Return and Complaint Policy

Returns & Right of Withdrawal

1. You have the right to withdraw from the contract within 14 days without giving any reason. The withdrawal period is 14 days from the day you or a third party designated by you, who is not the carrier, physically acquires the last good.
2. To exercise the right of withdrawal, you must inform us via an unequivocal statement sent to [email protected] of your decision to withdraw from the contract. You may use the model withdrawal form attached below, but you are not obligated to do so.
3. To meet the withdrawal deadline, it is sufficient for you to send your communication regarding your exercise of the right of withdrawal before the withdrawal period has expired.
4. If you withdraw from the contract, we will reimburse all payments received from you, including delivery costs (except for any additional costs resulting from your choice of a delivery method other than the least expensive standard delivery offered by us) without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from the contract.
5. We will carry out such reimbursement using the same means of payment as you used for the initial transaction unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
6. You shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.
7. You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.

Complaint Procedure & Statutory Guarantee

1. We have a sufficiently publicized complaints procedure and handle complaints in accordance with this procedure.
2. Complaints about the execution of the contract must be submitted to us fully and clearly described within a reasonable time after you have discovered the defects. Please contact us at [email protected].
3. We guarantee that the products and/or services comply with the contract, the specifications stated in the offer, the reasonable requirements of reliability and/or usability, and the existing legal provisions and/or government regulations on the date of the conclusion of the contract.
4. Complaints submitted to us are answered within 14 days from the date of receipt. If a complaint requires a foreseeable longer processing time, we will respond within 14 days with a message of receipt and an indication of when you can expect a more detailed answer.
5. Any additional guarantee provided by the manufacturer or importer never limits the legal statutory rights and claims that you as a consumer can assert against us based on the contract.

Online Dispute Resolution (ODR):
If you are a consumer residing in the European Union, you can also submit your complaint via the European Commission’s Online Dispute Resolution platform at http://ec.europa.eu/odr.

Annex: Model Withdrawal Form

(Complete and return this form via email only if you wish to withdraw from the contract)