Withdrawal Policy

Last updated: 25/06/2026

This page explains your statutory right of withdrawal when purchasing from Komorebi online, as well as our voluntary refund policies. It applies to consumers only. This policy forms part of our Terms & Conditions.

1. Online withdrawal function

You can exercise your right of withdrawal online at any time using our withdrawal function:

This online function supplements your existing rights — you can also withdraw by email or using the Model Withdrawal Form at the bottom of this page.

2. Right of withdrawal

You have the right to withdraw from a distance contract within 14 days without giving any reason. The 14-day period starts from the day you (or a third party you designate) receive the goods, or from the day the contract for services or digital content is concluded.

To withdraw by email: refunds@komorebi.gg

3. Effects of withdrawal

If you withdraw, we will refund all payments received from you, including standard delivery costs. The refund will use the same payment method as your original purchase and will be processed within 14 days of receiving your withdrawal notice. For physical goods, we may withhold the refund until the goods are returned or you provide proof of return.

4. Exceptions to the right of withdrawal

Digital content with immediate delivery

The right of withdrawal expires once delivery of digital content begins, if you expressly consented to immediate delivery and acknowledged that you lose your withdrawal right once delivery starts. This applies to digital art, wallpapers, voice packs, music, and other digital downloads.

Customised and made-to-order items

The right of withdrawal does not apply to goods made to your specifications or produced on demand. Most Komorebi physical products are print-on-demand and fall under this exception. This will be indicated on the product page or during checkout.

Services fully performed

Where a service is fully completed within the withdrawal period with your prior consent and acknowledgement, the right of withdrawal expires on full performance.

5. Subscriptions

You may withdraw from a new subscription within 14 days of purchase, unless the subscription has already started with your consent. Subscriptions can be cancelled at any time via your account settings, effective at the end of the current billing period. The Komorebi goodwill exception: if no order was placed and no subscription benefits were used during the most recent billing cycle, we may refund that cycle as a goodwill gesture. This is voluntary and not a legal entitlement.

6. Returning physical goods

After withdrawing, you must return the goods within 14 days. You bear the cost of return unless otherwise stated. Goods must be returned unused and in reasonable condition. If the goods are not returned within 14 days and no proof of return is provided, the withdrawal will be treated as lapsed.

7. Returns condition and fraudulent withdrawal

A refund is only issued once returned goods are received or proof of return is provided. Under § 357 BGB, if goods are returned in a diminished condition as a result of handling beyond what is necessary to assess them, we may deduct the amount of that diminishment from your refund. We will communicate any deduction in writing before processing.

What may result in a deduction or declined refund

• Clothing that has been worn, washed, or shows signs of use beyond trying on
• Items returned incomplete, missing tags, or without original packaging
• Products showing damage not present at delivery

Fraudulent withdrawal

Where a withdrawal is declared but goods are not returned and the customer is unresponsive, or where returned goods differ materially from what was ordered, we reserve the right to withhold the refund, suspend the account, pursue civil recovery, and refer the matter to relevant authorities. This applies only to cases of bad-faith use of the withdrawal mechanism and does not limit the rights of consumers acting in good faith.

8. Goodwill refunds

In addition to statutory rights, we may grant goodwill refunds case-by-case for technical issues preventing use, duplicate purchases, or exceptional circumstances. Goodwill refunds are not granted for delivered digital content, used digital services, or customised physical goods.

9. Statutory warranty rights

All physical goods sold on Komorebi carry the EU statutory legal guarantee of conformity — a minimum of 2 years from delivery. If a defect appears within 12 months of delivery, it is legally presumed under § 477 BGB to have existed at delivery, unless we can demonstrate otherwise.

What is not covered by warranty

The following are not manufacturing defects and do not give rise to a warranty claim:

All products

• Normal wear and tear from regular use
• Customer-caused damage — tears, burns, stains, breakage from misuse or accidents
• Failure to follow care instructions (e.g. wrong wash temperature, tumble drying air-dry items)
• Items altered, modified, or repaired by the customer
• Damage from improper storage

Clothing and textiles

• Fabric pilling, colour fading, or elasticity reduction from repeated washing or regular use
• Swimwear: elasticity reduction from prolonged chlorine or salt water exposure
• Shrinkage or colour change from washing outside care instruction parameters

Footwear

• Sole wear, outsole separation, or upper creasing from regular use
• Damage from use in conditions the footwear is not designed for

Printed products

• Minor colour or texture variation between the digital preview and the printed product — shade differences within normal production tolerances are not defects
• Paper products: yellowing or warping from humidity, sunlight, or liquid exposure

Jewellery and metal accessories

• Tarnishing from exposure to water, sweat, perfume, or cosmetics unless the item is explicitly rated for such exposure
• Chain or clasp failure from excessive force beyond normal wear

Drinkware (mugs, tumblers, flasks)

• Print fading from dishwasher use on hand-wash-only items
• Chips or cracks from impact or improper handling

Candles

• Natural variation in scent throw, wax appearance (frosting, wet spots), or burn time — these are characteristic properties of natural soy wax, not defects

Electronics and tech accessories

• Battery degradation over time is a normal consumable characteristic
• Water damage unless item is explicitly rated waterproof
• Functionality issues caused by software, firmware, or device compatibility

Home textiles (blankets, comforters, pillows, bed sets, rugs, curtains, towels, sleeping bags)

• Pilling, shrinkage, or colour change from washing outside stated care parameters
• Filling compression in pillows, comforters, and sleeping bags from regular use over time

Hard goods and kitchenware (cutting boards, charcuterie boards, serving trays)

• Wooden and natural material items: warping, cracking, or discolouration from water, heat, or dishwasher exposure where care instructions specify hand-wash or dry storage only

Automotive accessories (car magnets, stickers, decals, air fresheners)

• Adhesion failure caused by surface incompatibility, extreme temperatures, or improper application
• Air freshener scent dissipation over time is a consumable characteristic

Acrylic and decorative items (keychains, stands, ornaments, snow globes, clocks)

• Yellowing or micro-scratching of acrylic surfaces from UV exposure or abrasive cleaning
• Liquid leakage from snow globes caused by impact or improper handling

Pet products

• Damage caused by animal behaviour (chewing, scratching) is not a manufacturing defect
• Odour or staining from regular pet use

Consumable products (food, supplements, beauty — future categories)

• Opened or partially used items cannot be returned unless demonstrably defective at the time of opening
• Expected variation in flavour, texture, scent, or efficacy within stated parameters is not a defect

9.2 Production and fulfilment partner claims

Komorebi works with fulfilment and production partners to produce and ship physical orders. You do not need to contact our partners directly — submit all warranty and defect claims to us and we will handle any escalation on your behalf. This does not affect your statutory rights. Your contract is with Vizora Interactive / Komorebi.

To submit a warranty or defect claim: refunds@komorebi.gg

Model Withdrawal Form

Not mandatory — you may also submit a plain statement or use the online function at komorebi.gg/revoke.