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Terms and Conditions

1.General remarks, area of validity of the General Terms and Conditions of Trade

All products and services are supplied exclusively on the basis of the following General Terms and Conditions of Trade in the version valid at the time of placement of the order. Unless otherwise expressly agreed in writing, no deviating terms and conditions of trade apply.

Customers in the sense of these Terms and Conditions of Trade are exclusively consumers. Consumers in the sense of these Terms and Conditions of Trade are natural persons who conclude contracts for a purpose that cannot be attributed to either their commercial or their professional activities.

2. Conclusion of the contract

By placing your order, you make us a binding offer to conclude the contract with you. You place the order by entering all the necessary details during the ordering process, subsequently checking your order on the next page, “Confirmation”, and sending us the order form by clicking on the “Buy” button.

We can accept this offer by sending you an order confirmation by email within 24 hours of receipt of your order. The contract is concluded with the sending of this order confirmation. We expressly draw your attention to the special rights of withdrawal in our favour contained in these Terms and Conditions of Trade (Nos. 3 and 9).

The contracting party for orders at is

Ravensburger Verlag GmbH
Company management: Dr. Anuschka Albertz, Susanne Knoche, Florent Leroux, Dr. Thomas Redemann
Robert-Bosch-Straße 1
D-88214 Ravensburg
Phone: +49 - (0)751 - 86 0
E-mail: [email protected]
Seat of the company: Ravensburg, Court of registration Ulm HRB 551355

The contracting party for orders from France is

Jeux Ravensburger S.A.S.
21 rue de Dornach
68120 Pfastatt

Au capital de 17 475 000 €. Inscrite au RCS de MULHOUSE sous le n° 388 696 569. Représentée par M. Florent Leroux, en son qualité de Directeur Général.
SIRET n° 388 696 569 00044, Numéro de TVA intra-communautaire : FR48 388696569
Vous pouvez nous contacter par courrier électronique [email protected] et par téléphone : 0033-389 50 65 00.

3. Ordering photo puzzles to be produced according to customer requirements

At, you can use our puzzle designer to design photo puzzles with your own image files.

Unfortunately, we can only process files in *.jpg or *.jpeg formats. The maximum permitted image file size is 19 MB. An *.ipg format must be created in the RGB colour range. For more information on the technical requirements of the photos to be processed and on the puzzle formats, go to Questions about photo selection.

Additionally, the photos you submit must meet the following requirements:
  • The ordering party must hold the necessary rights to publication of the images in the form of photo puzzles.
  • The images to be published must not violate any third party rights.
  • The image material must not contain any offensive content and must be compatible with the Ravensburger brand image. The decision on this point will be taken exclusively at the discretion of Ravensburger.
  • Image material must not contain content that is illegal, glorifies violence, incites hatred or is racist. Similarly, it must not contain propaganda, symbols of anti-constitutional parties or their organisations or incitements to crimes.
  • Image material must not contain pornographic content or content that represents the sexual abuse of children or sexual acts with animals, or that contains statements or representations that constitute discrimination on the grounds of race, gender, religion, nationality, disability, sexual orientation or age.
  • The publication of the image material in the form of photo puzzles must not violate any laws, in particular laws for the protection of minors or penal laws – this applies in particular to the statutory regulations defined in §§ 184 ff. StGB [Strafgesetzbuch: German Penal Code] (Dissemination of Pornography), 185 ff. StGB (Defamation, Libel, Slander), and to the regulations of the Interstate Treaty on the Protection of Minors from Harmful Media Content.

Ravensburger is entitled to withdraw from the contract at any time if, in the opinion of Ravensburger, the images or image files submitted do not comply with the above described technical and content-related requirements. In such a case, Ravensburger will inform the customer of this withdrawal by e-mail.

The data and image products supplied by the customer are processed in a technically automated process without manual pre-checking and correction by Ravensburger. For this reason, we unfortunately cannot accept complaints of faults that are attributable to the image material submitted by the customer. This applies in particular to image files with insufficient resolution or excessive compression.

4. Customer liability for image material submitted

The customer is solely responsible for the content of the image files transferred. It is assumed that the customer holds the necessary rights to all transferred works, files, and images. This applies irrespective of the fact that Ravensburger subjects the image material submitted to random checks. Ravensburger is excluded from all forms of liability whatsoever for the content of photo puzzles produced using externally submitted image material, even if that image material was subjected to a check.

The customer guarantees in particular that

  • He holds the necessary, unrestricted rights to the images and files, and/or that he has obtained the necessary rights of disposition
  • The images, content and materials submitted to Ravensburger do not violate any copyrights and/or rights of use, trademark rights, personal rights, other third-party rights or criminal law provisions
  • In all other respects, this material complies with the content-related requirements specified in No. 3.

Should such rights be violated, the customer will indemnify and hold harmless Ravensburger from all claims by third parties. If necessary, the customer will support Ravensburger in its defence against such a claim. The customer will bear the costs incurred by Ravensburger in this context (legal representation, court fees, fines, etc.).

5. Granting of rights of use of the image material by the customer

In order to enable us to carry out the order, the customer grants us the non-exclusive right, unrestricted by time or place, to use the image data provided to Ravensburger for the work to be performed in the course of processing the order. Included here is also the saving, reproduction and processing of the image data. This may also include the right to provide individual images to third parties in the course of processing the order.

6. Filing the text of the contract / Customer account

Your order and the order data you submit will be filed in your personal customer account. You create this account before your first order from our online shop. You can access your customer account at any time using the login data partly chosen by yourself and partly specified by us during your first registration. Your customer account gives you the option of printing out your orders complete with all the entered data at any time. Furthermore, we send an order confirmation complete with all the details to the email address you specified when you placed your order. You can also print out the order and our General Terms and Conditions of Trade during the ordering process.

7. Instructions on withdrawal

Ravensburger supplies photo puzzles produced according to customer specifications and customised to the personal requirements of the ordering party. Unfortunately, there is no statutory right of withdrawal regarding such personalised products (Section 312g paragraph 2 number 1 German Civil Code (BGB)).

For all other products not produced according to customer specifications, consumers have the following right of withdrawal:

Right of withdrawal
You have the right to withdraw from this contract within 14 days without giving any reason.
The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last good.
To exercise the right of withdrawal, you must inform us (Ravensburger Verlag GmbH, Robert-Bosch-Straße 1, D-88214 Ravensburg, Tel: +49 (0)751 - 86 1717, Fax: +49 (0)751 - 86 1818, E-mail: [email protected]) of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post, fax or e-mail). You may use the attached model withdrawal form, but it is not obligatory.
To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Effects of withdrawal
If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.

We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

You shall send back the goods or hand them over to us, without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired. We will bear the cost of returning the goods. You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

8. Reservation of ownership

The goods delivered remain our property until full payment. Before the transfer of ownership, pledging, use as security, processing or alteration of the goods is not permitted without our consent.

9. Delivery conditions, prices and shipping costs

We accept orders from Austria, Belgium, France, Germany, Italy, Netherlands, Norway, Switzerland and United Kingdom, and deliver to these countries. However, we can only deliver to the country of residence of the ordering party.

If the article ordered is not available because our suppliers have not supplied us with this article through no fault of our own, we can withdraw from the contract. In such a case, we will inform you immediately and if appropriate offer you delivery of a comparable article. If no comparable article is available, or if you do not wish for delivery of a comparable article, we will immediately refund to you any payments already made (purchase price).

All prices are valid including the statutory VAT, plus shipping costs. Unless otherwise agreed, the minimum order value is €10.

The following shipping costs are charged for delivery to the various countries (Delivery periods after receipt of payment):
Standard Shipping - £6.90 ???versand.royalmail.GB??? - £5.58

10. Payment conditions

You can pay optionally by pre-payment or by credit card (MasterCard / Visa) or – if you have a PayPal account – via PayPal.

Vouchers (see also No. 12 of these Terms and Conditions) can only be bought with a credit card.

In addition, the following customers in Germany and Austria can pay against issue of an invoice: official agencies and authorities, kindergartens, day-care centres, schools, charities, public-law corporations and companies. However, these customers must first receive an approval from our Service Department (register at [email protected]). Payment is due on receipt of the invoice.

To cover the credit risk, we must reserve the right to perform the delivery you have requested only against cash payments by credit card or advance payment, according to your creditworthiness.

In the case of payment by direct debit transfer, the amount is charged to your bank account within one month of receipt of your order. In the case of payment by credit card, the amount is charged after dispatch of the goods to you.

If you select the payment option of advance payment, we notify you of our bank details in the order confirmation and deliver the goods after receipt of the payment.
Quote the order number and customer number stated in the order confirmation as the “Purpose” of the payment. In this case, the invoice amount must be paid within 4 days by bank transfer. If the invoice amount has not been paid in to the stated account after 10 days, the order is automatically cancelled.

In case of default of payment, interest is charged on the purchase price at a rate of 5 % above the base interest rate. We reserve the right to provide evidence of and enforce higher damages due to default.

11. Payment with Ravensburg gift vouchers

You can also pay using Ravensburger gift vouchers that can be purchased from the Ravensburger online shop at However, for technical reasons, only customers in Germany and Austria can shop in the Ravensburger online shop at
Cash in your gift vouchers by entering the gift voucher code in the appropriate field during the payment process. For more information, please see our “Special Conditions for Purchasing and Using Gift Vouchers”.

12. Using special offer codes

As part of special advertising campaigns, we issue special offer codes.
They can only be used under the conditions stated in the advertising campaign in connection with the special offer code. In particular, they are only valid for the online shop stated and within the period of time stated.Only one special offer code can be used per order.

A special offer code can be combined with the Ravensburger bonus programme.
Special offer codes can also be used when paying with gift vouchers.
However, individual products may be excluded from the campaign.

A minimum order value stated in connection with a special offer code relates to a single order and refers to the order value minus any costs for shipping, processing and gift-wrapping, as well as for any returns and other comparable credits.

If you use your right of return or complaint, we only refund the reduced purchase price which has actually been paid. The special offer code will not be returned.
It is not possible to use the special offer code after completion of an order placement.
Payment in cash is also not possible.

13. Customer services

If you have any questions on ordering or any complaints, please contact our Customer Services by sending an email to: [email protected], or use the contact form in your personal customer account.

14. Warranty and liability

We rule out any liability for breaches of our obligations due to slight negligence in as far as these do not relate to major contractual obligations, damage due to injury to life, limb or health, or warranties, or affect claims under product liability law. The same applies to breaches of obligations by our vicarious agents.

15. Online dispute resolution

The European Commission provides a platform for online dispute resolution, which you can find at We are neither obliged nor willing to participate in a dispute resolution procedure before a consumer arbitration board.

16. Final provisions

German law applies exclusively, and the uniform UN Purchase Act is excluded. If you are a business entity, a legal entity under public law, or a special fund under public law, the place of jurisdiction is Ravensburg. Should any provision of the contract or the General Terms and Conditions of Trade be or become invalid, or should the contract be incomplete, the remaining provisions of the contract shall remain unaffected by this.