Terms of Service

These Terms of Service govern the use of Matpause operated by Baltruschat Carpet GmbH. By accessing the website or placing an order, customers agree to the terms set out below.

1. Company Information
   Baltruschat Carpet GmbH
   Am Leveloh 3 – 7
   45549 Sprockhövel
   Germany
   Email: carpet@matpause.com
   Telephone: +49 2327 4128765
   Website: www.matpause.com
2. Order Processing
   Orders placed through the website are officially processed within 1–3 working days. Processing includes order confirmation, internal preparation and quality verification of items, and coordination with authorized shipping services.
3. Shipping, Delivery, and Custom Transparency

• Delivery is arranged via recognized international carriers, including DHL, FedEx, and UPS, depending on the destination and service availability.
• Estimated delivery time is typically 5–10 working days after dispatch.
• Customers receive electronic notifications at key stages of the delivery process, including dispatch confirmation and live tracking updates sent to the email address provided during checkout.
• All international shipments to Europe and the United States are managed with complete structural transparency. If a delivery exceeds the standard timeframe, the situation will be prioritized and reviewed in direct coordination with the carrier. To protect our customers against non-delivery risks, Baltruschat Carpet GmbH guarantees full resolution, including prioritized replacement or a full refund for any officially lost shipments.

1. Transfer of Risk
   For consumers within the European Union and international destinations, risk relating to loss or damage of goods remains with Baltruschat Carpet GmbH until the goods are physically delivered to and received by the customer, in accordance with applicable statutory consumer protection regulations.
2. Right of Withdrawal (EU Customers)
   In compliance with the EU Consumer Rights Directive, customers within the European Union are entitled to a statutory 14-day withdrawal period beginning from the date of receipt of the goods.
   To exercise the right of withdrawal, customers must submit a clear statement via email to: carpet@matpause.com within the 14-day timeframe.
3. Returns and Product Issues
   Where goods arrive with visible transit damage or manufacturing defects, customers may contact customer support by email within the framework of their statutory warranty rights and provide relevant photographic or video evidence.

Upon receipt, our customer service team will conduct a prompt professional review. Confirmed issues will be fully resolved through prioritized product replacement or a full refund. To ensure compliance with standard retail practices, Baltruschat Carpet GmbH reserves the right to request the return of the affected item for internal inspection, or coordinate verified disposal instructions based on the official review findings.

7. Refund Processing Timelines
   Where refunds are applicable and approved, they are issued back to the original payment method used for the order. Baltruschat Carpet GmbH processes refunds immediately within 3–5 business days, subject to the standard banking processing timelines required by Stripe or the relevant financial institution to credit the funds back to your account statement.
8. Customer Responsibilities
   Customers are responsible for providing accurate, valid delivery and contact information at the time of order placement. Incorrect or incomplete information may affect delivery timelines and carrier routing, for which the customer maintains responsibility.
9. Limitation of Liability
   To the extent permitted by applicable law, Baltruschat Carpet GmbH shall not be held responsible for indirect or incidental issues arising from unusual delays caused by external carriers, force majeure events, or circumstances entirely beyond reasonable operational control. Nothing in these Terms excludes or limits liability where such exclusion is not permitted under mandatory applicable consumer protection laws.
10. Governing Law
    These Terms are governed by the laws of the Federal Republic of Germany. Where required, mandatory consumer protection rules of the customer’s country of residence (including applicable US state regulations) shall also apply to ensure absolute compliance.
11. Contact
    For any questions regarding these Terms of Service, customers may contact:
    Email: carpet@matpause.com
    Telephone: +49 2327 4128765
    Address: Am Leveloh 3 – 7, 45549 Sprockhövel, Germany