Right of Withdrawal
Withdraw in 30 seconds – our return portal: Declare your withdrawal directly with your order number and billing postcode at clubmartin.com/return-portal – or, when logged in, via My orders → Register a return. You pick the affected items, receive the return label by e-mail automatically and we confirm your withdrawal on a durable medium. Your statutory 14-day window is fully preserved – no additional form required.
The following model instructions on withdrawal and model withdrawal form are mandatory by law (Annex I(A) and I(B) of Directive 2011/83/EU). They are available to you as an alternative to the portal if you prefer to declare your withdrawal in writing by e-mail or post.
§ 1 – Instructions on Withdrawal
The following instructions on withdrawal are reproduced verbatim from Annex I(A) of Directive 2011/83/EU (harmonised across all 27 EU Member States) and correspond to the German statutory model (Annex 1 to Art. 246a § 1 para. 2 sentence 2 EGBGB).
§ 2 – Model Withdrawal Form
The following model withdrawal form is reproduced verbatim from Annex I(B) of Directive 2011/83/EU. You may print it out, complete it and send it back to us by post or email – its use is optional.
§ 3 – Electronic Withdrawal Button
Since 19 June 2026 (§ 356a BGB) we also offer you an electronic withdrawal option in addition to the written withdrawal statement. You can reach the withdrawal button at www.clubmartin.de/widerruf-formular.
- The button is available at any time during the 14-day withdrawal period.
- You will be asked to provide your order number and the items to be withdrawn.
- You will receive an immediate confirmation of receipt of the withdrawal by email on a durable medium.
- Further processing (return, refund) takes place as described above.
§ 4 – Exclusions from the Right of Withdrawal
Pursuant to Art. 16(c) of Directive 2011/83/EU (§ 312g para. 2 BGB), the right of withdrawal is excluded by law for certain goods. In our shop this concerns in particular:
- Personalised goods (Art. 16(c) Directive 2011/83/EU): goods made to your specifications or clearly personalised – in particular textiles with your company logo, name, association crest or artwork uploaded by you. The exclusion applies from conclusion of the contract, irrespective of whether we have already started the personalisation (CJEU, judgment of 21 October 2020, C-529/19).
- Sealed goods for reasons of hygiene which were unsealed after delivery – e.g. underwear, face masks or hygiene-sensitive textiles.
No exclusion for mere variant selection: selecting from pre-defined standard sizes, colours or catalogue designs which are also offered to other customers is not deemed personalisation. For blank goods (e.g. an unprinted standard T-shirt in size L, colour black), the full right of withdrawal applies.
For mixed orders containing both blank and personalised items, you may exercise withdrawal separately for the eligible items (partial withdrawal). Personalised items are marked as such in the shopping cart before the contract is concluded.
§ 5 – Return Costs
When exercising the right of withdrawal, you bear the direct cost of returning the goods. We provide a prepared return label. The costs will be deducted from the refund:
- Return within Germany: € 5.90 per return
- Return from other European countries: € 12.90 per return
Alternatively, a DHL QR code is available for paperless drop-off at any DHL branch or DHL parcel shop. The QR code stays accessible at any time in your customer account under „My returns“ and in the return portal – the parcel is scanned at the terminal and the label is printed on the spot.
You may also return the goods at your own cost and risk via another carrier to our returns centre. In that case, please keep proof of dispatch.
§ 6 – Refund
We will refund the full purchase price of the withdrawn items including the outbound delivery costs – less the cost of the return label pursuant to § 5, if used.
- The refund will be issued exclusively via the same payment method you used for the original order (§ 357 para. 3 BGB).
- The refund period is 14 days from receipt of your withdrawal statement; we may withhold the refund until the goods or evidence of dispatch have arrived.
- You will not incur any fees for the reversal.
- If you have chosen a delivery type more expensive than the cheapest standard delivery offered by us, only the standard delivery cost will be refunded.
§ 7 – Compensation for Loss of Value
You are only liable for any loss of value of the goods if such loss of value results from handling that was not necessary to establish the nature, characteristics and functioning of the goods (§ 357a BGB).
In practice, this means you may try on and inspect the goods as you would in a physical shop. If, however, the goods are already used, washed, shortened or otherwise altered, we may withhold a proportionate compensation for loss of value from the refund.
§ 8 – Complaints and Statutory Warranty
Independently of the right of withdrawal, as a consumer you have the statutory warranty rights under §§ 434 et seq. BGB (statutory guarantee of conformity).
- Warranty period: 24 months from delivery (§ 438 para. 1 no. 3 BGB).
- Reversal of the burden of proof: if a defect appears within the first 12 months, it is presumed to have existed at the time of delivery (§ 477 BGB).
- Your rights: supplementary performance (repair or replacement), withdrawal from the contract, reduction of the price or damages under the statutory conditions.
- For justified complaints, we cover the return shipping costs in full.
Please submit complaints via our returns portal or by email to service@clubmartin.de, stating the order number and providing meaningful photos.
§ 9 – Cancellation Before Dispatch
As long as your order has not yet been dispatched, you may cancel it free of charge:
- Contact us as soon as possible by email to service@clubmartin.de or via your customer account.
- Always state the order number.
- Personalised items already in production can no longer be cancelled once personalisation has started.
- Upon successful cancellation, we refund the full amount via the original payment method.
§ 10 – Contact
For questions concerning withdrawal, returns, complaints or cancellation, please contact our customer service:
- Withdrawal button: www.clubmartin.de/widerruf-formular
- Returns portal: in your customer account
- Email: service@clubmartin.de (withdrawal) / service@clubmartin.de (general)
- Phone: 040 788 072 33
- Processing time: usually 1–2 working days
§ 11 – Summary
Status: 1 July 2026 · This contract is governed by the law of the Federal Republic of Germany, excluding the UN Convention on Contracts for the International Sale of Goods (CISG). If you are a consumer habitually resident in another Member State of the European Union or of the European Economic Area, this choice of law does not deprive you of the protection afforded to you by the mandatory provisions of the law of your country of habitual residence (Article 6(2) of Regulation (EC) No 593/2008 – Rome I).
Cancellation & Returns
§ 1 – No Statutory Right of Withdrawal
The statutory right of withdrawal under §§ 312g, 355 BGB (implementing Directive 2011/83/EU) is reserved exclusively for consumers within the meaning of § 13 BGB. It does not apply to contracts between businesses (§ 14 BGB).
Businesses within the meaning of this provision include companies, organisations, associations, public authorities, agencies, freelancers and self-employed persons acting in the exercise of their commercial or independent professional activity.
§ 2 – Voluntary Goodwill Return
Even though we are not legally obliged to take back goods, we offer our business customers a voluntary return option on transparent terms. This is a goodwill commitment without any legal entitlement.
Return conditions
- Return request submitted within 14 days of receipt of the goods, via our returns portal or by email
- Goods are unused, unworn and in perfect, resaleable condition
- Original packaging complete and undamaged
- All labels, tags and accessories present
Excluded from goodwill return
- Personalised items (printed, embroidered, engraved or otherwise personalised)
- Custom-made items and goods cut or manufactured to the customer's specifications
- Goods with visible signs of use, soiling or damage
- Opened packaging on items sealed for hygiene reasons
Return process
- Register the return: file the return via our returns portal.
- Receive return label or DHL QR code: after approval you will receive a shipping label to print as well as a DHL QR code by email. The QR code enables paperless drop-off at any DHL branch or DHL parcel shop and remains accessible at any time in your customer account and in the return portal.
- Pack the goods: pack the items securely in the original packaging.
- Dispatch: hand the parcel over to the designated carrier within 5 working days of approval.
- Inspection: after receipt we usually inspect the goods within 3 working days.
- Credit: after positive inspection you receive 75 % of the value of the goods as a refund via the original payment method and 25 % as a shop voucher (unlimited validity, no minimum order value). In total we thus refund 100 % of the value of the returned goods.
Return label: free of charge for delivery addresses in Germany · for shipments from abroad € 12.90 per return (deducted from the refund).
DHL QR code as alternative: in parallel to the printed return label you receive a DHL QR code for paperless drop-off at any DHL branch or DHL parcel shop – available in your customer account and in the return portal.
§ 3 – Complaints and Defects
For justified complaints (wrongly delivered, damaged or defective goods) we do not charge any handling fee. The statutory warranty rights under §§ 434 et seq. BGB apply in the version applicable to purchases between businesses.
Deadlines and burden of proof
- Duty of examination and notification under Art. 377 of the German Commercial Code (HGB): as a merchant you are obliged to examine the goods without delay after receipt and to give notice of any obvious defects without delay, at the latest within 14 days of receipt.
- Hidden defects must be notified without delay after discovery.
- If no timely notification is given, the goods are deemed accepted.
- Burden of proof: in B2B transactions the burden of proving that a defect existed at delivery lies with the buyer.
- Warranty period: 12 months from delivery (shortened pursuant to § 438 para. 1 no. 3 BGB in conjunction with our T&Cs).
Complaints process
- Report the defect via our returns portal, the contact form or by email to service@clubmartin.de
- State your order number and attach meaningful photos of the defect
- After inspection you will receive return instructions or, where applicable, replacement goods directly
- For justified defects we cover the return shipping costs in full
Personalised goods: a complaint is only possible if the defect can be shown to have been present before personalisation. Defects caused by the personalisation process (e.g. in the case of further processing by the customer) are not covered by the warranty.
§ 4 – Cancellation Before Dispatch
As long as distribution of your order has not yet begun, you may cancel it free of charge:
- Notify us of the cancellation by email at service@clubmartin.de, by phone or via our live chat.
- A cancellation is timely if it reaches us immediately after order placement and before picking / distribution has begun.
- In this case we waive the handling fee in full and refund the entire amount via the original payment method.
If your order has already been handed over to our shipping warehouse or is already in production (in particular personalised items), a free cancellation is no longer possible:
- Once handed over to the carrier, please use the regular goodwill return process (14-day period, 75 % refund + 25 % shop voucher).
- If the personalised goods are already in production but not yet dispatched, as a gesture of goodwill we will issue you a shop voucher equal to the goods value to be used on a follow-up order. There is no entitlement to a monetary refund in this case.
§ 5 – Partial Return
You may return individual items of an order without having to return the entire order:
- Select the relevant items when registering the return
- The 25 % voucher scheme is calculated only on the value of the returned items
- Please return only registered items – unregistered items cannot be processed
§ 6 – Contact
For questions concerning a return, complaint or cancellation:
- Returns portal: directly in your customer account
- Email: service@clubmartin.de
- Phone: 040 788 072 33
- Processing time: usually 1–2 working days
§ 7 – Summary
§ 8 – Final Provisions
This information is provided for the sake of transparency and supplements our General Terms and Conditions. In the event of any conflict between this page and our T&Cs, the T&Cs prevail. The law of the Federal Republic of Germany applies, to the exclusion of the UN Convention on Contracts for the International Sale of Goods (CISG).
Status: 1 July 2026