1. Introduction
2. Our contract with you
3. Storage of the contract documentation and Customer account access
4. Right to use digital content
5. Cancellation policy
6. Retention of title
7. Prices and shipping costs
8. Terms of delivery
9. Terms of payment
10. Customer service
11. Warranty and liability
12. Special provisions for ordering personalised products – my Ravensburger
12a. Special conditions for orders of my CreArt - Paint by Numbers
13. Redeeming promotional codes
14. Preservation of statutory rights
16. Jurisdiction and applicable law
1. Introduction
These are the general terms and conditions of Ravensburger Verlag GmbH, hereinafter collectively referred to as "Ravensburger", "we", or "us". These general terms and conditions are referred to as "T&C's". All orders placed by you are made exclusively on the basis of these T&C's in the version valid at the time of the order. Unless expressly agreed in writing, any deviating terms and conditions shall not apply.
The word "Customer" or "you" in these T&C's means both (i) consumers, which are natural persons who conclude contracts for purposes that are wholly or mainly outside that individual's trade, business, craft or profession and (ii) business customers, which include natural or legal persons or partnerships with legal capacity who, at the time of conclusion of the contract, act in the exercise of their commercial or self-employed professional activity, whichever is most applicable to you.
Ravensburger Verlag GmbH is located at Otto-Maier-Straße 1, 88214 Ravensburg and our registered office is at Ravensburg, Registry Court Ulm HRB 551355. Our VAT number is DE 811514466.
You may reach us via our contact form or by email at [email protected].
2. Our contract with you
a) Formation of the contract: The general presentation of promotions and advertisements of products on our website are for information purposes only and do not constitute an offer to conclude a contract. Rather, your order is an offer to Ravensburger to buy the product(s) in your order.
You place an order by (i) entering all the necessary information during the ordering process, (ii) clicking the "Confirm" button on the final page, and (iii) sending the order form to us by clicking the "Buy" button.
We may accept your offer within 48 hours of receiving your order by sending you a confirmation email ("Confirmation Email"). The contract of sale for the product(s) is formed once this Confirmation Email is sent.
We expressly refer to our special rights of withdrawal contained in Section 12 of these T&C's in the case of personalised products.
b) Extended right of withdrawal: Without prejudice to any other legal rights or those outlined in these T&C's, we reserve the right to withdraw from this contract if:
- The order violates clearly stated ordering requirements on the product page, such as ordering beyond quantity limits or using multiple accounts to bypass restrictions;
- There are obvious errors in product details, such as pricing or essential information, which the Customer could reasonably have identified; and/or
- Targeted manipulation of the ordering process is detected, such as automated ordering or intentional circumvention of technical order specifications.
In the event of such an exercise of the right of withdrawal by us, we will inform you immediately. If you have already made payments, they will be refunded in full.
c) Applicable language: These T&C's are concluded in English.
3. Storage of the contract documentation and Customer account access
Details of the ordered goods, these T&C's and the cancellation policy will be sent to you in our Confirmation Email. You may wish to print them for later examination. We do not retain a copy of the contractual terms ourselves.
You can order goods in our online shop as a guest or as a registered user. As a registered user, you do not have to enter your personal data every time but can simply log in to your Customer account with your e-mail address and the password you freely chose when registering. With the registration alone, there is no obligation to purchase the goods offered by us. For information on the processing of your data, please see our Customer data protection notice which is available at the following link [https://www.ravensburger.ie/en-IE/ravensburger/common/start/privacy-policy].
4. Right to use digital content
You can download the products offered for download, particularly audio and music files for tiptoi® products, as well as interactive content and supplementary materials in digital form (hereinafter referred to as "digital content") via the Ravensburger online shop or using the tiptoi® Manager.
The digital content may be protected by copyright, trade mark law, passing off, other intellectual property rights, and possibly other legal provisions.
By purchasing the digital content, or by downloading it after purchasing a compatible physical product, you acquire usage rights in accordance with the following terms. For example, if the digital content includes audiobooks or music for our tiptoi® pen, you may load it onto your tiptoi® pen for personal use, as outlined below. Please note that simultaneous use of digital content on multiple tiptoi® pens is not permitted. Details of the granted rights are as follows:
a) If you purchase or use audiobooks, music, or other digital content from us, we grant you a non-exclusive, non-sublicensable, and geographically unrestricted right to use the digital content for private purposes. Additional details regarding usage rights may be agreed upon separately during the ordering process. Any use beyond the granted rights or any misuse of the provided content is prohibited. In particular, any commercial use of our content is excluded. Public performance, distribution, resale, or any other transfer of copies is also prohibited. Effective technical measures to protect digital content must not be circumvented without our consent. The applicability of statutory copyright exceptions remains unaffected.
b) If the digital content relates to software, you are granted a non-exclusive, non-sublicensable, worldwide right to use the software for private purposes, limited to the duration of the respective contract. If we provide you with software, it is intended for use in its unaltered form only. Commercial use of our software is also excluded. By using the software, you agree to our license terms and those of third-party providers. It is your responsibility to back up all existing data on your computer before installing the software. We are only liable for software errors, incorrect integration stemming from shortcomings in the integration instructions we provide, data loss, or other damages resulting from installation or use of the software within the scope of these T&C's. You may only use our software as specified in the respective contract. In particular, it is prohibited to copy, modify, transfer, alter, decompile, or reverse-engineer the software. The applicability of statutory copyright exceptions remains unaffected.
5. Cancellation policy
Ravensburger also supplies personalised products, that is, products that are not pre-manufactured and are made based on an individual selection or specification by the consumer, or which are clearly tailored to the consumer’s personal needs. This includes, in particular, our personalised "my Ravensburger" products, such as custom-designed photo puzzles. Unfortunately, there is no statutory right of withdrawal for such personalised products, meaning the normal 14-day cancellation period does not apply to any personalised product.
You may also enter into contracts with us for the provision of digital content not supplied on a physical data carrier, where the contract imposes a payment obligation on you. In such cases, the right of withdrawal expires once we have begun fulfilling the contract, provided that:
- you have expressly agreed that we may begin performance before the withdrawal period ends;
- you have acknowledged that this means you will lose your right of withdrawal; and
- we have confirmed the conclusion of the contract.
When purchasing such digital content, we make the conclusion of the contract conditional on your agreement that we may begin providing the content (e.g. making it available for download) before the withdrawal period expires. If these conditions are met, your right of withdrawal also expires in this case. For all other goods, Customers have the following right of withdrawal:
Cancellation
Right of Withdrawal
You have the right to withdraw from this contract within fourteen days without giving reasons. The withdrawal period is fourteen days from the day on which you or a third party named by you who is not the carrier has taken possession of the last item.
In order to exercise your right of withdrawal, you must inform us (Ravensburger, Otto-Maier-Straße 1, 88214 Ravensburg, telephone: 0751 – 86 1717, e-mail: [email protected]) of your decision to withdraw from this contract by means of a clear statement (e.g. a letter sent by post or e-mail). You may use the attached model withdrawal form for this purpose, but it is not mandatory. To meet the withdrawal deadline, it is sufficient that you send the notification of the exercise of the right of withdrawal before the withdrawal period has expired.
Consequences of Withdrawal
If you withdraw from this contract, we must reimburse you all payments we have received from you, including the delivery costs (with the exception of the additional costs resulting from the fact that you have chosen a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and at the latest within fourteen days from the day on which we receive your notice of withdrawal. For this refund, we will use the same means of payment that you used for the original transaction, unless otherwise expressly agreed with you; under no circumstances will you be charged any fees for this refund.
We may withhold refund until we have received the goods back or until you have provided proof that you have returned the goods, whichever occurs first.
You must return or hand over the goods to us without undue delay and in any event no later than fourteen days from the day on which you notify us of your withdrawal from this contract. The deadline is met if you send the goods before the expiry of the fourteen-day period. We will bear the costs of returning the goods.
You only have to pay for any loss in value of the goods if this loss of value is due to handling by you that is not necessary to check the nature, characteristics and functioning of the goods.
[DOWNLOAD REVOCATION FORM SAMPLE]
6. Retention of title
In contracts concluded with consumers, the delivered goods remain our property until full payment has been received.
Until ownership has transferred, pledging, transferring by way of security, processing, or altering the goods is not permitted without our consent.
In contracts concluded with business Customers, the delivered goods remain our property until all outstanding claims arising from the entire business relationship have been fully settled. This also applies if individual or all claims have been included in a running account and the balance has been acknowledged.
7. Prices and shipping costs
All prices are inclusive of VAT plus shipping costs.
Information on shipping costs, minimum order values and any shipping conditions (e.g. free shipping above a certain order value) is clearly displayed on the respective product pages and during the ordering process and applies in the version specified there.
8. Terms of delivery
a. Delivery countries
We only deliver to delivery addresses in Ireland.
b. Delivery time
The applicable delivery times are specified on the product pages and during the ordering process and apply in the version presented there.
For payments made in advance, the delivery period begins on the day after the full invoice amount has been credited to our account.
For digital products, access is provided immediately after the contract is concluded by means of a download link. You are responsible for ensuring that you have the appropriate software or devices to use the content (e.g. a compatible tiptoi® pen, MP3 player, etc.).
c. Partial deliveries
If some of the ordered products are not in stock, we may make partial deliveries at our own cost, provided this is reasonable for you.
d. Right of withdrawal in the event of unavailable items
If an ordered item is not available because we are not supplied by our supplier through no fault of our own, despite having a binding arrangement with them, we reserve the right to withdraw from the contract. In such cases, we will inform you immediately of the unavailability and may offer you a product of equivalent quality and price. If no comparable product is available or you do not wish to receive a replacement, we will promptly refund any payments you have already made.
9. Terms of payment
Payment of the purchase price is due immediately upon conclusion of the contract.
All prices stated on the page of our online shop include the applicable statutory VAT. The prices valid at the time of the order shall apply (provided there are no obvious errors, as stated at section 2(b) above).
Shipping costs will be displayed to you before the order process is completed. These may vary depending on the delivery location.
There are different payment options available to you (e.g. by credit card, Visa/Mastercard or PayPal). There is also the option to pay in advance. The available payment options will be shown during the ordering process, from which you can choose. You may change the payment method stored in your Customer account at any time, unless we require a specific payment method.
Your payment data will be transmitted to the relevant payment service provider based on the payment method you select. Responsibility for your payment data lies with the financial service provider. Please note that before selecting a payment method, we may assess your credit risk using mathematical-statistical methods (scoring). For this purpose, your personal data necessary for the credit check, namely your name and address, will be transmitted to the relevant companies, and your address data may also be considered. Based on this information, a statistical probability of default is calculated, which informs the decision on how the contractual relationship will proceed, particularly regarding the payment options available to you.
Additionally, the following Customer groups may pay by invoice: public offices, authorities, creches, day care centres, primary and second level education centres, non-profit organisations, public law entities and companies. However, these Customers must first be approved by our service team (registration via: [email protected]). The invoice amount becomes due upon receipt of the invoice, subject to our approval.
In the event of late payment by a consumer, the purchase price will accrue interest at a rate of 5 percentage points above the base interest rate during the period of default. If you are ordering as a business Customer, we will charge 9 percentage points above the base interest rate. We reserve the right to prove and claim higher damages caused by the delay.
10. Customer service
If you have any questions about your order or wish to make a complaint, please contact our Customer service team by email at [email protected] or use the contact form available in your Customer account.
11. Warranty and liability
a. If the goods purchased by a consumer and delivered through our online shop are not in conformity with the goods you ordered, you are entitled to a full refund provided that you inform us in writing within 30 days of receiving the product and return the goods to us without delay. We will then process your refund within 14 days of us receiving the returned goods using the same payment method you used to buy the product, unless you agree otherwise. In line with Irish consumer law, you may also request a price reduction on account of the fault. This price reduction will be calculated by reference to the difference between the original price agreed and the reduced value of the faulty goods. Alternatively, you are entitled to look for a repair or replacement for the faulty goods. We will provide a repair or replacement of the faulty goods within a reasonable time, without significant inconvenience to you and free of charge. We reserve the right to refuse repair and replacement in circumstances where they are impossible to carry out or where they would impose a disproportionate cost to us in comparison to the alternative remedies mentioned above. Please note that in the case of personalised goods, repair or replacement may not always be possible.
None of the foregoing affects your rights to pursue any other legal remedies under private contractual law or the statutory limitation periods in respect of same.
The limitation period for warranty claims for the delivered goods is two years from receipt of the goods.
In the event that we have expressly issued a guarantee with regard to a particular item then this guarantee shall be binding on us during the entire period of the commercial guarantee. However, in circumstances where we give a guarantee provided by another guarantor (for instance the manufacturers of a product) that guarantor shall at all times remain liable to the consumer for the observance of that guarantee.
b. We are liable for intent and gross negligence. Furthermore, we are liable for the negligent breach of conditions which are needed for the proper execution of the contract in the first place and the breach of which jeopardises the achievement of the purpose of the contract. In the latter case, however, we are only liable for the foreseeable damage arising on account of that breach. The same applies to any negligent breaches occasioned by agents acting on our behalf. The above exclusions of liability do not operate to exclude or limit liability for death or personal injury to a consumer arising as a result of our acts or omissions. Liability under the Liability for Defective Products Act 1991 remains unaffected and any terms contained in these T&C's which purport to exclude liability contrary to the provisions of that Act shall be unenforceable.
12. Special provisions for ordering personalised products – my Ravensburger
a. General Information
You can use the “Product Designer” tool to create personalised products using your own image files.
Only files in *.jpg format can be processed. The size of the image file must not exceed 19 MB. A *.jpg file must be created in the RGB (Red, Green, Blue) colour space. Further technical requirements for the images and product details can be found in the FAQs at [https://www.myravensburger.com/en-IE/service/faq/]. Regarding the image files you send us: We do not acquire any rights to your images beyond what is necessary to fulfil the contract. The images will not be used outside the production of the ordered product, and they will not be shared with third parties beyond what is required for contract fulfilment.
You are solely responsible for the content of the image files you submit. You must ensure that you hold all necessary copyright, trademarks or other rights for the files transferred to us, or have received the express consent of the owner of those rights to both transfer the image files to us and authorise any acts which would usually be restricted under the Copyright and Related Rights Act 2000 or otherwise.
You bear all consequences arising from any violation of these rights. You are obliged to indemnify us against third parties upon first request against all legitimate claims that are asserted due to the violation of their rights due to the use of the image files submitted as part of your order.
You confirm that the content of the submitted image files does not violate any applicable laws, particularly criminal laws. If we become aware of any violations, we will immediately notify the relevant law enforcement authorities. Specifically:
- You must have the necessary rights to publish the images as personalised products. This includes rights for processing, reproduction, editing, and, if applicable, publication, especially if the image is printed, stored, or digitally edited.
- The images intended for publication must not infringe any rights of third parties.
- Image files must not contain any offensive content and must be consistent with our brand image and our core values of "joy, education and togetherness". Ravensburger reserves the right to make this determination at its reasonable discretion.
- Image files must not contain any; illegal, defamatory, blasphemous, violence-glorifying, hatred inciting, racist content, propaganda materials or supply instructions for the carrying out of criminal offences.
- Image files must be free of pornographic content and must not contain any depictions that are the subject of sexual abuse of children or sexual acts with animals or contain discriminatory statements or representations with regard to race, gender, religion, nationality, disability, sexual orientation or age.
Ravensburger is entitled to withdraw from the contract at any time if the submitted images or image files do not meet the technical and content requirements described above.
The processing of submitted data and image products is carried out using a fully automated technical procedure without manual review or correction by Ravensburger. Therefore, we cannot accept complaints based on the submitted image files as defects—this applies especially to files with insufficient resolution or excessive compression.
b. Customer liability for submitted image files
You are solely responsible for the content of the image files you submit. It is assumed that you hold all necessary rights to any work, files, and images you transmit. This applies regardless of the fact that Ravensburger may conduct random checks of the submitted image material. Ravensburger accepts no liability for legal infringements or quality issues resulting from the image files you provide, even if the material has been subject to random checks.
In particular, you guarantee that:
- You have full rights to use the images and files or have obtained the necessary usage rights;
- The templates, content, and materials submitted to Ravensburger do not infringe any copyrights, neighbouring rights, trade mark rights, personality rights, other third-party rights, or criminal laws; and
- The content also complies with the requirements set out in Section 12 (a), (b) of these T&C's.
If such rights are violated, you agree to indemnify us upon first request against any claims made by third parties. You will also support Ravensburger in defending against such claims, if necessary. You are responsible for covering any costs incurred by Ravensburger in connection with any such claim (e.g. legal fees, court costs, fines, etc.).
c. Granting of usage rights to image files by the Customer
To fulfil your order, you grant us a non-exclusive, unlimited right in terms of time and geography to use the image data you provide for the purposes of processing your order. This includes processing, storing, reproducing, and editing the image data. This may also include the right to share individual images with third parties as necessary for order fulfilment.
You also confirm that any individuals depicted in the images have consented to the use of their likenesses as described, or that you have obtained the necessary permissions.
12a. Special conditions for orders of my CreArt - Paint by Numbers
You have the option to customise our “Paint by Numbers” product by selecting your own image as a template. Our “Paint by Numbers” generator transforms your photo into a painting template. Using numbered painting fields and high-quality acrylic paints, your personal photo becomes a unique “Paint by Numbers” artwork.
Within three days of confirming your order, you will receive a link to a selection page with suggested versions of your design. You can choose one of these suggestions, and your order will be processed in the selected format no later than ten days after your confirmation.
If none of the suggestions meet your expectations, you may cancel your order by clicking the “Cancel Order” button on the selection page. If you do not respond to our request to confirm a design suggestion, we will send you a reminder. If you still do not respond within ten days, we reserve the right to cancel your order. In the event of cancellation, any payment already made will, of course, be refunded.
13. Redeeming promotional codes
As part of special promotional campaigns, we issue promotional codes. These codes may only be used under the conditions specified in the related promotion, and are valid only for the designated online shop and within the stated time period.
Only one promotional code may be used per order. Promotional codes can be combined with the Ravensburger loyalty points program and may also be used when paying with a gift voucher. However, certain products may be excluded from the promotion.
Any minimum purchase amount stated in connection with a promotional code refers to a single order and is calculated excluding shipping, handling, gift wrapping costs, and any returns or similar credits.
If you exercise your right of withdrawal or cancellation, only the discounted amount actually paid will be refunded. The promotional code itself will not be refunded.
Promotional codes cannot be redeemed after the order has been completed. Cash redemption of promotional codes is also excluded.
14. Preservation of statutory rights
Please note that nothing in these T&C's shall affect your statutory rights.
15. Jurisdiction and applicable law
These T&C's are governed by and construed in accordance with the laws of Germany. If you are a consumer and have your habitual residence in the EU, you additionally enjoy the protection afforded to you by mandatory provisions of the law of your country of residence. We both agree to submit to the non-exclusive jurisdiction of the German courts, which means that you may bring a claim to enforce your consumer protection rights in connection with these T&C's in Germany or in the EU country in which you live.
As of: September 2025