Revocation Policy

Right of cancellation for consumers
A consumer is any natural person who enters into a legal transaction for purposes that can predominantly be attributed neither to his or her commercial nor to his or her independent professional activity.

Cancellation policy

Right of cancellation
You have the right to cancel this contract within 14 days without giving any reason.
The withdrawal period is 14 days from the day,

– on which you or a third party named by you, who is not the carrier, have taken or has taken possession of the goods if you have ordered one or more goods as part of a uniform order and these are or will be delivered uniformly;

– on which you or a third party named by you, who is not the carrier, have taken possession of the last goods or has taken possession of the last goods if you have ordered several goods as part of a uniform order and these are delivered separately;
– on which you or a third party named by you, who is not the carrier, have taken possession of the last partial consignment or the last piece if you have ordered goods that are delivered in several partial consignments or pieces.

In order to exercise your right of withdrawal, you must inform us (PAN Terra GmbH, Im Wiesele 3, 76275 Ettlingen, Germany, e-mail address: of your decision to withdraw from this contract by means of a clear declaration (e.g. a letter or e-mail sent by post). You can use the attached model withdrawal form for this purpose, which is, however, not mandatory.

To comply with the cancellation period, it is sufficient that you send the notification of the exercise of the right of cancellation before the end of the cancellation period.

Consequences of withdrawal

If you withdraw from this contract, we must refund all payments we have received from you, including delivery costs (with the exception of additional costs resulting from the fact that you have chosen a type of delivery other than the cheapest standard delivery offered by us), without delay and at the latest within fourteen days of the day on which we received notification of your withdrawal from this contract.

For this repayment, we will use the same means of payment that you used for the original transaction unless expressly agreed otherwise with you; in no case will you be charged any fees because of this repayment.
We may refuse repayment until we have received the goods back or until you have provided proof that you have returned the goods, whichever is earlier. You must return or hand over the goods to us without delay and in any case no later than fourteen days from the day on which you notify us of the cancellation of this contract.

The deadline is met if you send the goods before the expiry of the period of fourteen days.
You shall bear the direct costs of returning the goods. The costs for returning the goods are approximately the same as the shipping costs. The return costs tend to be slightly higher than the shipping costs.
You only have to pay for any loss in value of the goods if this loss in value is due to handling of the goods that are not necessary for checking the condition, properties, and functioning of the goods.

Exclusion or premature expiry of the right of withdrawal

The right of withdrawal does not apply to contracts for the delivery of goods that are not prefabricated and for the manufacture of which an individual selection or determination by the consumer is decisive or which are clearly tailored to the personal needs of the consumer.

– For the delivery of goods that can spoil quickly or whose expiry date would be quickly exceeded.
– For the delivery of live animals, custom-made products, hygiene products, promotional goods, and special items.

Sample withdrawal form

If you wish to cancel the contract, please complete and return this form.

Postal address: PAN Terra GmbH, Im Wiesele 3, 76275 Ettlingen, Germany
E-mail address:

I/we (*) hereby withdraw from the contract concluded by me/us (*) for the purchase of the following goods:

Ordered on (*)/received on (*) _________________________

Name of the consumer(s) _________________________

Address of the consumer(s) ______________________________________________________________________

Signature of the consumer(s) ____________________________________________________________________

Date _____________________

(*) Delete as applicable.

Exchange and Refund Policies

Please note the following exchange and refund policies:

  • Hygiene items, live animals, digital products, as well as discounted items, are excluded from exchange and refund.
  • Gift cards and voucher codes are also non-exchangeable and non-refundable.
  • We do not offer a money-back guarantee. However, if you are dissatisfied with a product, we can provide a replacement as a gesture of goodwill.