Warranty or cancellation – what is what? In short: Cancellation = Changed your mind, send it back within the deadline. Warranty = The product has a defect, we will fix it.
Here you will find the most important deadlines, what you need and how to get started.
A brief overview
| 🔧 Warranty | ↩️ Cancellation | |
|---|---|---|
| What is it? | Your legal right in case of defects in the product | Your right to undo the purchase without reason |
| Duration | ⏳ 24 months from delivery | ⏳ 14 days from receipt of goods |
| When applicable? | If the item is already faulty on delivery (e.g. defective, parts missing, wrong item) | If you change your mind or do not want to keep the goods |
| Costs | Replacement or (partial) refund → free of charge for you | 🚛 Freight goods = Customer pays (except in case of defects) |
| Procedure | Report defect (with photos & order number) → examination → replacement or refund | Report cancellation within 14 days → return shipment → repayment |
| Return | Please contact us beforehand so that we can arrange a haulage company for collection. | Please contact us beforehand so that we can arrange a haulage company for collection. |
What exactly is a defect?
A defect is present when an item is not as it should be. Typical examples:
- a part is damaged or broken
- parts or accessories are missing
- the item differs significantly from the description (e.g. wrong model or colour)
- it cannot be used as intended (e.g. door does not close)
Normal wear and tear from use or minor visual deviations (e.g. minimal colour nuances) are not considered defects.
How do I report a defect?
Via one of our communication channels. To help you quickly and specifically, we need the following information:
- your order number
- a brief description of your concern
- 2–3 photos (overall view & close-up)
You can learn more about the topic ''Submitting defects'' in this article! Otherwise, our AI assistant Phil is always there to assist you.
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