Cancellation Policy & Return Conditions

Cancellation Policy

(As of: 23.02.2026)

1. Right of Withdrawal

Consumers within the meaning of § 13 of the German Civil Code (BGB) have the right to withdraw from this contract within fourteen (14) days without giving any reason.

The withdrawal period is fourteen 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:

AVA FOOD GmbH
Steinbrinkstraße 144
46145 Oberhausen
Germany
E-Mail: info@alexhorse.de
Phone: +49 176 63756849

by means of a clear declaration (e.g. by e-mail or post) of your decision to withdraw from this contract.

To meet the withdrawal deadline, it is sufficient that you send your communication concerning the exercise of the right of withdrawal before the withdrawal period has expired.

2. Exclusions from the Right of Withdrawal (§ 312g para. 2 BGB)

Unless otherwise agreed by the parties, the right of withdrawal does not apply to the following contracts:

Contracts for the supply of goods that are not prefabricated and for the manufacture of which an individual selection or specification by the consumer is decisive, or which are clearly tailored to the personal needs of the consumer,
Contracts for the supply of goods that can deteriorate rapidly or whose expiry date would be quickly exceeded,
Contracts for the supply of sealed goods that are not suitable for return for reasons of health protection or hygiene, if their seal has been removed after delivery,
Contracts for the supply of goods if, due to their nature, these have been inseparably mixed with other goods after delivery,
Contracts for the supply of alcoholic beverages whose price was agreed upon at the time of conclusion of the contract, but which can only be delivered at the earliest 30 days after conclusion of the contract and whose current value depends on fluctuations in the market over which the trader has no influence,
Contracts for the supply of sound or video recordings or computer software in sealed packaging, if the seal has been removed after delivery,
Contracts for the supply of newspapers, periodicals or magazines, with the exception of subscription contracts.

3. Consequences of Withdrawal

If you withdraw from this contract, we shall reimburse all payments received from you, including the costs of standard delivery (with the exception of additional costs arising from your choice of a type of delivery 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 received notification of your withdrawal.

For this repayment, we will use the same means of payment that you used for the original transaction, unless expressly agreed otherwise with you.

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 the earlier.

You must return 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 your withdrawal.

You shall bear the direct costs of returning the goods, provided the goods are free of defects.

You are only liable for any diminished value of the goods if this diminished value is due to handling of the goods that is not necessary for testing the nature, characteristics and functioning of the goods.

4. Payment via Klarna

If you select a payment method offered by the payment service provider Klarna, the respective contractual terms and conditions of Klarna shall apply in addition.

In the event of a withdrawal or return:

we will inform Klarna immediately of the reversal of the transaction,
the outstanding invoice amount or instalment plan will be adjusted accordingly,
in the case of a full return, the invoice amount will be cancelled,
in the case of a partial return, a proportional adjustment will be made.

The contractual payment obligation towards Klarna remains in effect until we confirm receipt of the return.

Customers may additionally register their return in the Klarna customer portal or in the Klarna app and pause a payment pending clarification.

5. Statutory Warranty

The statutory warranty rights pursuant to §§ 437 et seq. of the German Civil Code (BGB) apply.

In the case of a justified defect, we shall bear the necessary return shipping costs.

6. Transparency Notice

Refunds are made exclusively via the originally chosen payment method.
No processing fees are charged for withdrawals.
Refunds are made within the legally prescribed time limits.

Model Withdrawal Form

(If you wish to withdraw from the contract, please complete and return this form.)

— I/We () hereby withdraw from the contract concluded by me/us () for the purchase of the following goods:

— Ordered on () / received on ():

— Name of consumer(s):

— Address of consumer(s):

— Date:

(*) Delete as applicable.