RETURNS & REFUNDS
We want you to be satisfied with your purchase. If you are not satisfied with your order, you may have the right to return it under our return policy and applicable German and European consumer law.
Statutory Right of Withdrawal
If you are a consumer purchasing online, you generally have a statutory right to withdraw from your purchase within 14 days without giving a reason.
The withdrawal period normally begins on the day you, or a person you designate other than the carrier, receives the goods. For an order containing several products delivered separately, the period generally begins when the last product is received.
How to Request a Return
To exercise your withdrawal right or request a return, contact us at:
Please include:
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Your full name
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Order number
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The product you wish to return
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A clear statement that you wish to withdraw from the purchase
You do not have to provide a reason for exercising your statutory withdrawal right.
Returning the Product
Once you notify us of your withdrawal, the goods must generally be sent back without undue delay and no later than 14 days after you notify us of your decision to withdraw.
The deadline is met if you send the goods before the 14-day period expires.
Unless otherwise required by law or agreed by us, you are responsible for the direct cost of returning the goods.
You may handle the product to the extent necessary to inspect its nature, characteristics and functionality.
You may be responsible for any reduction in the value of the goods resulting from handling beyond what is necessary to inspect them.
Where possible, please return products in their original packaging and with all included accessories.
This does not restrict your statutory rights where a product is defective or does not conform to the contract.
Refunds
If you validly withdraw from a purchase, we will reimburse the payments we received from you, including the cost of the least expensive standard delivery option offered by us.
If you selected our €4.95 Insured Express Shipping option, the additional amount paid for choosing the more expensive delivery method is generally not refundable under the statutory withdrawal rules.
Refunds will normally be made using the same payment method used for the original transaction, unless another method has been agreed.
We may withhold the refund until we receive the returned goods or you provide evidence that you have sent them back, whichever occurs first.
Damaged, Defective or Incorrect Products
If your order arrives damaged, defective or incorrect, please contact us at:
Please provide your order number and, where possible, photographs showing the product and its packaging.
If the issue is attributable to a defect, incorrect item or fulfillment error on our part, we will provide an appropriate remedy in accordance with your statutory rights.
Where required by law, we will bear the applicable costs associated with returning a defective or incorrectly delivered product. German law provides that the seller bears return costs in certain remedies relating to defective consumer goods.
Products Excluded from the Right of Withdrawal
Certain products may be excluded from the statutory right of withdrawal where an exclusion applies under German law.
Examples can include:
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Products made according to the customer's specifications or clearly personalized.
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Sealed products that are unsuitable for return for health protection or hygiene reasons where the seal has been removed after delivery.
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Other products falling within statutory exceptions.
The applicable statutory exceptions are determined by the nature of the product and the circumstances of the purchase.
Your Statutory Rights
Nothing in this policy limits your statutory rights under German or European consumer law.
If a product is defective or does not conform to the contract, your legal warranty rights remain unaffected.