Summary of returns, deadlines and process for consumers
This page provides a short overview of the most important points; the legal basis for deadlines, conditions and the full process is our Cancellation Policy & Form.
Return
A return within the scope of the right of withdrawal is possible if the withdrawal has been declared within the applicable period.
The immediate costs of return shipping must be borne by the customer (provided that correct information was given in advance).
In the event of defects, transport damage, or incorrect delivery, please contact support briefly so the quickest way to resolve the issue can be agreed.
Links:
Deadlines
For online purchases, the right of withdrawal generally applies for 14 days; for goods, this period starts on the day the goods are received.
The return must then be sent back within the specified period; details are set out in the cancellation policy.
Important: Personalized or custom-made products are excluded from the right of withdrawal.
Process
- Declare withdrawal: A clear declaration is required (for example by email or as a short note in the return shipment, ideally including the order number).
- Return the goods: Pack the goods carefully and send them back (see above for return shipping costs).
- Refund: Once the return has been received, the amount paid will be refunded; repayment may be withheld until the goods have been received or proof of return has been provided.
Further details (including model withdrawal form): Right of withdrawal