What requirements must I meet for a return?

You want to send something back? Here you will find out which requirements apply for a return – from deadlines to the condition of the goods to packaging and accessories. This way, the return will go smoothly.

Withdrawal or complaint?

• Withdrawal = return without reason within the deadline.
• Complaint = defect/damage/part missing → replacement, exchange, repair or delivery of parts.

Further information on withdrawal or complaint can be found in this article. 

Withdrawal

Deadline & starting point

• 14 days from the day you (or a named person) received the goods.
• Partial deliveries: 14 days from receipt of the last partial delivery.

How to withdraw

Briefly in writing by e-mail, contact form or WhatsApp.

Template to copy:

“I hereby withdraw from the purchase of order {Order Number}. Please inform me of the further procedure.”

You are welcome to tell us the reason for your withdrawal. This helps us to better
understand your withdrawal and gives us the chance to make improvements.

After the withdrawal – what happens?

1. Send withdrawal.
2. We commission the forwarding company.
3. The forwarding company will contact you to arrange an appointment (by phone or e-mail).

Return

We organise the collection and the forwarding company will contact you for the final appointment arrangement. Secure the original packaging or pallet for transport. Collection takes place as with delivery from the kerbside.

Refund

• Repayment via the original payment method.
• At the latest 14 days after your withdrawal. We may withhold the amount until receipt of the goods or proof of return.

Details about return shipping costs can be found in the separate article “Who bears the costs of a return?”.

Complaint

How to report

• Briefly in writing + photos/videos (overall view, close-up, packaging/label, affected part).
• Optional: serial/part number (if available).
• Specify your request: discount, exchange or delivery of parts.

Template:

“Regarding order {Order Number}: The item {Item Name} has {Description of the defect}. I would like {exchange/discount/delivery of parts}. Photos attached.”

Procedure

1. Report with order number, item, description of the defect, photos.
2. We check and send replacement or commission a forwarding company for collection.

Collection

• Appointment coordination with the forwarding company.
• Important: Keep the pallet, packaging & delivery note until everything is clarified.

Contact – how to reach us

In writing (recommended): e-mail, contact form or WhatsApp.
Please provide: order number, briefly “withdrawal” or “complaint”, for complaints 2–3 photos/videos.

Frequently asked questions

What if my 14-day deadline is running out?
Submit your withdrawal in writing within the deadline – you can then arrange a collection appointment with the forwarding company within the next 14 days.

The original packaging/pallet is gone – is it still possible?
Yes, in this case please pack securely for transport with alternative cardboard. 
Please inform us before commissioning the forwarding company that you need a pallet.

I only received one part damaged – do I have to return everything?
For complaints, targeted spare parts are often sufficient. Please send photos and part names/numbers (if available).

I cannot be at home at the collection appointment – what then?
Please inform us early, we will inform the forwarding company and let you know the further procedure.