Refund policy
RETURN & REFUND POLICY
Operated by AIG Bathroom GmbH
Last updated: 12 October 2026
At AIG Bath, we aim to provide high-quality European bathroom products and a transparent shopping experience.
Our return policy depends on the destination of your order. Please refer to the section applicable to your delivery country.
Part A: Germany and European Union
Part B: Hong Kong, Taiwan and Singapore
Part C: Damaged, Defective or Incorrect Products
Part D: Contact and Return Address
Nothing in this policy limits any mandatory consumer rights available under applicable law.
PART A — GERMANY & EUROPEAN UNION
1. Right of Withdrawal
Consumers who enter into a distance sales contract generally have the right to withdraw from the contract within 14 days without giving any reason.
The withdrawal period expires 14 days after the day on which you, or a third party designated by you other than the carrier, acquire physical possession of the goods.
Where multiple goods ordered in a single order are delivered separately, the withdrawal period generally begins when the last item is received.
To exercise your right of withdrawal, you must inform us of your decision by an unequivocal statement, such as an email or a letter.
AIG Bathroom GmbH
Mosaikweg 28
53489 Sinzig
Germany
Email: info@aigbath.de
You may use the model withdrawal form provided below, but it is not obligatory.
To meet the withdrawal deadline, it is sufficient to send your communication concerning the exercise of your right of withdrawal before the withdrawal period expires.
2. Effects of Withdrawal
If you withdraw from the contract, we will reimburse all payments received from you, including standard delivery costs.
Additional costs resulting from your choice of a delivery method other than the least expensive standard delivery method offered by us are not refundable.
We will make the reimbursement without undue delay and no later than 14 days after being informed of your decision to withdraw.
We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent them back, whichever occurs first.
We will use the same payment method that you used for the original transaction, unless expressly agreed otherwise.
You will not incur any fees as a result of the reimbursement.
3. Returning Goods
You must send back or hand over the goods without undue delay and, in any event, no later than 14 days after communicating your decision to withdraw.
The deadline is met if you dispatch the goods before the 14-day period expires.
Return address:
AIG Bathroom GmbH
Mosaikweg 28
53489 Sinzig
Germany
For goods that can normally be returned by post, you bear the direct cost of returning the goods, provided this obligation has been properly disclosed before purchase.
For goods that cannot normally be returned by post, including certain heavy or oversized natural stone washbasins, the applicable return-cost information or reasonable estimate must be provided before the purchase is completed.
Such information will be made available for the relevant products before they are offered for sale.
You are liable only for any diminished value of the goods resulting from handling other than what is necessary to establish their nature, characteristics and functioning.
4. Natural Stone Products
Natural stone products may exhibit variations in colour, veining, texture, mineral composition and surface appearance.
These characteristics are inherent to natural materials and do not necessarily constitute defects.
However, all products must conform to their contractual description and applicable consumer protection requirements.
Standard catalogue products are not automatically excluded from the statutory right of withdrawal merely because they are made from natural stone.
Products genuinely made to a consumer’s individual specifications or clearly personalized may qualify for a statutory withdrawal exception where applicable law permits.
Any applicable exception will be disclosed before purchase.
5. Model Withdrawal Form
Complete and return this form only if you wish to withdraw from the contract.
To:
AIG Bathroom GmbH
Mosaikweg 28
53489 Sinzig
Germany
Email: info@aigbath.de
I/We () hereby give notice that I/We () withdraw from my/our (*) contract of sale of the following goods:
Ordered on () / Received on ():
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is submitted on paper):
Date:
(*) Delete as appropriate.
PART B — HONG KONG, TAIWAN & SINGAPORE
6. International Voluntary Return Policy
AIG Bath offers customers in Hong Kong, Taiwan and Singapore a 14-day voluntary return period for eligible products.
You may request a return within 14 calendar days after receiving your order.
This voluntary policy does not replace or restrict any mandatory rights that may apply to your purchase.
7. Return Conditions
For voluntary change-of-mind returns, products should meet the following conditions:
- Products must be unused and uninstalled.
- Products must be undamaged and suitable for resale.
- All original accessories, components and documentation must be included.
- Original packaging should be retained and used where reasonably possible.
- Proof of purchase must be provided.
Products that have been installed, modified or damaged by the customer may be ineligible for a voluntary return.
These conditions do not restrict statutory rights relating to defective or non-conforming goods.
8. How to Request a Return
Please contact us within 14 calendar days after receiving your order.
Email: info@aigbath.de
Please include your order number, product details and reason for return.
We will provide return instructions and any necessary shipping information.
For voluntary returns, please contact us before shipping the goods.
This request procedure does not prevent the exercise of mandatory statutory rights.
9. Return Shipping Costs
For voluntary returns due to a change of mind, incorrect selection or personal preference, customers are responsible for arranging and paying the return shipping costs to Germany.
These costs may include international transportation, shipping insurance and applicable customs handling charges.
We recommend using a tracked and insured shipping service.
Where mandatory law requires AIG Bath to bear particular costs, those requirements will apply.
10. Original International Shipping Charges
For voluntary change-of-mind returns, original international shipping charges are non-refundable to the extent permitted by applicable law.
Any mandatory legal requirement to reimburse original delivery charges takes precedence over this provision.
11. Return Deadline
After submitting a voluntary return request, please dispatch the products within 14 calendar days.
If you anticipate delays due to international transportation or customs procedures, please contact us.
Mandatory statutory deadlines and rights remain unaffected.
12. Customs, Import Duties and Taxes
For international returns, customers should accurately identify the shipment as returned merchandise where appropriate.
Customers must not provide false customs declarations.
For voluntary returns, customers are responsible for applicable return transportation and customs processing charges, to the extent permitted by law.
Import duties and taxes originally paid directly to destination-country authorities are not refunded by AIG Bath.
Customers may contact their local customs authorities regarding possible refunds of import duties or taxes.
If AIG Bath collected a tax or duty that must legally be refunded, we will comply with the applicable requirements.
13. Refunds
Once returned goods have been received and inspected, eligible voluntary refunds will normally be processed within 14 calendar days.
Refunds will generally be issued to the original payment method.
The time required for the funds to appear in your account depends on your payment provider.
Any mandatory statutory refund deadline or procedure takes precedence.
14. Special Orders and Finishes
Standard manufacturer finishes, colours and catalogue configurations are not automatically considered customized products.
Products manufactured specifically according to a customer’s individual specifications may be excluded from voluntary returns if the exclusion was clearly disclosed before purchase and is permitted by applicable law.
PART C — DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS
15. Product Issues
If your order arrives damaged, defective or incorrect, please contact us as soon as reasonably possible.
Email: info@aigbath.de
Please provide your order number, a description of the issue and photographs where available.
We will assess the issue and provide an appropriate remedy in accordance with applicable consumer protection laws.
Depending on the circumstances, this may include repair, replacement, a price reduction or a refund.
Where AIG Bath is legally responsible for defective or incorrectly supplied goods, the associated return costs will be handled according to applicable law.
Nothing in this section restricts statutory warranty or consumer remedies.
PART D — CANCELLATIONS & CONTACT
16. Order Cancellation
Customers may request cancellation before an order has been fulfilled.
Please contact info@aigbath.de as soon as possible.
If an order has already been dispatched, the applicable withdrawal or return procedure may apply.
This cancellation procedure does not restrict statutory rights.
17. Return Address & Contact Information
AIG Bath
Operated by AIG Bathroom GmbH
Mosaikweg 28
53489 Sinzig
Germany
Email: info@aigbath.de
For voluntary returns, please contact us before dispatching your parcel so that we can provide the appropriate return instructions.
For statutory withdrawals, advance approval is not required.
18. Mandatory Consumer Rights
Nothing in this policy excludes or limits mandatory consumer protection rights, statutory withdrawal rights or remedies for defective or non-conforming goods.
Where a provision conflicts with applicable mandatory law, that law will prevail.