Terms & Conditions

Our terms and conditions – clear, transparent, and free of fine print. Here you can find out how orders, payments, deliveries, and returns work at Spritzwerk. Everything is easy to follow – fair and reliable for both sides.

You can read our current Terms and Conditions here or download the PDF version.
Last updated: October 2025

Please note: This English translation is provided for convenience only. The German version is legally binding.

1. Contracting Party and Scope

1.1 Contracting Party

These General Terms and Conditions (“GTC”) govern all contracts between the company (also “Seller” or “Provider”):

and consumers (B2C) as well as businesses (B2B) (hereinafter “Customer/Customers”).

1.2 Scope

“Spritzwerk” is a specialist retail branch of MILDcommerce e.U. and operates the online shop spritzwerk.at as well as additional sales and communication channels (e.g., social media profiles with purchase/ordering functions). These GTC apply to orders placed via the online shop, via such external purchase channels, and to sales or services performed at the business location and off-premises (e.g., at the customer’s site).

1.2.1 Domain/redirect access

These GTC apply regardless of which domain or redirect is used to access our shop (e.g., spritzwerk.at and additional country TLDs).

Deviating or supplementary terms of the Customer shall not become part of the contract—even if known— unless the Seller has expressly agreed in writing to their validity.

Our offer is directed at consumers (B2C) and businesses (B2B) within the countries selectable during checkout. Additional rules for B2B apply in particular in 5. Delivery & Shipping and 8. Warranty, Guarantee & Liability .

1.3 Contract Language

The language of the contract is German. In case of discrepancies between language versions, the German version shall prevail.

2. Shop Process & Technology

2.1 Order Process Overview

Product presentations in the online shop do not constitute binding offers but invitations to order. Customers may place items in the cart and review or edit entries before submitting the order. Items can be added via “Add to cart”, “Add selection to cart”, “Add to basket” or — where offered — purchased directly via a PayPal “Buy now” button.

By clicking “Buy now” or “Sofort kaufen/Buy now”, the Customer submits an order. The contract is concluded upon the automated order confirmation e-mail. The contract is subject to the reservation of obvious pricing errors and non-availability. Prior to submitting the order, customers are again informed of the applicability of these GTC.

Orders placed outside the online shop (e.g., by phone, e-mail, messenger) are also possible; they are subject to these GTC and are usually confirmed by e-mail.

2.2 Customer Account & Guest Checkout

Customers may create an account or order as guests. Orders stored in an account can be viewed there at any time. No persistent data storage occurs for guest orders.

2.3 Technical Correction Options

Before submitting the binding order, Customers can correct their entries using the technical features provided (e.g., browser “back” or cart editing).

2.4 Storage of Contract Text

After conclusion of the contract, the Seller stores the contract text. Order data are sent by e-mail. The GTC are permanently available on the website and accessible via the e-mail footer; no separate transmission in text form is performed. Existing customers can view past orders in their account.

2.5 Electronic Communication

Order-related communication occurs electronically by e-mail. Customers must provide a correct and reachable e-mail address and keep it updated.

To avoid delays we recommend checking the spam/junk folder regularly and whitelisting our sender address. Statutory rights remain unaffected.

Messages are deemed received when sent to the e-mail address provided by the Customer; this does not apply if the Customer proves non-receipt (e.g., due to a technical fault outside their control). For B2B, the Customer bears the transmission risk within their IT sphere.

3. Prices & Payment Terms

3.1 Prices and Taxes

All prices are in Euro (EUR) and include statutory VAT for the delivery country selected by the Customer. VAT is calculated automatically based on the selected delivery country. Displayed prices adjust after login or after selecting the delivery country (gross/net display).

For customers in third countries, no VAT is charged after login/address selection, as import VAT is due in the destination country. If the Customer personally exports goods from the EU, the VAT of the delivery country is charged. A tax refund is possible upon submission of export documentation.

B2B Price Display:

• Net (no VAT): Business address outside Austria and a valid VAT ID (UID) suitable for intra-Community supplies has been correctly provided.
• Net (no VAT): At the Customer’s explicit request after manual switch by the Seller (request form available in the customer account).
• Gross (incl. VAT): For Austrian businesses that have not requested net display and where conditions for intra-Community supply are not met.

The prices shown in the online shop at the time of ordering are decisive.

3.2 Shipping Costs

Shipping costs are charged in addition unless the free-shipping threshold is reached. Any shipping costs are shown clearly in the cart and during checkout before order submission.

For deliveries outside the EU, additional duties, taxes, or fees may apply and are borne by the Customer.

3.3 Payment Methods

Payments are processed via the methods offered in the shop. Depending on the method, payments are processed by Mollie B.V. and PayPal.

Currently available methods:

• Apple Pay
• Google Pay
• Credit Card (Visa, MasterCard, American Express)
• PayPal
• Klarna ONE (invoice, installments, Sofort)
• EPS bank transfer (Austria)
• Trustly
• Riverty
• Billie (B2B only)
• Prepayment (bank transfer)
• Cash on delivery (if available; COD fee)
• Country-specific methods: Bancontact, blik, iDeal, MyBank, Przelewy24, Satispay
• Invoice for institutions, schools, and public bodies upon agreement

In-store: cash and debit/credit cards (Visa, Mastercard, Maestro). Availability may depend on the country.

3.4 Payment Processing & Fees

For certain methods (e.g., Klarna invoice), the provider’s terms apply in addition. Credit checks may be performed by the respective payment service.

Acceptance or denial of payment methods lies outside the Seller’s control. Prepayment by bank transfer is always offered.

All payments are transmitted via encrypted connections. Any fees or discounts are shown clearly during checkout.

The Seller may exclude methods for certain orders (e.g., new customers or unusual transactions).

3.5 Due Date

Unless agreed otherwise, all payments are due upon conclusion of the contract. For prepayment, funds must arrive within 7 calendar days of the order confirmation. Shipment occurs after receipt of payment. If payment is not made in time, the Seller may cancel the order.

3.6 Refunds

Refunds are made via the same payment method used by the Customer unless expressly agreed otherwise.

4. Retention of Title

Until full payment of all claims from the respective contract, goods remain the Seller’s property. Before transfer of title, resale, pledging, transfer by way of security, or other dispositions are not permitted without the Seller’s written consent.

For businesses (B2B), retention of title extends to all current and future claims arising from the ongoing business relationship (expanded retention of title).

In case of payment default or non-performance, the Seller may rescind the contract and demand the return of goods subject to retention of title.

5. Delivery & Shipping

5.1 Methods and Carriers

Delivery is made via the shipping options displayed during checkout. Standard shipping is handled by Österreichische Post and its partners. Available methods depend on the destination country, weight, and product category.

5.2 Delivery Area

Deliveries are available within Austria, the European Union, and selected third countries, as long as they are selectable during checkout. For non-selectable countries, availability and costs can be reviewed upon request.

5.3 Delivery Times

Unless otherwise stated, delivery within Austria typically takes 1–3 business days, and within the EU 3–7 business days, starting from receipt of payment or order confirmation.

Estimated delivery times are displayed transparently throughout the online shop; no guarantee is derived solely from these indications.

5.4 Collection

Orders can also be collected directly from our business location. Readiness for pickup will be communicated via e-mail or messenger. If goods are not collected within 14 days after notification, the Seller reserves the right to rescind the contract.

5.5 Transport Damage

Customers are requested to document any obvious transport damage, report it to the carrier promptly, and inform the Seller. Failure to do so does not affect statutory warranty rights but significantly facilitates claims processing.

5.6 Transfer of Risk

For consumers (B2C), the risk of accidental loss or deterioration passes upon handover to the Customer. For businesses (B2B), risk transfers when goods are handed over to the carrier.

5.7 Returns in the Context of Repairs/Service

Returns related to repair, inspection, or maintenance orders are generally at the Customer’s risk and expense, unless a warranty case exists. The Seller is liable only for damages resulting from intent or gross negligence.

6. Services (Repairs & Work Services)

6.1 Scope

This section applies to repairs, maintenance, customizations (e.g., airbrush work, custom builds) and other work services performed in-store, on-site, or after shipment/collection.

6.2 Process, Estimates & Diagnostic Fee

An estimate may be provided before work begins. If additional effort arises during diagnostics, we will inform the Customer before proceeding. A diagnostic fee may be charged, which will be credited against the final repair cost once the order is placed.

6.3 Early Start & Withdrawal

For distance contracts (B2C), consumers have a statutory right of withdrawal. If the consumer requests the service to begin before the withdrawal period ends, we may start work early. Upon full completion, the right of withdrawal expires. For partial completion, the consumer must pay a proportionate amount for the service already rendered. (The respective declaration is obtained during the order or booking process.)

6.4 Non-acceptance, Cancellation & Irreparable Devices

If the Customer cancels the order after work has started, or if repair proves uneconomical or technically impossible, the labour and material costs incurred up to that point, plus the diagnostic fee, are payable. Unrepaired devices are returned upon request; see Section 5 (Delivery & Shipping) .

6.5 Spare Parts, Old Parts & Cleaning

Installed parts become the Customer’s property upon payment; removed old parts become the Seller’s property unless agreed otherwise. For heavily soiled devices, a cleaning fee may be charged, which will be communicated in advance.

6.6 Warranty & Liability for Work Services

Statutory warranty periods apply to B2C customers. For B2B customers, warranty for work services is limited to 12 months from acceptance or handover; the duty to inspect and notify defects applies.

No warranty is provided for worn parts, improper use, third-party interference, chemical or environmental influences, or damage caused by solvents, cleaners, paints, thinners, or other chemicals. Further liability is governed by Section 8 (Warranty, Guarantee & Liability) .

6.7 Collection, Storage & Right of Retention

After completion, we will inform the Customer about collection or shipment. If the goods are not collected within 3 months or delivery fails, we may charge reasonable storage costs.

We retain a right of retention until all fees and costs have been fully paid. Return shipping is handled in accordance with Section 5 (Delivery & Shipping) .

7. Right of Withdrawal for Consumers (B2C)

7.1 Information, Period & Form

Consumers have the right to withdraw from a distance contract within 14 days without giving any reason. The period begins:

• for goods, when the consumer or a third party (not the carrier) takes possession of the goods (for split deliveries: upon receipt of the final item/consignment);
• for services, on the day of contract conclusion.

The withdrawal information is displayed during checkout and sent to the Customer as a PDF attachment to the order confirmation (durable medium); the model withdrawal form is included as the last page. A link to the withdrawal page is provided in the e-mail footer for convenience and does not replace the PDF attachment.

7.2 Exercising Withdrawal & Returns

A clear statement (e.g., e-mail) within the period is sufficient. Use of the model form is optional and may be submitted online or enclosed with the return.

7.3 Returns

Please return items – preferably in their original packaging, complete and securely packed. For faster processing, include the order number and note “withdrawal” inside the parcel.

Direct return shipping costs are borne by the Customer unless agreed otherwise. Unpaid (collect) shipments are not accepted and will be returned at the sender’s expense.

7.4 Consequences of Withdrawal (Goods)

After receipt of the withdrawal declaration, the order is flagged for return. The Seller refunds the full purchase price including the least expensive standard shipping cost after return and inspection of the goods, at the latest within 14 days after receipt of the return or submission of proof of dispatch.

Refunds will be made using the same payment method used in the original transaction, unless otherwise expressly agreed. If goods show damage, contamination, or value reduction from handling beyond what is necessary to establish their nature, characteristics, or functioning, the Seller may reduce or refuse the refund where resale as new is no longer possible.

The Customer must return the goods without undue delay and in any event within 14 days from the date the withdrawal notice was submitted.

7.5 Withdrawal from Services

If the consumer requests that the service begin before the end of the withdrawal period, they acknowledge that the right of withdrawal expires upon full performance. If withdrawal occurs after performance has begun, the consumer must pay a proportionate amount for the services already rendered.

7.6 Exclusions of Withdrawal

No right of withdrawal applies to:

• goods made to the consumer’s specifications or clearly customised (e.g., individual airbrush work, custom builds, customer-configured sets);
• sealed goods unsuitable for return for health or hygiene reasons once unsealed (e.g., masks, gloves, filters);
• books, audio/video recordings or software, if the delivered medium has been unsealed or used;
• digital content not supplied on a tangible medium, if the trader—with the consumer’s express consent and acknowledgment of losing the right—began performance before the withdrawal period ended;
• spare parts for airbrush/painting equipment and compressors, if already installed or the sealed original packaging has been opened.

Note: Spare parts may only be handled as would be permissible in a retail store. Commissioning, installation, filling (e.g., paints, thinners, oils) or operation exceeds permissible testing and typically leads to depreciation or total loss of value.

Traces of installation, contamination (e.g., paint, solvents), opened protective/ESD bags, missing accessories or damaged original packaging may reduce the refund amount. Statutory rights (in particular warranty) remain unaffected.

7.7 Model Withdrawal Form

You can fill out the withdrawal form online here or download it using the following link: Download withdrawal form .

7.8 Withdrawal for Businesses (B2B)

No statutory right of withdrawal applies to B2B contracts. Returns outside of warranty are generally excluded; any goodwill returns require prior written consent from the Seller.

Unpaid (collect) returns will not be accepted; the business Customer bears shipping and handling costs. Statutory rights remain unaffected, and the duty to inspect and notify applies.

8. Warranty, Guarantee & Liability

8.1 Statutory Warranty (B2C)

Statutory provisions under §§ 922 et seq. ABGB in conjunction with the Consumer Warranty Act (VGG) apply. The warranty period is 24 months from delivery. The Seller may repair or replace at its discretion. If this fails, the consumer may request a price reduction or contract rescission.

8.2 Warranty for Businesses (B2B)

The warranty period is 12 months from delivery. The buyer must inspect the goods immediately upon receipt and notify defects in writing within 7 days (§ 377 UGB). If notification is omitted, the goods are deemed approved.

Warranty for used or discounted items is excluded unless otherwise agreed.

8.3 Guarantee

Manufacturer guarantees, if any, are governed solely by the respective guarantee statements. They do not extend statutory rights. Claims must be made directly to the manufacturer unless stated otherwise in the product description or invoice.

8.4 Exclusions

No warranty or liability applies for damage caused by improper use, faulty installation, chemical influences, third-party interference, wear and tear, lack of maintenance, or force majeure. The same applies to improper repair attempts by the Customer or third parties.

8.5 Limitation of Liability

The Seller is liable only for intent and gross negligence. For slight negligence, liability exists only in case of breach of essential contractual obligations (cardinal duties) and is limited to foreseeable, typical damage.

This limitation does not apply to personal injury or claims under the Product Liability Act (PHG).

8.6 Product Liability

Claims under Austrian product liability law remain unaffected. Business Customers must inform their end customers about known product safety risks or recalls.

8.7 Data Loss, Software & Digital Content

The Seller accepts no liability for data loss, incompatibility, or system errors in connection with software, digital content, or storage media unless gross negligence is proven. Customers must back up data before installation or use.

8.8 Products for Professional Users (paints, chemicals etc.)

Part of our range – in particular paints, thinners, cleaners, coatings, hazardous substances, and chemicals – is intended exclusively for professional users and businesses and is clearly labelled as such.

Purchase and use require appropriate expertise, proper application, and compliance with all safety and legal regulations (e.g., Safety Data Sheets, CLP/labelling, occupational safety, and disposal requirements).

The Seller may request proof (e.g., company register extract, VAT ID, or commercial use) and may refuse orders if such proof is not provided.

The Seller is not liable for damage resulting from improper, non-intended, or non-compliant use (e.g., disregard of Safety Data Sheets, missing personal protective equipment, improper storage, dilution, or mixing), unless caused by intent or gross negligence.

Consumers may not purchase such products if this is explicitly excluded in the product description.

9. Vouchers, Promotions & Discounts

9.1 Value Vouchers (purchased)

Value vouchers can be redeemed in the Spritzwerk online shop and at our retail location. Only one voucher per order can be used. Vouchers must be redeemed in full; partial redemption or cash payout is excluded.

If the order value is below the voucher value, the remaining balance may – at the Customer’s explicit request – be credited as account balance and used for future orders. Re-issuing (partial) vouchers is excluded.

Vouchers are valid for 3 years from the purchase date and are freely transferable. No liability is assumed for loss or misuse unless caused by the Seller.

Not redeemable for purchasing additional vouchers. Combination with promotion vouchers is excluded; combining with other discounts may be possible on a case-by-case basis.

9.2 Promotion Vouchers & Discount Codes (free)

Examples include free-shipping coupons, newsletter or birthday discounts. These are issued free of charge and redeemable only online during the stated promotion period.

Promotion vouchers are non-transferable, non-resellable, non-redeemable for cash, and non-refundable. Combination with other promotion vouchers is excluded.

Category, brand, or product exclusions and minimum order values may apply. Only one voucher per order can be used.

If a (partial) return causes the order to no longer meet eligibility criteria (e.g., minimum order value), the granted benefit will be reversed (e.g., additional charge or offset during refund).

In cases of misuse or manipulation (e.g., multiple redemption or technical circumvention), the Seller reserves the right to cancel or revoke the benefit.

9.3 Application Order & Reversals

Technically, only one voucher can be applied per order – either value or promotion. If multiple codes are entered, the most recently entered code will apply.

If a value voucher was used and a refund arises, the refund will be processed primarily via the original payment method. Any remaining amount is credited to the customer account.

If no customer account exists, a value voucher for the remaining balance will be issued instead.

10. Communication & Customer Service

10.1 Channels

Enquiries, complaints and statements may be submitted by e-mail, phone or via the contact form on our website. Contact details are listed at the top of these GTC and in the imprint.

10.2 Cooperation Duties

Customers must ensure that their contact and address details are accurate and up to date, and must respond to queries within a reasonable period of time.

10.3 Evidence

Electronic documents (e.g. e-mails, system logs, order or payment records) shall be considered admissible evidence between the parties.

11. Data Protection

Personal data are processed in accordance with the Seller’s Privacy Policy available in the online shop. It provides information on categories, purposes, legal bases, recipients, storage periods and data subject rights (including access, rectification, erasure, restriction, portability and objection).

Processors and payment/logistics providers may be engaged; details are set out in the Privacy Policy.

12. Copyrights, Trademarks & Usage Rights

12.1 Shop Content

Texts, images, graphics, product data, layouts as well as brands and logos are legally protected. Any use beyond normal shop access (including reproduction, distribution, public display or adaptation) requires prior written consent of the rights holder.

12.2 Product Images & Manufacturer Marks

Remain the property of their respective owners and are used for product presentation only. Further use by Customers without consent is prohibited.

12.3 User Content (Reviews/Photos)

By submitting content, Customers grant the Seller a simple, royalty-free, worldwide and perpetual license to use and display such content in the shop, on social media and in advertising materials. Customers warrant ownership of all required rights and confirm that no third-party rights are infringed.

13. Set-off, Assignment & Right of Retention

13.1 Set-off

Customers may exercise a right of set-off only with undisputed or finally adjudicated claims. Consumers may also set off claims that are legally connected to their payment obligation.

13.2 Assignment

The Seller may assign claims for the purpose of receivables management. Customers may assign claims arising from the contractual relationship only with the Seller’s prior written consent.

13.3 Right of Retention

A right of retention exists only in connection with the same contractual relationship.

14. Force Majeure

Events beyond the reasonable control of the Seller (e.g., natural events, epidemics, official measures, energy or raw material shortages, strikes, logistics disruptions, or other cases of force majeure) release the Seller from the obligation to perform for the duration and extent of their impact.

If such disruption lasts longer than six weeks, both parties are entitled to withdraw from unfulfilled obligations.

15. Amendments to these GTC

The Seller may amend these General Terms and Conditions (GTC) for objective reasons (e.g., changes in law, modifications to the product offering, or technical and organizational adjustments).

Existing contracts remain unaffected; the version valid at the time of the order shall apply.

16. Severability, Applicable Law & Venue

16.1 Severability

If individual provisions of these GTC are wholly or partly invalid or unenforceable, the remaining provisions remain fully effective. The statutory provision shall apply in place of the invalid clause.

16.2 Applicable Law

Austrian substantive law applies, excluding conflict-of-law rules and the UN Convention on Contracts for the International Sale of Goods (CISG). Consumers habitually resident within the EU retain the mandatory protections of their country of residence.

16.3 Venue

For B2B contracts, the exclusive venue is the Seller’s registered office. For consumers, the statutory venues apply.

17. Environment, Disposal & WEEE/Batteries

17.1 Responsibility & Recycling

Consumers must dispose of electrical and electronic equipment and batteries separately from household waste. Returns are possible via municipal collection points or authorised take-back facilities. Devices sold through our online shop are appropriately labelled; instructions for proper disposal, disassembly, and battery removal are included in the product documentation.

If manufacturer or importer take-back systems exist for certain product groups, these may be used. Further details are provided on the respective product or service pages.

17.2 Packaging

We use eco-friendly packaging. Customers are encouraged to dispose of it via local recycling systems (e.g., paper or light-weight packaging collection).

17.3 Hazardous Substances & Chemicals

Products containing solvents, paints, cleaners, or other hazardous substances are labelled in accordance with the CLP Regulation and accompanied by Safety Data Sheets (SDS). Do not dispose of them with household waste or discharge into water or soil. Residues must be treated as hazardous waste and taken to municipal depots or authorised specialist disposers.

18. Terms for UGC & Prize Promotions

Participation in prize promotions, marketing campaigns, or the submission of user-generated content (UGC) (e.g., photos, posts, reviews) is governed by separate terms and conditions, available with each promotion or upload form.

These terms cover in particular eligibility, data protection, and the granting of rights to submitted content.

19. Dispute Resolution / Consumer Information

We are neither obliged nor willing to participate in dispute resolution proceedings before a consumer arbitration board.

20. Place of Performance

Place of performance: Heimschuh, Austria