Cancellation & Refund
At Dankbar, we create meaningful candle experiences through candle making sets, handcrafted candles, and in-person workshops. Because our products and services differ in nature, this policy explains returns, cancellations, and refunds separately for each category. Please read it carefully before purchasing.
1. General Legal Notice
This policy applies in addition to your statutory rights under EU consumer protection law. However, the right of withdrawal does not apply to:
- sealed goods that cannot be returned for hygiene or safety reasons once opened
- leisure activities or workshops provided on a specific date or within a specific period
Where mandatory EU consumer law does not allow exclusions, those exclusions do not apply.
2. Candle Making Sets (Physical Products)
2.1 Right of Withdrawal
You may withdraw from your purchase within 14 days of receiving your candle making set, provided that:
- the set remains unused,
- all items remain unopened,
- the original packaging stays intact,
- the set shows no signs of damage or wear. (for further information read P.5)
2.2 Excluded Items
Once opened or used, consumable items (including wax, fragrances, wicks, and additives) cannot be returned for safety and hygiene reasons.
2.3 Return Process
To request a return, please contact us at support@dankbarset.com with your order number. You cover return shipping costs unless the product arrives damaged or defective.
2.4 Refund Processing
After inspection, we issue refunds to the original payment method within 5 25 business days, depending on your payment provider.
3. Candles (Finished Products)
All Dankbar candles are handcrafted and intended for personal use or gifting. You may return unused candles within 14 days of delivery. Opened, burned, or damaged candles are not refundable. Personalized or limited-edition candles are final sale unless defective.
3.1 Return Process
You may withdraw from your purchase within 14 days of receiving your candles, provided that:
- no signs of damage or wear,
- the candle remains unused,
- the original packaging stays intact. (for further information read P.5)
3.2 Return Process
To request a return, please contact us at support@dankbarset.com with your order number. You cover return shipping costs unless the product arrives damaged or defective.
3.3 Refund Processing
After inspection, we issue refunds to the original payment method within 525 business days, depending on your payment provider.
4. Workshops (Public, Group & Special-Occasion Workshops)
4.1 Nature of the Service
Dankbar workshops qualify as leisure services provided on a specific date. Therefore, EU withdrawal rights do not apply after purchase.
4.2 Cancellation by the Participant
You may cancel your workshop at any time after purchase. However:
- We do not issue refunds for canceled workshop tickets.
- Instead, you may reschedule once.
4.3 Rescheduling Rules
If you cancel your booking:
- You may choose one alternative workshop date.
- You must attend the new date within 12 months of the original purchase.
- After 12 months, the booking expires.
- Expired bookings are not refundable and cannot be reactivated.
This rule applies regardless of the reason for cancellation.
5. Right of Withdrawal
5.1 Right of Withdrawal for Goods
You have the right to withdraw from this contract within fourteen (14) days without giving any reason. The withdrawal period shall expire fourteen (14) days from the day on which you, or a third party designated by you who is not the carrier, takes physical possession of the goods. To exercise your right of withdrawal, you must inform us Dankbar Store GmbH, Izola planina 26, 7015 Ruse, Bulgaria, Phone: +43 688 641 64773, Email: info@dankbarset.com of your decision to withdraw from this contract by means of a clear statement (e.g. a letter sent by post or an email). You may use the model withdrawal form provided, but it is not mandatory. To meet the withdrawal deadline, it is sufficient for you to send your notification concerning the exercise of the right of withdrawal before the withdrawal period has expired.
5.2 Consequences of Withdrawal (Goods)
If you withdraw from this contract, we shall reimburse all payments received from you, including delivery costs (except for supplementary costs resulting from your choice of a delivery method other than the least expensive standard delivery offered by us), without undue delay and no later than fourteen (14) days from the day on which we are informed of your decision to withdraw. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless expressly agreed otherwise. You will not incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back or until you have supplied evidence of having sent back the goods, whichever is the earlier.
5.3 Return of Goods
You must return or hand over the goods to us without undue delay and in any event no later than fourteen (14) days from the day on which you notify us of the withdrawal from this contract. The deadline is met if you send back the goods before the period of fourteen (14) days has expired. You shall bear the direct costs of returning the goods. You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the goods. Please return the goods, if possible in their original packaging, to the following address: Dankbar Store GmbH Attn: Returns Izola planina 26 BGR-7015 Ruse Bulgaria
5.4 Exclusion of the Right of Withdrawal
5.4.1 Services, Workshops & Events
The right of withdrawal does not apply to contracts for the provision of services related to leisure activities where the contract provides for a specific date or period of performance. This includes, but is not limited to:
- Private workshops and private workshop agreements
- Workshop tickets, event tickets, and workshop bookings for specific dates or time slots
- Expired workshop bookings
- Missed workshop sessions, including cases where the participant does not attend the workshop at the booked time
- Services that have been fully performed, where performance has begun with the consumers prior express consent and acknowledgment that the right of withdrawal is lost once the service has been fully performed
5.4.2 Digital Products, Vouchers & Consumables
The right of withdrawal does not apply to:
- Gift cards, vouchers, and digital vouchers
- Consumable goods that have been opened, unsealed, or used after delivery and are not suitable for return due to health protection or hygiene reasons
- Products that deteriorate or expire rapidly, where applicable
5.4.3 Customized or Personalized Products
The right of withdrawal does not apply to goods that are made to the customers specifications or are clearly personalized, including but not limited to:
- Customized or personalized products
- Products with permanent individual labeling or personalization requested by the customer
5.5 Important Notice
By placing an order for workshops, event tickets, private workshops, or other services tied to a specific date or time, you expressly acknowledge that the statutory right of withdrawal does not apply to such contracts.
6. Private Events & Corporate Workshops
Private and corporate workshops require additional planning and reserved resources. Therefore, special conditions apply.
6.1 Deposit Requirement
To confirm a private event, you must pay a 30% deposit, with a minimum deposit of 120. The remaining balance is due as agreed in your booking confirmation.
6.2 Payment Schedule
- At booking: 50% deposit (minimum 120)
- No later than 7 days before the event: the remaining of the total amount becomes due
6.3 Cancellation Terms
All cancellation deadlines refer to 00:00 (midnight) local time.
- Cancellation at least 14 days before the event – full refund of the paid deposit.
- Cancellation 13 days before the event – 50% of the total event price remains payable.
- Cancellation 3 day before the event or on the event day – The full event price (100%) becomes due.
If the client has already paid more than the amount due at the time of cancellation, we refund the difference. If the client has paid less, the outstanding balance remains payable.
7. Defective or Damaged Items
If your product arrives damaged or defective, please contact us within 48 hours of delivery with photos and your order details. We will replace the item or issue a refund where appropriate.
Contact & Support
If you have questions about returns, cancellations, or bookings, our support team is happy to help:
Email: support@dankbarset.com
Tel/WhatsApp: +43 688 64958050
Thank you for choosing Dankbar. We are here to help and ensure that you have a positive customer experience.
Last updated: 24 November 2025
