Returns and repairs
If the goods have not yet been delivered, a cancellation is possible at any time. If the goods are already on their way to you, you have the possibility to make use of your right of cancellation. You have the right to cancel the sales contract within 14 days without giving a reason. The cancellation period is 14 days from the date on which you or a third party named by you, other than the carrier, has taken the goods into physical possession. You can find details about this in our general terms and conditions.
Informations for Repairs
We constantly strive to inspire you with our service and product offering, and we do a lot to ensure that we continuously improve your experience. Unfortunately, it is currently the case that we are more than busy due to the high service volume - despite all our best efforts to improve the siutation.
For this reason we have the following request to you:
- Please contact us exclusively by mail or via our contact form. Then our technicians can concentrate on the repairs.
- Please allow us 48h to give a competent and well-founded answer to your question.
- Please refrain from contacting us by phone in addition to mail. This causes unnecessary duplication of work, as one employee could be on the phone with you and another could be handling the mail.
Thank you for your understanding!
You have bought your device from us?
We are of course still there for you. Warranty repairs on devices purchased from us enjoy the highest priority with us accordingly. But even in this case it can take a little longer. Often the matter is out of our hands, as we are dependent on spare parts deliveries from the manufacturer.
You did not buy your device from us?
Due to the situation, we have also decided not to accept repair devices that were not purchased from us for the time being. We recommend that you contact the dealer you purchased the unit from directly.
1. Pay attention to costs
Attention! There may be costs for you. The return costs have to be paid by the consumer. Our automatic shipping cost calculation has shown you the best conditions of our logistics partners in the purchasing process. We recommend that you consider these costs as a comparison value for your return shipment.
2. Correct franking
The post office (DHL) meanwhile charges for not franked and/or insufficiently franked packages about twice the price of a normal package (flat rate 12 €). We therefore ask you to frank the returns correctly so that we do not have to charge you the additional costs.
3. Detect bulky goods
Please do not send bulky goods by post. Parcels with a length of 1.20 m or more cost 20 € extra with DHL. To save costs we recommend not to send back bulky items by mail. Cheap alternatives are for example UPS or the nearest parcel shop (e.g. Hermes, GLS or DPD).
4. Forwarded goods
This refers to items that can only be shipped by a forwarding agent due to size or weight. Please note that the different carriers differ greatly in their pricing. Before placing an order, please ask about costs first. The shipping costs calculated by us can serve as an indication.
If you have any questions or problems, please contact us before sending the package. Our cancellation instruction in the Terms and Conditions contains further information. In order to enable a prompt processing of your return, please enclose a short, informal letter with your return:
In your letter, we ask you to briefly and informally address the errors in the article. The more detailed the error description, the faster the processing will be possible. In the event of a refund, you will receive the amount to be refunded via the payment method you selected for your purchase. In case of prepayment, we also ask you to provide us with the desired bank details for the refund. You are welcome to exchange the purchase under complaint. In this case, please contact us and we will charge credit and new delivery on a receipt. If there is an outstanding amount, we will refund or invoice you depending on the case. To enable easy and fast communication: Please give us your customer number and the desired type of contact (e.g. e-mail or telephone).