As a private customer, you can revoke your contractual declaration within 30 days without citing any reasons. Please read the cancellation policy.
This also applies if there is a defect, if a product does not work as you expect or if the wrong device was delivered. Our customer service will take care of replacing your device as quickly as possible or repairing it professionally.
Who bears the return costs in the event of a complaint?
We will bear the return costs in the event of a complaint, provided that the damage to the appliance was not your fault.
Who bears the return costs in the event of a revocation within 30 days?
In case of a revocation within 30 days - without reason - the consumer bears the return costs themselves. We will bear the return costs in the event of a defect or incorrect delivery.
How do I get my return documents?
Please contact our customer service by mail or phone. Once you have successfully completed the returns registration process, we will email you all the necessary information and a prepaid returns label*.
*For shipments of a heavier weight, we will arrange for collection by a forwarding agent.
What do I do if a product is defective?
If you discover a defect in the product after delivery, you can immediately arrange for the unit to be returned. Even if a defect occurs within the warranty period, you can simply request the replacement or repair of the appliance. In order to have your complaint processed quickly, please fill out our complaint registration stating the invoice or order number and, if applicable, a telephone number for any queries, should the damage require further description. We will then take a look at your case as soon as possible.
What happens after the return has been registered?
Once you have successfully completed the returns registration process, we will email you all the necessary information and a prepaid returns label*. With the return label, which we will send you by email, you can then simply post the parcel free of charge at a collection point of our shipping partner. The device is inspected at our own workshop and repaired or replaced if necessary.
*For shipments of a heavier weight, we will arrange for collection by a forwarding agent.
How long does the refund take?
Refunds are usually made within 14 days after we have received the goods. Please note that an increased volume of orders and correspondence may result in time delays when processing returns and refunds.
Where can I enquire about my order, payment, and delivery?
In this case, please contact our customer service by mail or telephone. In any case, please state your order number, which you will find in your order confirmation or in your customer account.
