The statutory right of withdrawal applies only to consumers (private customers). Commercial customers are excluded from the statutory right of withdrawal.
How long do I have to cancel my order?
Private customers can cancel their order within 14 days of receiving the goods.
How can I declare my cancellation?
The cancellation can be made by email or via the Cancellation form will be processed.
How does the cancellation process work?
1. Declare cancellation
Inform us of your cancellation within 14 days of receipt of the goods by email or via our cancellation form.
2. Receive return label by email
After receiving your cancellation, we will send you the necessary return information and a return label by email.
3. Return the goods
Return the goods to us within the prescribed period. The cost of the return shipment is borne by the customer.
4. Inspection of the return
After receipt of the goods, we check them for completeness and condition.
5. Receive refund
After successful inspection, we will refund the purchase amount via the original payment method used.
For more information, exceptions and the complete terms and conditions of withdrawal, please read our Cancellation policy.
Voluntary return
Do you offer a voluntary return?
Yes. In addition to the statutory right of withdrawal, we offer a voluntary return within 30 days of receiving the goods. This voluntary right of return applies to both private and business customers. The statutory right of withdrawal for consumers remains unaffected by this.
Who bears the return costs?
The cost of the return shipment is borne by the customer.
In what condition must the goods be returned?
The goods must:
- be complete,
- be undamaged,
- preferably be returned in their original packaging,
- be returned including accessories, instructions and other components,
- be in a resalable condition.
Can used or installed items be returned?
Already installed, permanently built-in, damaged or clearly used items may be excluded from return or only partially refunded.
Can I return only part of my order?
Yes, individual items of an order can be returned, provided the return conditions are met.
How does the return process work?
1. Request a return
Register the return via the order details of the respective order. To do this, click on the "Return items" button.
2. Select the reason for return
Select the applicable reason for return in the return form and submit your request.
3. Review and approval
We will review your return request. Please wait for our feedback. A return may only be made after the return request has been approved.
4. Return the goods
After approval, return the goods complete, undamaged and preferably in the original packaging to the return address provided by us.
5. Choose trackable shipping
The return is at the customer's expense. Please use a shipping service with tracking.
6. Provide tracking number
After shipping, please provide us with the tracking number so that we can track the return.
7. Inspection of the return
After receiving the goods, we will check the return for completeness, condition and compliance with the return conditions.
8. Receive refund
After successful inspection, we will refund the corresponding amount via the originally used payment method.
For further information, exceptions and the complete terms and conditions of voluntary return, please read our General Terms and Conditions.
What happens if my return is rejected?
If the return does not meet the return conditions, we will inform you of the reasons. Upon request, the goods can then be returned to you at your own expense.
Refund
When will the refund be made?
After receipt and successful inspection of the goods, the refund will be made within 14 business days via the originally used payment method.
