How can I return something as a private customer (within the EU)?

1. Always register your returns in advance by email to our customer service. You do not have to state the reason for the return, but we would appreciate this so that we understand the reason and, if possible, can improve our service or offer.
2. You will then receive a return number by e-mail within one working day, stating what you can return and instructions.
3. We request that you pack the item as well as possible, preferably in an outer box and add a copy of the e-mail with the return number, where you also write down your account number to which we can transfer the credit amount back. If you have received an item from us in a package without an outer box, you can return it in the same way.
4. Send your article with proper packaging to the address you received with the return number.
5. The shipping costs are for your account, unless we have delivered you the wrong product.    
6. After receipt at our location you will receive a message from us about the further settlement.

PLEASE NOTE: an item must be returned undamaged. You have the right to view the article as far as possible - a box may of course be (carefully) opened, the packaging and inner packaging must remain undamaged if possible. When returning the item, try to pack it as well as possible in, for example, an outer box. Preferably only use transparent adhesive tape when you want to seal a package for return.

Note When you have received permission for return (via a return number), this does not automatically mean that will be credited. After inspection upon receipt, it will be determined whether the order will be credited. You will then receive an email from us with the steps for further settlement.

Note In case of warranty, the return shipment is based on Carry-In. So, in a warranty situation, you can return the item to us if requested to do so. The costs for return shipment are for your account. You can also return it yourself, you can make an appointment for this by email to our customer service  ;or via contact form. If there is damage immediately upon receipt of the item (so-called DOA), then the costs for the return shipment are naturally for us. The costs for the redelivery of any replacement item are for our account in the case of a replacement under warranty.

FEATURED FROM THE TERMS AND CONDITIONS - The Right of Withdrawal:

Article 6 - Right of withdrawal

By products:

1. The consumer can dissolve an agreement regarding the purchase of a product during a cooling-off period of at least 14 days without giving reasons. The entrepreneur may ask the consumer about the reason for the withdrawal, but not oblige him to state his reason(s).
2. The cooling-off period referred to in paragraph 1 starts on the day after the consumer, or a third party designated in advance by the consumer, who is not the carrier, has received the product, or:
   1. if the consumer has ordered several products in the same order: the day on which the consumer, or a third party designated by him, has received the last product. The entrepreneur may, provided he has clearly informed the consumer about this prior to the ordering process, refuse an order for several products with different delivery times.
   2. if the delivery of a product consists of several shipments or parts: the day on which the consumer, or a third party designated by him, has received the last shipment or the last part;
   3. in the case of agreements for regular delivery of products during a certain period: the day on which the consumer, or a third party designated by him, has received the first product.

For services and digital content that is not supplied on a tangible medium:

1. The consumer can dissolve a service agreement and an agreement for the delivery of digital content that has not been delivered on a material carrier for a period of at least 14 days without giving reasons. The entrepreneur may ask the consumer about the reason for the withdrawal, but not oblige him to state his reason(s).
2. The cooling-off period referred to in paragraph 3 starts on the day following the conclusion of the agreement.

Extended cooling-off period for products, services and digital content that is not supplied on a material carrier if information is not provided about the right of withdrawal:

1. If the entrepreneur has not provided the consumer with the legally required information about the right of withdrawal or the model form for withdrawal, the reflection period will expire twelve months after the end of the original reflection period determined in accordance with the previous paragraphs of this article.
2. If the entrepreneur has provided the consumer with the information referred to in the previous paragraph within twelve months after the commencement date of the original cooling-off period, the cooling-off period will expire 14 days after the day on which the consumer received that information.

    

Article 7 – Obligations of the consumer during the reflection period

1. During the cooling-off period, the consumer will handle the product and the packaging with care. He will only unpack or use the product to the extent necessary to determine the nature, characteristics and operation of the product. The starting point here is that the consumer may only handle and inspect the product as he would be allowed to do in a shop.
2. The consumer is only liable for depreciation of the product that is the result of a way of handling the product that goes beyond what is permitted in paragraph 1.
3. The consumer is not liable for depreciation of the product if the entrepreneur has not provided him with all legally required information about the right of withdrawal before or at the conclusion of the agreement.

    

Article 8 – Exercising the right of withdrawal by the consumer and costs thereof

1. If the consumer makes use of his right of withdrawal, he will report this to the entrepreneur within the cooling-off period by means of the model withdrawal form or in another unambiguous manner.
2. As soon as possible, but within 14 days from the day following the notification referred to in paragraph 1, the consumer shall return the product or hand it over to (an authorized representative of) the entrepreneur. This is not necessary if the entrepreneur has offered to collect the product himself. The consumer has in any case observed the return period if he returns the product before the cooling-off period has expired.
3. The consumer returns the product with all accessories supplied, if reasonably possible in the original condition and packaging, and in accordance with the reasonable and clear instructions provided by the entrepreneur.
4. The risk and the burden of proof for the correct and timely exercise of the right of withdrawal lie with the consumer.
5. The consumer bears the direct costs of returning the product. If the entrepreneur has not reported that the consumer must bear these costs or if the entrepreneur indicates that he will bear the costs himself, the consumer does not have to bear the costs for returning the goods.
6. If the consumer withdraws after having first expressly requested that the provision of the service or the supply of gas, water or electricity that have not been prepared for sale commence in a limited volume or specific quantity during the cooling-off period, the consumer is owe the entrepreneur an amount that is proportional to that part of the obligation that has been fulfilled by the entrepreneur at the time of withdrawal, compared to the full fulfillment of the obligation.
7. The consumer bears no costs for the performance of services or the supply of water, gas or electricity, which are not made ready for sale in a limited volume or quantity, or for the supply of district heating, if:
   1. the entrepreneur has not provided the consumer with the legally required information about the right of withdrawal, the reimbursement of costs in the event of withdrawal or the model form for withdrawal, or;
   2. the consumer has not expressly requested the commencement of the performance of the service or supply of gas, water, electricity or district heating during the cooling-off period.
8. The consumer does not bear any costs for the full or partial delivery of digital content not supplied on a material carrier, if:
   1. prior to delivery, he has not expressly agreed to commencing compliance with the agreement before the end of the cooling-off period;
   2. he has not acknowledged losing his right of withdrawal when giving his consent; or
   3. the entrepreneur has failed to confirm this statement from the consumer.
9. If the consumer makes use of his right of withdrawal, all additional agreements will be dissolved by operation of law.

Article 9 – Obligations of the entrepreneur in case of withdrawal

1. If the entrepreneur makes the notification of withdrawal by the consumer electronically possible, he will immediately send a confirmation of receipt after receipt of this notification.

2. The entrepreneur will reimburse all payments made by the consumer, including any delivery costs charged by the entrepreneur for the returned product, immediately but within 14 days following the day on which the consumer notifies him of the withdrawal. Unless the entrepreneur offers to collect the product himself, he may wait with paying back until he has received the product or until the consumer demonstrates that he has returned the product, whichever is the earlier.

3. The entrepreneur uses the same means of payment that the consumer used for reimbursement, unless the consumer agrees to a different method. The refund is free of charge for the consumer.

4. If the consumer has opted for a more expensive method of delivery than the cheapest standard delivery, the entrepreneur does not have to reimburse the additional costs for the more expensive method.