Right of Withdrawal

Information about withdrawal from MOMENTS voucher purchases made at a distance.

Right of withdrawal

If you are a consumer and purchase a voucher at a distance, for example online, by email or by telephone, and a statutory right of withdrawal applies, you generally have 14 days to withdraw without giving a reason.

A clear statement is sufficient. Sending it before the period expires meets the deadline.

Contact

MOMENTS
Hans-Otto-Str. 25
10407 Berlin
mail@moments.berlin
+49 30 48494895

Effects of withdrawal

Following a valid withdrawal, payments received are generally refunded without undue delay and no later than 14 days after receipt of the withdrawal statement, using the same means of payment unless otherwise agreed.

Personalised vouchers

For goods made according to an individual choice or clearly tailored to personal needs, the statutory right of withdrawal may be excluded. Whether this applies to a personalised voucher depends on its actual design and degree of individualisation.

We therefore no longer use the previous flat €25 deduction for personalised vouchers.

Services already begun

If you expressly request a paid service to begin before the withdrawal period ends, statutory rules on compensation for services already performed may apply. Early expiry of the right requires the statutory conditions to be met.

Making a withdrawal

No reason is required. You can withdraw, for example, by email or letter.

Withdraw by email

Updated October 2026