Returns and complaints
Returns and complaints - simple and secure
You want to return your ordered goods to us or you have a complaint? On this page you will find all the important information about returns processing. Further legal information can be found in the Cancellation policy or in our AGB listed.
1. handling in case of revocation (not complaint)
If you want to make use of your right of withdrawal, you can use the Sample cancellation form in the cancellation policy use this form. Please frank the delivery sufficiently and send it to us. If possible, please repackage the goods exactly as we sent them to you. If the original packaging is no longer available, please be sure to protect the goods from damage in transit.
Repayment in case of revocation: After inspection of the goods, we will refund you the amount in the same way as you have transmitted it to us. In case of cash on delivery or prepayment, please inform us about your bank details in advance or in the return shipment.
Recommendations during the withdrawal period
The withdrawal period is basically intended to allow you to test and ins pect your new purchase in normal operation as if you were testing and inspecting it in our stores. This is legitimate and fine. That is why you have 1 month, instead of the prescribed 14 days, the right to cancel the purchase with us. However, any action that goes beyond the usual testing and predetermined use of the goods may lead to the deterioration of the condition of the goods. You may have to pay us compensation for this reduction in the value of the goods.
Therefore, the following tips during the withdrawal period:
- Keep the complete original packaging and wrap it when returning the goods. If necessary, additionally secure the goods during shipping.
- Avoid soiling and scratches
- Please note the products excluded from revocation (see Cancellation policy)
2. handling of complaints / defects within the first 12 months (not revocation)
Step 1: Contact
For an easier handling, please contact us together with your customer number and the corresponding invoice number, preferably by e-mail. An exact description of the problem supports a fast processing many times over.
Step 2: Freeway mark
You will then receive an e-mail from us with a freeway tag attached as a PDF. You can print this out and use it for the free return shipment. If you do not have a printer, we will be happy to send the Freeway Stamp by mail. The Freewaymarke can be used for shipments up to 31.5 kg.
Above 31.5 kg, we will organize the return shipment by freight forwarding or UPS upon request. Please ask us in advance about any costs that may be incurred.
If you want a DHL pickup at your home (up to max. 31.5 kg), then you can use the link (www.dhl.de/abholauftrag) to request your Freewaymarke yourself. However, you will have to pay for this pick-up service.
Please do not send any shipments to us freight collect! I.e. without our Freewaymarke or without sufficient franking. Otherwise we take the liberty to charge you the difference between the freight collect amount (currently 15,00 Euro) and the amount necessary for the return shipment.
Step 3: Shipping
If possible, please repackage the goods exactly as we sent them to you. If the original packaging is no longer available, please make sure to protect the goods from damage in transit. Please enclose a copy of the invoice and, if possible, an exact description of the defect.
Please affix the freeway stamp to your shipment and drop it off at the nearest postal branch. Please have the receipt of the Freeway stamp signed for at the post office and keep it for your records. The return shipment with this freeway stamp is free of charge for you. At www.dhl.de you can track your return shipment using the tracking code on the freeway stamp. At the latest when your package arrives you will receive a receipt information by e-mail.