Refund policy

Malstrom — Last updated: [Jan2026]

If you are a consumer in the EU, you have a statutory right of withdrawal. This is your binding legal right and takes precedence over any other statement on this page.

1. Right of Withdrawal

You have the right to withdraw from this contract within 14 days without giving any reason.

The withdrawal period is 14 days from the day on which you, or a third party other than the carrier indicated by you, acquire physical possession of the goods. Where you ordered several goods in one order that are delivered separately, the period runs from the day on which you acquire possession of the last item.

To exercise your right of withdrawal, you must inform us

Malstrom — Julius Hintzen c/o IP-Management #5354, Ludwig-Erhard-Str. 18, 20459 Hamburg, Germany Email: support@malstrom.eu

by means of a clear statement (e.g. a letter sent by post or an email) of your decision to withdraw. You may use the model withdrawal form below, but it is not obligatory. To meet the withdrawal deadline, it is sufficient that you send your communication before the 14-day period expires. You do not need our prior approval to withdraw.

Effects of withdrawal

If you withdraw from this contract, we will reimburse all payments received from you, including the (standard) delivery costs — except for any supplementary costs arising from your choice of a delivery type other than the cheapest standard delivery we offer — without undue delay and no later than 14 days from the day on which we are informed of your withdrawal. We will use the same means of payment you used for the original transaction, unless expressly agreed otherwise; you will not incur any fees for this reimbursement.

We may withhold reimbursement until we have received the goods back, or until you have supplied evidence that you have sent them back, whichever is the earlier.

You must send back or hand over the goods to us without undue delay and in any event no later than 14 days from the day on which you notify us of your withdrawal. The deadline is met if you send the goods before the 14-day period expires.

You bear the direct cost of returning the goods.

You are only liable for any diminished value of the goods resulting from handling them in a way that goes beyond what is necessary to establish their nature, characteristics and functioning — comparable to how you would be allowed to examine them in a physical shop. Trying on a garment does not affect your right of withdrawal; only handling beyond that may give rise to a deduction for diminished value.

2. Model Withdrawal Form

(Complete and return this form only if you wish to withdraw from the contract.)

To Malstrom — Julius Hintzen, c/o IP-Management #5354, Ludwig-Erhard-Str. 18, 20459 Hamburg, Germany — Email: support@malstrom.eu

I/We () hereby give notice that I/We () withdraw from my/our () contract of sale of the following goods ():

Ordered on () / received on (): ______________ Order number: ______________ Name of consumer(s): ______________ Address of consumer(s): ______________ Signature of consumer(s) (only if this form is notified on paper): ______________ Date: ______________

(*) Delete as appropriate.

3. Exceptions to the Right of Withdrawal

The right of withdrawal does not apply, among others, to:

  • goods that are made to your specifications or clearly personalised (e.g. custom prints, made-to-measure items);
  • sealed goods which are not suitable for return for reasons of health protection or hygiene (e.g. underwear or swimwear) if they have been unsealed after delivery.

4. How to Return Your Item (Practical Steps)

To make your return as smooth as possible, please email us at support@malstrom.eu with your name and order number, stating which item(s) you wish to return. We will then send you the return address and instructions. (This is a practical aid only and does not limit your statutory right of withdrawal described in Section 1.)

Please return items where possible in their original condition and packaging. As noted above, you may try items on; this does not affect your refund.

5. Refunds

Once your withdrawal is effective, we will refund you as described in Section 1 — to your original payment method, including the standard outbound delivery costs, within 14 days (subject to our right to withhold until the goods are returned or proof of return is provided).

6. Exchanges

We do not offer direct exchanges. If you would like a different size or item, please withdraw from / return your order for a refund and place a new order.

7. Questions

We are happy to help — just contact us at support@malstrom.eu.