Returns & Withdrawal

Last updated: 20 October 2026

Your statutory withdrawal and defect rights remain fully available. Where a statutory right of withdrawal applies, you can return your order as explained below, including if you selected a size or colour that you no longer want. We do not offer an additional voluntary return period or a separate free size or colour exchange.

1. Contact Dragyx

Your seller and contact for returns, withdrawal and complaints is:
Matthias Neumann, trading as Dragyx
Wagendorferstraße 77
8423 Wagendorf
Austria
Email: dragyx.service@gmx.at
Telephone: +43 677 63169454

Please include your order number, the affected item and a short description so we can identify your order. If you are exercising a right of withdrawal, no reason is required.

2. How returns work

Tell us what happened. For damage, a defect or an incorrect item, email us promptly and, where reasonably possible, include clear photos of the item, the affected area and its label. For a statutory withdrawal, send us a clear statement within the applicable withdrawal period; you do not need our approval.
Use the correct return route. For a statutory withdrawal, return the goods directly to Dragyx at the Austrian address in section 5; no prior return approval is required. For a defect, damage or an incorrect item, contact us first so we can assess the issue using photos and arrange any necessary steps. A physical return is normally not required for these quality claims. If one is necessary, we will confirm the destination and arrange the legally required return or collection before you ship.
Keep your proof of posting. Include your order number in the parcel where possible and use suitable protective packaging. Tracking is recommended, but it is not an additional condition for exercising statutory rights.
We handle your remedy or refund. Dragyx deals with you as the seller. Your rights do not depend on our production partner reimbursing us. Any refund we owe you is processed by Dragyx.

3. Statutory right of withdrawal

The following notice applies where you have a right of withdrawal under Austrian or applicable EU/EEA consumer law. Any other applicable mandatory consumer rights, including rights under the law of your country of habitual residence where applicable, are unaffected. We do not offer an additional voluntary return period.

You may withdraw from the contract within 14 days without giving any reason. The period runs from the day you, or a person you designate other than the carrier, receive the goods. For several goods ordered together and delivered separately, it runs from receipt of the last good. If one good is delivered in several lots or pieces, it runs from receipt of the last lot or piece.

To withdraw, inform Matthias Neumann, trading as Dragyx, at the postal address or email address above by a clear statement of your decision, for example by email or letter. You may use the model form below, but this is optional. Any legally valid method of withdrawal remains available.

You can also use the online withdrawal function through our FAQ: select “Withdraw from your contract here” at the top of the FAQ. If you use it, we will promptly send an acknowledgement on a durable medium, such as email, recording the content of your withdrawal and the date and time of receipt.

You meet the deadline by sending your withdrawal statement before the 14-day period expires. Our prior approval, a return authorisation number or a reason for withdrawal is not required. You may also exercise an existing statutory right of withdrawal before delivery.

4. Returning goods after withdrawal and receiving your refund

After notifying us of withdrawal, send the goods back without undue delay and no later than 14 days after that notification. Posting them before that deadline is sufficient.

Send withdrawal returns directly to Dragyx at the address in section 5. This is our return address for these returns, including international orders. You do not need to identify a production facility or wait for our approval before sending the goods back within the applicable deadline.

You bear the direct cost of returning goods when exercising a statutory right of withdrawal. We do not provide a free return label for a change of mind or a size you selected incorrectly. Different rules apply where the law requires us to bear costs for defective or incorrectly supplied goods.

When you withdraw from the whole contract, we reimburse the payments received from you, including the cost of the least expensive standard delivery we offered. Any extra amount paid for a more expensive delivery method does not have to be reimbursed. We do not charge a restocking or cancellation fee for a statutory withdrawal.

We reimburse you without undue delay and within 14 days after receiving your withdrawal statement. We may withhold reimbursement until we have received the goods back or you provide evidence of having sent them back, whichever happens first. This withholding right does not apply if we have offered to collect the goods.

The refund uses the original payment method unless you expressly agree otherwise. We do not charge a refund fee or replace a money refund with store credit without your agreement.

You are liable only for diminished value caused by handling beyond what is necessary to establish the goods’ nature, characteristics and functioning. Trying on clothing as you would in a shop does not itself remove the right of withdrawal. Original packaging and attached tags are not absolute conditions for exercising that right.

5. Return address for withdrawal

Send goods returned under your statutory right of withdrawal to:

Matthias Neumann / Dragyx Returns
Wagendorferstraße 77
8423 Wagendorf
Austria

Dragyx is the final destination for ordinary withdrawal returns. These goods remain with Dragyx and are not forwarded to our production partner. Please include your order number where possible so we can identify the return. This is helpful for processing and is not an additional condition for exercising your statutory rights.

A fulfilment partner’s sender or return address printed on your delivery parcel may be used by the carrier for undeliverable shipments. It is not the return address for your withdrawal. For faulty, damaged or incorrectly supplied goods, follow section 6 instead.

Sending back a parcel does not, by itself, clearly communicate your decision to withdraw. Please also notify Dragyx as explained in section 3; the model form is optional.

6. Faulty, damaged or incorrectly supplied goods

If an item is faulty, damaged, misprinted or different from what you ordered, contact us at dragyx.service@gmx.at. Please report problems promptly so we can investigate with our production partner. This request does not shorten your statutory rights or impose our production partner’s internal claim deadlines on you.

We normally assess these claims using photos and order details and submit the claim to our production partner. Under our production partner’s current general policy, damaged, misprinted or incorrectly supplied items do not need to be sent back for a replacement or refund. Please contact us before posting an item for assessment so we can avoid an unnecessary shipment. If a physical inspection is required in your case, we will arrange a direct return from you to the destination confirmed by our production partner before you ship. There is no intermediate shipment through Dragyx. Statutory withdrawal returns continue to go to our Austrian address in section 5.

We provide the remedies required by applicable law. These can include repair or replacement and, where the legal conditions are met, a price reduction or termination and refund. Necessary costs of a legally required remedy are borne by us. You do not have to arrange or pay for a second shipment of goods already returned to Dragyx.

A free replacement is not conditional on you purchasing a second item. Photos help us investigate, but an inability to provide a particular photo does not automatically remove your statutory rights. Your rights also apply to personalised goods.

7. Size selection and personalised products

If the size you ordered was supplied correctly but does not fit, we do not offer a separate voluntary size exchange. Where a statutory right of withdrawal applies, you may withdraw and place a separate order for the size you want. If the size supplied differs from the order, or the item otherwise fails to conform to the contract, section 6 applies.

Production after ordering does not, by itself, exclude withdrawal. Selecting an existing Dragyx design, standard size or standard colour is not automatically personalisation. A number already forming part of a standard design is not, by itself, customer personalisation.

If we separately offer genuinely personalised goods, such as an item made with your own name, a number individually specified by you for personalisation, or individually supplied artwork, a statutory exception may apply where the legal conditions are met. Any applicable exclusion will be explained before the personalised order is placed. This does not affect rights concerning defects.

8. Model withdrawal form

Complete and send this form only if you wish to withdraw. You may also use your own clear statement.

To:
Matthias Neumann, trading as Dragyx
Wagendorferstraße 77
8423 Wagendorf
Austria
Email: dragyx.service@gmx.at

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods:

Goods: ___________________________________________
Ordered on (*) / received on (*): ___________________
Name of consumer(s): ______________________________
Address of consumer(s): ____________________________
Signature of consumer(s), only if submitted on paper: ___________________
Date: ____________________________________________

(*) Delete as appropriate.