Returns & Refunds

Statutory rights remain in force

This page describes our practical process for returns, complaints and refunds.

The customer's statutory rights, in particular statutory rights relating to defects and any applicable statutory right of withdrawal, are not restricted by this information.

Received the wrong item

If an item different from the one ordered was delivered, please provide the following information where possible:

• order number
• name of the product ordered
• product actually received
• photos where they may help identify the issue more quickly

Photos are not a prerequisite for statutory rights, but they may help us identify a complaint more quickly.

Damaged delivery

If a shipment is visibly damaged on arrival, we recommend documenting the packaging, shipping label and condition of the goods where possible.

Please do not dispose of damaged goods or packaging prematurely if they may still be required for an inspection or shipping claim.

Statutory claims of the consumer against us are not made dependent on a particular declaration being made to the carrier.

Defective goods

If the goods delivered are defective, the statutory rights relating to defects apply.

In the event of a defect, the buyer may initially request subsequent performance in accordance with the applicable statutory requirements.

Further statutory rights, such as a price reduction, withdrawal from the contract or damages, may apply subject to the relevant statutory requirements.

Repair or replacement

Under Section 439 of the German Civil Code (BGB), the buyer may generally request, as subsequent performance, either the remedy of the defect or delivery of defect-free goods.

Statutory limitations, in particular in cases involving disproportionate costs, remain unaffected.

The defective goods must be made available for subsequent performance in accordance with the applicable statutory rules.

Costs of a justified defect claim

In the case of statutory subsequent performance, we bear the necessary expenses in accordance with Section 439 BGB.

These include, in particular, necessary transport, travel, labour and material costs.

Refunds

Where there is an entitlement to repayment, the refund is processed in accordance with the applicable legal or contractual basis.

Where required by law, the same means of payment used for the original transaction will be used for the refund unless another method has been validly agreed.

We do not charge the customer additional refund fees for the repayment unless otherwise permitted by law.

Return following withdrawal

A return based on a statutory right of withdrawal must be distinguished from a complaint concerning a defect.

Consumers generally have a statutory right of withdrawal for distance contracts unless a statutory exception applies.

Details concerning the withdrawal period, withdrawal declaration, return shipment, return costs and reimbursement are provided in our separate withdrawal information.

Opened or used goods

Merely opening packaging does not automatically result in the loss of statutory rights in every case.

Statutory exceptions to the right of withdrawal, for example for certain sealed goods for reasons of health protection or hygiene, are applied only where the statutory requirements are actually met in the specific case.

Statutory rights relating to defects are assessed separately from this.

Report a return or problem

Where possible, have your order number and a short description of the issue ready.

Contact:

Note: The technical email infrastructure for this address is currently still being set up and must be fully operational before regular checkout operations begin.