Casa Padrino · Trust and service
Furniture returns: how withdrawal works at Casa Padrino
Demotex GmbH · Essen · since 2007
A sofa, a bed or a set of dining chairs is never a casual purchase. When you order furniture online, the first time you truly see it is when it stands in your own room. That is why the question of furniture returns belongs to the most important questions before buying. This page explains in plain language how the statutory right of withdrawal generally works for furniture, where its limits lie and where you will find the binding rules for your order with Casa Padrino.
Casa Padrino is the furniture brand of Demotex GmbH, based in Essen, Germany. Since 2007 we have supplied luxury furniture in baroque, Art déco and classic style to customers in Germany, across Europe and worldwide. Consumers who buy from us have a right of withdrawal of 14 days from receipt of the goods. Custom-made pieces, produced specifically to a customer's specifications, are excluded.
One point first: this page is meant as orientation, not as legal advice. The only binding text is the withdrawal information published in the shop. It sets out every detail that applies to your purchase.
What the right of withdrawal means for furniture
Under European consumer law, anyone who buys online as a consumer can usually cancel the contract within a set period without giving a reason. The idea is simple: what you would check in a store, you check at home, and the right of withdrawal gives you the time to do so.
For furniture, this right applies in principle just as it does for any other goods. It makes no difference whether you ordered a side table or a large sofa. The differences lie mainly in the practical side, because an armchair travels back differently from a wardrobe. How a return is handled in detail is set out in each retailer's withdrawal information.
It also matters who holds the right. By law it belongs to consumers, meaning private individuals buying for their own use. Orders placed by businesses, for example for a hotel or a restaurant, are generally not covered. If you are buying on behalf of a company, it is best to clarify any questions about returns with us before you order.
The 14-day period: when it starts
At Casa Padrino the withdrawal period for consumers is 14 days from receipt of the goods. What counts is therefore not the day you ordered or the day you paid, but the day the furniture actually reaches you.
Plan those 14 days consciously. Unpack the furniture promptly, place it where it is meant to stand and take a calm look at it. If you realise that a piece does not suit the room, do not wait until the final day. Special cases, such as a delivery arriving in several parts, are covered in the withdrawal information in the shop.
Custom-made pieces: why withdrawal does not apply
A large share of our work is bespoke: a sofa in a particular width, a bed in a non-standard size, a chair with an upholstery of your choice, or a complete interior planned together with architects and interior designers. Such pieces are made for one customer and cannot simply be passed on to another.
The law takes this into account. There is no right of withdrawal for goods made to the customer's specifications or clearly tailored to personal needs. At Casa Padrino, custom-made pieces are therefore excluded from withdrawal. This makes it all the more important to agree dimensions, colours and materials carefully before ordering. Our page on the bespoke furniture process explains how a custom commission works.
★★★★★
“The lady who welcomed us was very kind and friendly. [...] The prices are very high, but you really get very good things that last a lifetime. This is furniture for generations that you can pass on. [...] Conclusion: if you like baroque furniture, this is the right place.”
Dr., Google review
How to declare your withdrawal
Under European law a withdrawal generally has to be declared clearly. Simply sending the goods back without comment, or refusing delivery, is not enough. The clearest way is a short written message, for example by email to info@casa-padrino.de, stating your name, your address, your order number and which items you wish to withdraw from.
You do not have to give a reason. If you nevertheless tell us what did not work for you, we can advise you better on future purchases.
How the return shipment is then organised and how the refund is made is described in the withdrawal information. For large pieces of furniture it is advisable to contact our customer service beforehand so that the next steps are clear.
Inspecting and packing furniture with care
You may inspect a piece at home in the same way you would in a store: unpack it, look at it, sit on it, open the drawers and view the colour in your own light. As a general rule of consumer law, you may be liable for a loss in value if the goods have been used beyond that kind of inspection.
Keep the packaging, where possible, until you are sure. Fine finishes, gold leaf, lacquer and velvet are delicate, and suitable packaging protects a piece on the way back just as it did on the way to you. Take photos of the piece before returning it so that its condition is documented.
Withdrawal, warranty and transport damage: three different things
In everyday language these terms are often mixed up. Withdrawal is your right to cancel a purchase without a reason when a flawless piece simply does not appeal to you. The statutory warranty, by contrast, concerns defects: for consumers in Germany and the EU a general legal warranty of two years applies. You can read more on our page about furniture warranty.
Transport damage is a separate matter again. Visible damage should be noted on the delivery note on receipt, and photos sent to us. Casa Padrino then handles the claim with the freight forwarder and arranges repair, replacement or refund. Our page on furniture transport damage describes what to do. In other words, you do not need to withdraw from a purchase to get a damaged piece put right.
Before you buy: avoiding the wrong choice
The best return is the one that never becomes necessary. Measure the room, the doors, the staircase and the lift before ordering a large piece. Compare the stated dimensions with the space available.
If you have questions about dimensions, materials or colours, we are glad to advise you by phone on +49 201 36577485 or by email. If you live nearby, you are welcome to visit us at Hammer Str. 64 in Essen, Monday to Friday from 10 am to 5 pm and Saturday from 10 am to 2 pm. All ways of reaching us are listed on our contact page. Useful guidance before a purchase can also be found on our pages about how to buy luxury furniture online and on baroque furniture.
The withdrawal information in the shop is binding
Everything on this page is a general explanation. The only text that is binding for your order is the withdrawal information in the Casa Padrino shop. Among other things, it sets out how the withdrawal is declared, how goods are returned, who bears which costs and how the refund is made. Please read it before you buy.
If you would like to know more about the company itself, you will find the complete company details in our legal disclosure and on the page Is Casa Padrino legit?.
Frequently asked questions
Frequently asked questions about furniture returns
Can I return furniture I bought online?
As a consumer you have a 14-day right of withdrawal from receipt of the goods when you buy from Casa Padrino. Within that period you can withdraw from the purchase. Custom-made pieces are excluded. The binding details are set out in the withdrawal information in the shop.
When does the withdrawal period start?
The period begins on receipt of the goods, that is, on the day the furniture reaches you. The date of your order is not what counts. Special cases, such as partial deliveries, are covered in the withdrawal information.
Do I have to give a reason for withdrawing?
No. The statutory right of withdrawal does not require a reason. A short note on why a piece did not suit you does, however, help us advise you better in future.
How do I declare my withdrawal?
The simplest way is a clear message by email to info@casa-padrino.de, including your name, address, order number and the items concerned. Returning the goods without any statement is generally not sufficient.
Does the right of withdrawal apply to custom-made furniture?
No. Furniture made to your specifications, for example in special dimensions or with individually chosen upholstery, is excluded from withdrawal. Please agree dimensions, colours and materials carefully with us before ordering.
Who pays for the return shipment?
This is governed by the withdrawal information in the Casa Padrino shop. Please check there which rule applies to your order.
May I try out the furniture before withdrawing?
You may inspect the furniture as you would in a store: unpack it, look at it and sit on it. As a general rule, you may be liable for a loss in value if the goods are used beyond that. Please handle the piece with care.
What should I do if a piece arrives damaged?
That is transport damage, not a matter for withdrawal. Note visible damage on the delivery note on receipt and send us photos. Casa Padrino handles the claim with the freight forwarder and arranges repair, replacement or refund.
Do businesses also have a right of withdrawal?
The statutory right of withdrawal is reserved for consumers. Orders for hotels, restaurants or other commercial purposes are generally not covered. For commercial projects, please talk to us before ordering.
Where can I find the binding rules on returns?
In the withdrawal information in the Casa Padrino shop. Only that text applies to your purchase. This page is intended purely as general orientation and does not replace legal advice.
Casa Padrino: an international house of luxury furniture
Since 2007 Casa Padrino has stood for luxury furniture in baroque, Art déco and classic style, together with lighting, mirrors, accessories, garden furniture and sculptures. We furnish private homes, hotels, restaurants and bars, create bespoke pieces and work closely with architects and interior designers. Discover our collection at www.casa-padrino.de/en.
