How can I return my order?
If your order is within the withdrawal period, you can return it without giving any reason and request a refund.
Please note: The return costs within the right of withdrawal have to be covered by you. These will automatically be deducted from the refund if you use our return label.
You can register a return in writing, by phone, via chat, or in the Self Service Portal. Please have your order details ready. Afterwards, a return label will be available for you there to download and print.
If possible, use the original packaging to best protect the item. Make sure to include all accessories and parts of the product. Also, remove or cover the original shipping barcode on the package.
The shipping company for the return is assigned automatically and cannot be changed. You can find the assigned carrier on the return label.
If you send the return at your own expense and without using our prepaid return label, we unfortunately cannot refund the shipping costs.
During the two-year warranty period, we cover both the repair and the shipping costs for returning your item.
Please note: Different rules apply in the UK because of Brexit. Contact our customer service if you need help with your return.
What do I need to know about the return policy?
You can file complaints within a 30-day withdrawal period, starting from the day you receive the goods, without giving any reason.
Please note: The return costs within the right of withdrawal have to be covered by you. These will automatically be deducted from the refund if you use our return label.
After the withdrawal period expires, you still benefit from a two-year warranty. During this time, we cover both repairs and the return shipping costs of your product if a valid 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.
Please note: Different rules apply in the UK because of Brexit. Contact our customer service if you need help with your return.
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.
Please note: Different rules apply in the UK because of Brexit. Contact our customer service if you need help with your return.
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.
Please note: Different rules apply in the UK because of Brexit. Contact our customer service if you need help with your return.
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?
When registering your return, we’ll send you a return label with a tracking number. You can track your return conveniently via the provided tracking link.
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.
Please note: Different rules apply in the UK because of Brexit. Contact our customer service if you need help with your return.
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.
Please note: Different rules apply in the UK because of Brexit. Contact our customer service if you need help with your return.
