Terms of Service

1. Overview

These Terms of Service apply to your access to and use of jademugs.com, including browsing products, creating an account, adding items to your cart, placing an order, making a payment, arranging delivery, submitting a return request, requesting a refund, or contacting our customer service team. By using this website, you confirm that you have read, understood, and agreed to these Terms of Service and all policies referenced in this document. If you do not agree with these Terms of Service, you should not use the website or place an order through jademugs.com.

2. Website Operator and Contact Information

This website is operated by AUTOHAUS DIAB GMBH. Throughout the website, the terms “we,” “us,” and “our” refer to AUTOHAUS DIAB GMBH. We provide tableware, dining, and kitchen-related products for everyday household use and related customer support services. If you have any questions about these Terms of Service, your order, payment, shipping, return, refund, privacy rights, or customer service request, you may contact us by email at support@jademugs.com, by phone at +49 40 8306262, or by mail at Datumer Chaussee 233 a, 25421 Pinneberg, Germany.

3. Website Platform

This website is a self-hosted online store built on WordPress and powered by WooCommerce. We use this platform to display products, operate shopping cart and checkout functions, manage customer orders, send order-related communications, support payment confirmation, arrange shipping, process returns, manage refunds, and provide customer service. You agree not to interfere with the normal operation of the website, attempt unauthorized access, test vulnerabilities, overload the server, misuse checkout functions, or use the website in any way that may damage, disable, or impair the service.

4. Eligibility and Customer Responsibility

By using this website or placing an order, you confirm that you are legally able to enter into a binding agreement under the laws applicable to you. You also confirm that all information you provide to us, including your name, billing information, shipping address, phone number, email address, and payment details, is accurate, current, and complete. You are responsible for reviewing your order information before completing checkout. We are not responsible for delays, failed delivery, return shipping fees, additional charges, or order issues caused by incorrect, incomplete, outdated, or unauthorized information provided by the customer.

5. Product Information and Product Use

We make reasonable efforts to provide accurate product descriptions, images, specifications, measurements, materials, colors, prices, availability, and other product details. However, product images may appear slightly different due to lighting, screen settings, photography, production batches, packaging updates, or measurement methods. Because our products are tableware, dining, and kitchen-related items, customers should review the product size, material, capacity, finish, care instructions, intended use, and any safety or cleaning requirements before placing an order. Products should be used only for their intended household dining, serving, food preparation, or kitchen use and in accordance with any instructions provided.

6. Orders and Order Acceptance

When you place an order through jademugs.com, you are making an offer to purchase the selected products under these Terms of Service. An order is not fully accepted until payment has been successfully authorized and the order has entered processing. We reserve the right to review, refuse, cancel, or limit any order if there is a pricing error, product availability issue, shipping restriction, payment failure, suspected fraud, abnormal order activity, incorrect customer information, or any other issue that prevents normal fulfillment. If an order is cancelled after payment has been collected, we will issue a refund to the original payment method where applicable.

7. Pricing, Currency, and Taxes

All product prices, shipping fees, order totals, refunds, and payment transactions on our website are processed in Euros (EUR). Prices and promotions may change without prior notice, but changes will not affect orders that have already been accepted unless there is an obvious error. If your payment method uses another currency, your bank, card issuer, PayPal, Stripe, wallet provider, or other payment provider may apply currency conversion rates, foreign transaction fees, or related charges. Such charges are determined by your financial institution or payment provider and are not controlled by us.

8. Payment Terms

We accept the payment methods displayed at checkout, including supported cards, PayPal, Apple Pay, Google Pay, and other available payment options where applicable. Payments may be processed by third-party payment service providers, including Stripe and PayPal. We do not directly collect, store, access, or retain your full card number, CVV, payment password, bank login details, or other sensitive payment credentials on our servers. Payment authorization, fraud screening, verification, and settlement are handled by the applicable payment provider. For more detailed payment rules, please review our Payment Policy.

9. Payment Security, Failed Payments, and Verification

Payment transactions may be subject to security review, authorization checks, fraud screening, risk control, identity verification, card issuer approval, or additional authentication by Stripe, PayPal, your bank, card issuer, or wallet provider. A payment may fail because of incorrect billing information, insufficient funds, expired payment details, bank restrictions, failed security verification, network errors, payment provider refusal, or suspected fraud. If payment cannot be verified or completed, we may suspend processing, request additional information, cancel the order, or ask you to place a new order using another accepted payment method.

10. Shipping Coverage and Processing

We provide worldwide shipping services where carrier service is available. Orders are normally processed within 1–4 business days after successful payment confirmation, excluding weekends and public holidays. Processing time is separate from shipping transit time. Shipping availability may vary depending on the destination address, carrier coverage, customs requirements, local regulations, remote-area restrictions, and logistics limitations. For complete details about shipping coverage, order processing, tracking, carriers, delivery responsibilities, and estimated delivery time, please review our Shipping Policy.

11. Shipping Fees, Delivery Time, and Tracking

Shipping fees are based on the delivery region and are shown at checkout before payment is completed. Under our current shipping terms, orders shipped to Germany have a shipping fee of EUR €4.99 with free shipping available for orders of EUR €89 or more. Orders shipped to other European regions have a shipping fee of EUR €12.99 with free shipping available for orders of EUR €129 or more. Orders shipped to other regions worldwide have a shipping fee of EUR €16.99. Tracking information may take 48–72 hours to update after the package is handed over to the carrier. Orders shipped within Germany are generally delivered within 5–9 business days after dispatch. Orders shipped to other European regions are generally delivered within 7–14 business days after dispatch. Orders shipped to other international regions are generally delivered within 10–20 business days after dispatch. Delivery times are estimates only and may be affected by carrier delays, customs clearance, holidays, weather, or local delivery conditions.

12. Customs, Duties, and Import Taxes

For orders shipped within Germany, no customs duties or import taxes apply. For orders shipped to other European Union destinations, customs duties generally do not apply, but VAT or other local charges may apply where required by law. For orders shipped outside Germany or outside the European Union, customs duties, import taxes, VAT, brokerage fees, or other local charges may be charged by the destination country, customs authority, or carrier. These charges are the responsibility of the customer unless otherwise required by law. Customs inspections, unpaid duties, incomplete customs information, import restrictions, or local delivery rules may delay delivery. We are not responsible for delays or costs caused by customs procedures outside our control.

13. Delivery, Signature, and Failed Delivery

Please make sure your shipping address, phone number, email address, postal code, apartment number, and delivery details are accurate before placing an order. Some packages may require a signature upon delivery depending on the carrier, destination, order value, or local delivery rules. If delivery fails because the address is incorrect, incomplete, refused, unclaimed, or unavailable for receipt, additional shipping fees, return fees, storage fees, reshipment fees, or deductions from any applicable refund may apply. Risk of loss may be affected by the carrier’s delivery confirmation and the circumstances of the delivery issue.

14. Damaged, Lost, Incorrect, or Problem Packages

If your package arrives damaged, has missing items, contains an incorrect product, or shows signs of delivery problems, you must contact us within 48 hours after delivery. Please provide your order number, clear photos of the product, photos of the damaged area if applicable, photos of the outer packaging, photos of the shipping label, and a brief description of the issue. We may use this information to verify the claim, contact the carrier, review delivery records, and determine whether a replacement, refund, partial refund, or another reasonable solution is appropriate. Failure to provide timely and complete evidence may affect the review result.

15. Returns and Return Conditions

Return requests, return eligibility, product condition requirements, return shipping fees, inspection procedures, refund approval, and refund timing are governed by our Refund and Returns Policy. Because our products are tableware, dining, and kitchen-related items, returned items must generally be unused, clean, undamaged, complete, and in resalable condition. All original packaging, labels, manuals, accessories, lids, handles, removable parts, protective materials, or other included components must be returned where applicable. Items that have been used with food or beverages, washed, stained, scratched, chipped, cracked, broken, modified, missing parts, or damaged due to improper use may be refused or subject to a partial refund after inspection.

16. Refunds and Original Payment Method

Approved refunds are issued back to the original payment method used for the order. Refunds are typically processed within 7 business days after the return or refund request has been inspected and approved. After we submit a refund, the time required for the funds to appear in your account may vary depending on your bank, card issuer, Stripe, PayPal, digital wallet provider, or other payment provider. We cannot issue refunds to a different card, account, wallet, or payment method unless required by law or permitted by the payment provider. Shipping fees, duties, taxes, or other charges may be refundable or non-refundable depending on the order situation and the applicable policy.

17. Privacy and Data Protection

We collect and use personal information to operate the website, process orders, confirm payments, arrange shipping, send tracking updates, provide customer service, review returns, issue refunds, prevent fraud, maintain website security, respond to disputes, and comply with legal obligations. Our handling of customer information, order records, payment-related records, cookies, analytics, GDPR rights, United States privacy rights, data retention, and security measures is described in our Privacy Policy. By using the website, you acknowledge that your information may be processed as described in that policy.

18. Disputes, Chargebacks, and Customer Communication

If you have a concern about an order, payment, shipment, return, refund, damaged item, delivery issue, or product condition, you agree to contact us first at support@jademugs.com so we can review the matter and attempt to provide a reasonable solution. We may retain and use order records, payment confirmation, tracking information, delivery proof, customer communications, return authorization, inspection results, refund records, and related evidence to respond to Stripe, PayPal, banks, card issuers, carriers, or courts in connection with a payment dispute, chargeback, fraud claim, or legal claim. Filing a dispute or chargeback does not automatically cancel these Terms of Service or any applicable policy requirements.

19. Prohibited Uses and Abuse Prevention

You may not use this website for unlawful, fraudulent, abusive, misleading, harmful, or unauthorized purposes. You may not submit false information, use stolen payment details, abuse promotions, make fraudulent return claims, file false delivery claims, upload malicious code, interfere with website security, scrape data without permission, impersonate another person, violate intellectual property rights, or attempt to access customer data, payment systems, servers, or administrative areas without authorization. We reserve the right to cancel orders, refuse service, restrict access, or take legal action if we believe the website or our services are being misused.

20. Governing Law, Court Jurisdiction, and Changes to Terms

These Terms of Service, your use of jademugs.com, and any order placed through this website shall be governed by and interpreted in accordance with the applicable laws of Germany, without prejudice to any mandatory consumer protection rights that may apply in the customer’s country or region of residence. To the fullest extent permitted by law, any dispute, claim, or controversy arising from or relating to these Terms of Service, the website, products, payment, shipping, returns, refunds, privacy, customer service, or any related transaction shall be submitted to the courts with jurisdiction over Datumer Chaussee 233 a, 25421 Pinneberg, Germany, unless applicable law provides the customer with the right to bring a claim in another competent court. Disputes shall be resolved through the court process unless applicable law requires otherwise. We may update these Terms of Service from time to time, and the updated version will apply once posted on this page. If you have questions about these Terms, please contact us at support@jademugs.com, by phone at +49 40 8306262, or by mail at Datumer Chaussee 233 a, 25421 Pinneberg, Germany.