmbH, Freisinger Straße 19, 85737 Ismaning, Germany. Email: contact@suitcase.repair. We aim to respond to all inquiries within 2 business days.
9. Model Cancellation Form
(Complete and return this form only if you wish to withdraw from the contract) To: Channel Penguin GmbH, Freisinger Straße 19, 85737 Ismaning, Germany Email: contact@suitcase.repair I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract for the provision of the following service: _____________ Ordered on (*) / received on (*): _____________ Name of consumer(s): _____________ Address of consumer(s): _____________ Signature of consumer(s) (only if this form is notified on paper): _____________ Date: _____________ (*) Delete as appropriate
Channel Penguin GmbH | Freisinger Straße 19 | 85737 Ismaning | Germany
contact@suitcase.repair