How can I return my order?
Private customers (B2C):
If your order is within the statutory withdrawal period, you can withdraw from it without giving any reasons, return the goods and request a refund.
Please note the following information:
- The return shipping costs within the scope of the right of withdrawal must be borne by you. If you use our return label, the return shipping costs will automatically be deducted from the refund.
- You can register a return in writing, by phone, via chat or via the Self Service Portal. Please have your order details ready for this purpose.
- After registering the return, a return label will be available to you for download and printing.
- If possible, please use the original packaging to best protect the item.
- Please include all accessories and all product components.
- Remove or cover the original shipping barcode on the package.
- The transport company for the return shipment is assigned automatically and cannot be changed. The respective shipping service provider can be found on the return label.
- For returns sent at your own expense and without using our prepaid return label, a refund of the shipping costs is unfortunately not possible.
Business customers (B2B):
Please note that there is no statutory right of withdrawal for business customers.
Orders in which a company name, a company address or a VAT ID is specified are considered B2B transactions and are excluded from the right of withdrawal.
Warranty:
Irrespective of the right of withdrawal, the statutory warranty period is two years for private customers and one year for business customers.
Within the scope of the warranty, we cover both the repair and the shipping costs for returning the affected item.
Please note:
UK import duties are already included in the delivery cost (DDP – Delivered Duty Paid). In rare cases, the shipping service provider may incorrectly try to charge customs duties again. If this happens, please contact our customer service.
Value Added Tax (VAT) is also included in the final price shown during checkout.
What do I need to know about the return policy?
You can register complaints with us within a 30-day withdrawal period, which begins upon receipt of the goods, without giving any reasons.
Please note: The return shipping costs within the scope of the right of withdrawal must be borne by you. These will automatically be deducted from the refund if you use our return label.
The right of withdrawal applies exclusively to private customers (B2C). Business customers (B2B) are excluded from the right of withdrawal.
After expiry of the withdrawal period, you will continue to benefit from a two-year warranty. During this period, we will cover both the repair and the return shipping costs of your product, provided that a justified defect exists.
You can find the exact warranty conditions here: Terms & Conditions for private customers / Terms & conditions for business customers.
I only received part of my order.
If you have only received part of the set or some parts of the product are missing, please first check the tracking information. For logistical reasons, our shipping providers sometimes deliver items in multiple packages.
If this is not the case, please contact our customer service. We will take care of your request immediately.
What should I do if I received the wrong item?
We’re sorry! Unfortunately, mistakes can occasionally happen. You can register a free return in writing, via chat, in the Self Service Portal, or by phone with your order details. There, you can download and print the return label.
What if I receive more products than I ordered?
If you received more items than you ordered, first check your delivery and whether it consists of multiple packages. If it is indeed a wrong delivery, you can register a return in writing, via chat, in the Self Service Portal, or by phone. There, you can download and print the return label.
I received a damaged order.
If only the shipping package is damaged, you can repackage the item. If the product itself is damaged, please take photos and report the damage in writing, by phone, via chat, or in the Self Service Portal with your order details. There, you can also download and print the return label.
In this case, you can request either a repair or a refund.
How long does it take to receive my refund?
The refund will be issued to your original payment method within 14 working days after we receive the return.
What is the best way to ship my return?
We do not provide packaging materials, but you can use any standard box – we want to make it as easy as possible for you. Do you have all the parts from your product delivery? Great – then just cover or remove the original delivery barcode, and you’re good to go.
When will my return arrive at your location?
Please check the courier listed on your return label. Once we receive the item, all necessary steps will be taken automatically within 7 to 10 working days.
How can I track my return?
After registering your return, you will receive a return label from us with a tracking number.
As soon as you have handed over the package to the shipping service provider, you can view the current status of your return online at any time via the enclosed tracking link.
Please note:
• The tracking status is usually updated within 24 hours after handing over the package.
• During transport, individual status messages may be displayed with a delay.
• As soon as the return has arrived with us, it will be inspected and processed or refunded accordingly.
• The refund is usually made after receipt of the goods and inspection and will be credited to you via the originally selected payment method.
If you do not see any updates in the tracking over a longer period of time or have questions about the status of your return, please feel free to contact our customer service, stating your order number and tracking number.
What if I didn’t receive a return label?
Please contact us in writing, via chat, in the Self Service Portal, or by phone with your order details. There, you can download and print the return label again. If the label is still missing, please contact our customer service directly – we’ll be happy to help you.
How can I change my return request?
If you want to change your registered complaint into a refund or product replacement, simply contact our customer service. Our team will be happy to assist you.
Can my return package be picked up?
No, unfortunately, we do not yet offer this service. For further questions, please contact our customer service.
What if I accidentally included one of my own items in the return package?
In this case, please contact our customer service so we can resolve the matter promptly.
I want to cancel my order
Once payment is received, we assign a shipping carrier to your order based on your provided information. If the package has already been scanned and tracking information is available, cancellation is no longer possible. In this case, please contact customer service or refuse acceptance of the package.
Can I return an old electrical device in Germany?
When you purchase a new electrical device in our shop, we offer you the free return of an old device of the same type. You can register the return in writing, by phone, via chat, or in the Self Service Portal. A return label will be available there for download.
