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 Returns – Cancellation Policy for the purchase of goods

(1) Consumers generally have a statutory right of withdrawal when concluding a distance selling contract, deviations from which are only permissible in favor of the consumer. The seller informs about this in accordance with the statutory regulations as follows:

 Right of Withdrawal

You have the right to revoke this contract within 14 days without giving reasons.

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

To exercise your right of withdrawal, you must inform us (contact details see below) of your decision to withdraw from this contract by means of a clear statement (e.g., a letter sent by post or email). You can use the attached sample withdrawal form for this purpose, but this is not mandatory.

To comply with the withdrawal period, it is sufficient for you to send the notification of exercising the right of withdrawal before the withdrawal period has expired.

 For textile orders:

To exercise your right of withdrawal, you must inform Extramile Live Service GmbH by means of a clear statement (e.g., a letter sent by post, or email) of your decision to withdraw from this contract. This can be informal - we recommend using our return portal for returns within Germany and the EU. You can use the return portal of Extramile Life Service GmbH for this purpose at However, you can also use the sample withdrawal form. Returns from non-EU countries must arrange the return shipping themselves.

IMPORTANT: Returns from non-EU countries must be explicitly registered and marked as returns.

The return must meet the following requirements:

  1. Check eligibility for return: Make sure the product is eligible for return according to our return policy. Some items may be excluded from returns, especially if they have been used, personalized or have exceeded the return period of 14 days. For further information please check the link:
  1. Contact customer service: Notify our customer service in advance to announce the return.
  1. Packaging the product: Pack the product securely in its original packaging or suitable shipping packaging. Ensure the product is well-protected to avoid damage during transit. 
  1. Remove old labels: Remove old shipping labels and stickers from the package to avoid confusion and ensure the new labels can be correctly applied.
  1. Check shipping regulations: Check the shipping regulations and requirements for the destination country (Germany), depending on your countries individual export regulations.
  1. Fill out customs documents: Fill out all required customs documents completely and accurately. Specify the value and provide an accurate description of the returned item on the customs documents. This is important for proper classification by customs and calculation of any applicable customs duties. Please note that the customer alone is responsible for obtaining and ensuring the accuracy of customs information.
  1. Label as a return: Ensure the package is clearly marked as a return. This can be done by attaching a sticker or marking the package with "Return" or "Retoure” to avoid customs fees and delays.
  1. Attach the customs documents: Attach the completed customs documents prominently to the package, along with the return label. This facilitates customs clearance and helps prevent delays in the customs process. For goods valued at less than €150, it usually is sufficient to attach the commercial invoice in triplicate (3 copies) to the outside of the package. The invoice is automatically sent to each customer via email after placing the order. For goods valued at over €150, the customer must also submit a corresponding ATLAS customs declaration. Further information will be provided by the selected shipping service provider.
  1. Return shipping costs and options: The customer is responsible for the return shipping costs. Choose a shipping option that provides tracking to monitor the status and whereabouts of your package during transit. The return shipping risk is borne by the customer. No replacement will be provided for loss during the return process.
  1. Adhere to the conditions: If the package does not meet the return conditions, it may not be accepted and may be returned. Therefore, ensure all requirements are met before sending the package.

Contact details for the revocation of non-textile items


Weingartenstraße 52a

65795 Hattersheim

Germany, Hesse


Contact details for the revocation of textile items

Extra Mile Live Service GmbH

c/o HUNI

Adlerhorst 18-18a, 22459 Hamburg (company headquarters, no goods acceptance)

Central warehouse/delivery address: Im Gewerbepark 12, 29556 Suderburg

+49 40 607955 15 |

Consequences of Withdrawal

If you revoke this contract, we shall reimburse you for all payments received from you, including delivery costs (with the exception of additional costs resulting from your choice of a type of delivery other than the inexpensive standard delivery offered by us), without undue delay and at the latest within fourteen days from the day on which we received the notification of your withdrawal from this contract. For this repayment, we will use the same means of payment that you used for the original transaction, unless expressly agreed otherwise with you; in no case will you be charged for this repayment.

We may refuse repayment until we have received the goods back or until you have provided evidence that you have returned the goods, whichever is earlier.

You must return or hand over the goods to us (see above) immediately and in any event no later than fourteen days from the day on which you notify us of the revocation of this contract. The deadline is met if you send the goods before the expiry of the fourteen-day deadline.

You bear the direct costs of returning the goods.

You only have to pay for any loss in value of the goods if this loss in value is due to handling of the goods that is not necessary for testing their condition, properties, and functionality. 

(2) The provider informs about the sample withdrawal form in accordance with the statutory regulations as follows:

Sample Withdrawal Form

(If you wish to withdraw from the contract, please fill out this form and return it to us.)

  • To [the name, address, and, if applicable, email address of the entrepreneur must be inserted by the entrepreneur]:
  • I/we (*) hereby revoke the contract concluded by me/us (*) for the purchase of the following goods (*)/provision of the following service (*
  • Ordered on (*)/received on (*)
  • Name of the consumer(s)
  • Address of the consumer(s)
  • Signature of the consumer(s) (only for communication on paper)
  • Date

(*) Delete as applicable