Refund policy

Return and Refund Policy
Last updated: 25 March 2026

Returns and complaints

If your item arrives damaged, defective, or incorrect, please contact us without delay at hello@1-3-3-1.com so that we can review the matter and offer a solution.

Your statutory rights in case of defects remain unaffected.

For consumers, the statutory right of withdrawal for eligible distance contracts is governed exclusively by our separate Cancellation Policy.

If you wish to return an item after exercising your right of withdrawal, please contact us at hello@1-3-3-1.com for return instructions.

Items returned without prior contact may experience delays in processing, but this does not affect any statutory rights.

Return conditions

To be eligible for a return after a valid withdrawal, the item must be returned in an appropriate condition. 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 include proof of purchase where possible so that we can process your return more efficiently.

Refunds

If you validly withdraw from your purchase, we will reimburse all payments received from you, including the cost of standard delivery, without undue delay and no later than 14 days from the day on which we receive your withdrawal notice.

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 earlier.

Refunds will be made using the same payment method that you used for the original transaction, unless expressly agreed otherwise.

Please note that it may take some additional time for your bank or payment provider to process the refund.

Damaged, defective, or incorrect items

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Non-returnable items

The statutory right of withdrawal may be excluded in certain cases provided by law, for example for goods made to the customer’s specifications or clearly tailored to personal needs.

For digital gift cards delivered by email, any exclusion or early expiry of the right of withdrawal applies only where the statutory requirements are fulfilled and clearly communicated during the ordering process.

Contact

For return or refund inquiries, please contact:

The Treats GmbH
Rosa-Luxemburg-Straße 23
10178 Berlin
Germany
Email: hello@1-3-3-1.com