Returns & Cancellations

We aim to make returns and cancellations as simple and transparent as possible. On this page you will find information about cancelling an order, the statutory right of withdrawal, our extended 30-day return period, return costs, return labels and refunds.

If you need assistance, please contact customer service through your account. Our team will be happy to assist you.

How can I cancel my order?

If you wish to cancel an order, please contact customer service through your account as soon as possible.

If your order has not yet been processed or dispatched, we will try to cancel it for you. If the order has already been processed or handed over to the carrier, cancellation may no longer be possible. In that case, you can return the order after delivery in accordance with the return procedure described below.

What happens if my parcel cannot be delivered?

If a parcel cannot be delivered, the carrier may make another delivery attempt, deliver the parcel to a collection point or eventually return it to us. The exact procedure depends on the carrier and the circumstances of the delivery.

If your order is returned to us, it will be processed once the returned shipment has been received. Please contact customer service through your account if you would like the order to be shipped again.

What is the return policy?

Consumers purchasing online generally have a statutory right of withdrawal of at least 14 days. In addition, we offer an extended return period allowing you to register a return up to 30 days after receiving your order.

During the first 14 days, the statutory rules regarding the right of withdrawal apply. For the additional return period from day 15 up to and including day 30, the voluntary additional return conditions described below apply.

Returns can be registered through your personal account on the website.

How does the return process work?

1. Log in to your account

Go to the login page and sign in using your account details.

If you did not create a password when placing your order, use the email address associated with the order to access or activate your account.

2. Open your order

After logging in, go to Orders and find the order you wish to return. Then click View Order.

3. Submit your return request

Click Return Request next to the relevant order.

You will then see the products included in your order. For each product you can:

• select the quantity you wish to return;
• select a reason for the return;
• add an optional explanation.

Then click Continue.

4. Check the return address

The correct return address will be displayed when you register your return.

Always use the return address shown during your specific return request. The return address may vary depending on the product, order or type of return.

Do not send a return to another address shown elsewhere on the website, an invoice or other communication unless specifically instructed to do so.

5. Choose your return method

If return shipping options are available through the return portal for your order, they will be displayed during the return process.

The cost of the selected return method will be shown before you continue.

You are not required to use a return label offered through the return portal. You may choose your own suitable carrier and send the return directly to the return address displayed during the return registration process.

6. Pay for the return label

If you choose to purchase a return label through the return portal, you will be asked to pay the applicable return shipping costs through the secure payment environment.

After payment, you will receive the return label and/or further shipping instructions.

7. Pack and send your return

Pack the product carefully and make sure the packaging is suitable for transportation. Where possible, use the original product packaging and place it inside a sturdy outer shipping box.

Do not use the original product packaging as the outer shipping box without additional protection if shipping labels, adhesive tape or transportation could damage the original packaging.

We recommend that you:

• pack the product securely and protect it against impact;
• protect loose components separately;
• include all accessories, manuals and components;
• attach the return label securely to the outer packaging;
• request and retain proof of shipment;
• retain the tracking information until the return has been fully processed.

Important: insurance for your return shipment

A return label purchased through the return portal does not include additional transport insurance against damage and does not insure the returned goods for their full value.

For return labels provided through the return portal, a limited compensation arrangement applies in the event of loss: if the return shipment is completely lost in transit and DPD officially classifies the shipment as lost, DPD may pay compensation of up to €50 per return label.

Transport damage is excluded from this arrangement. Damage to the product, product packaging or any other damage occurring during return transportation cannot be claimed from DPD under these return labels and is not covered by this compensation.

If you would like to insure your return shipment against damage or for a higher value in the event of loss, you must choose your own carrier and shipping service that provides suitable transport insurance.

In that case, you do not need to purchase a return label through the return portal. Always use the return address displayed when registering your return in your account.

What happens if my return is lost or damaged during transport?

Return label purchased through the return portal

If you purchased a return label through the return portal and the return shipment becomes completely lost during transportation, we can ask DPD to open an investigation.

If DPD officially classifies the shipment as lost after its investigation, we can submit a claim.

For a DPD return label provided through the return portal, the maximum compensation in the event of loss is €50 per return label.

Compensation is only payable if DPD accepts the shipment as lost and actually pays compensation.

Damage occurring during return transportation is excluded from this arrangement. Damage to the product, packaging or other transport damage cannot be claimed through these DPD return labels and is therefore not reimbursed under this return shipping arrangement.

If you require higher coverage in the event of loss or insurance against transport damage, choose your own carrier and shipping service with suitable transport insurance.

If you choose your own carrier

If you choose your own carrier or insured shipping service, the terms and conditions agreed between you and that carrier will apply.

Any claim for loss or transport damage must in that case be submitted directly to your chosen carrier or insurer.

Always retain your proof of shipment, tracking information and, where applicable, photographs of the packaging and proof of the value of the shipment.

Return conditions under the statutory right of withdrawal

As a consumer, you generally have the right to withdraw from an online purchase within 14 days after receiving your order, without having to provide a reason.

After notifying us of your withdrawal, the goods must be returned within the applicable statutory period.

During the withdrawal period, you may inspect and assess the product in a manner comparable to what would reasonably be possible in a physical retail store.

You are only liable for any reduction in value resulting from handling the product beyond what is necessary to establish its nature, characteristics and functioning.

If such a reduction in value has occurred, the corresponding amount may be deducted from the refund where legally permitted.

Our additional return service from day 15 to day 30

In addition to the statutory right of withdrawal, consumers are voluntarily offered the option to register a return up to 30 days after receiving their order.

For returns registered outside the statutory withdrawal period but within the additional 30-day return period, the following conditions apply in order to qualify for a full refund:

• the product must be complete;
• the product must be clean;
• the product must not have been used;
• the product must not have been installed or mounted;
• the product must not be damaged;
• all accessories and components must be included;
• all mounting materials, where applicable, must be complete;
• manuals and documentation must be included;
• where reasonably possible, the product must be returned in its original product packaging.

This additional 30-day return service does not affect your statutory rights.

Which products cannot be returned?

The statutory right of withdrawal may be excluded for certain products. This may include, among other things:

• products manufactured according to your specifications or clearly personalised for you;
• sealed goods that are not suitable for return for reasons of health protection or hygiene where the seal has been broken after delivery;
• other products or services for which applicable law provides an exception to the right of withdrawal.

Where an exception applies, this will be indicated where possible on the relevant product page or during the ordering process.

Business orders

The statutory consumer right of withdrawal and the voluntary 30-day return service do not apply to business purchases unless otherwise agreed in writing in advance.

This does not affect any rights a business customer may have if a delivered product is defective or does not conform to the agreement.

When will I receive my refund?

If you exercise your statutory right of withdrawal as a consumer, eligible amounts will be refunded as soon as possible and within the applicable statutory period.

We may withhold the refund until we have received the returned goods, or until you provide evidence that the goods have been sent back, whichever occurs first.

The refund will normally be made using the same payment method used for the original order, unless otherwise agreed.

If you withdraw from the entire order, the original standard delivery costs will also be refunded where required by applicable law.

If you voluntarily selected a more expensive delivery method than the standard delivery option for the original order, the additional cost of that more expensive delivery method does not have to be refunded.

Please note that after a refund has been processed, it may take additional time for the amount to appear on your bank account, credit card or payment provider statement.

Return shipping costs

The direct cost of returning an order is payable by the customer, unless expressly stated otherwise or applicable law provides otherwise.

If you use a return label offered through the return portal, the applicable return shipping costs will be clearly displayed before you purchase the label.

You may also choose your own carrier. In that case, you pay the return shipping costs directly to your chosen carrier.

Please note that a DPD return label purchased through the return portal does not provide cover for transport damage and provides a maximum compensation of €50 per return label in the event of loss, and only if DPD officially accepts the shipment as lost.

Large and heavy items and pallet shipments

Large, heavy or pallet-delivered products generally cannot be returned through a standard parcel drop-off point.

For these returns:

• the return must be registered through your account in advance;
• the correct return address and any additional instructions will be provided during the return process;
• you are responsible for arranging a suitable carrier unless a specific return service is expressly offered;
• the direct return shipping costs are payable by you unless otherwise agreed or required by law;
• the product must be packaged and secured appropriately for pallet transportation.

The cost of returning large or heavy products may be considerably higher than the cost of returning a standard parcel and depends on factors including dimensions, weight, country of origin and the selected carrier.

For valuable pallet shipments, we recommend using tracking and suitable transport insurance.

Damaged, defective or incorrectly delivered products

If a product arrives damaged, is defective or you receive a different product from the one ordered, please report this through the customer service helpdesk in your account.

In such cases, do not use the standard return procedure for a change-of-mind return without first contacting us. Customer service will review the case and provide you with the appropriate next steps.

The rules and costs applicable to defective, damaged or incorrectly delivered products may differ from those applicable to a standard return under the right of withdrawal.

How should I package a product for return?

Suitable packaging significantly reduces the risk of transport damage. Make sure the product cannot move freely inside the box and that it is adequately protected against impact, pressure and moisture.

• Use the original product packaging where possible.
• Place the product packaging inside a sturdy outer shipping box where necessary.
• Use sufficient protective filling material.
• Protect vulnerable surfaces, corners and protruding components separately.
• Make sure accessories and loose components cannot move against the product.
• Remove or cover old shipping labels and barcodes.
• Attach the new return label clearly to the outer packaging.

If a product is damaged as a result of inadequate or unsuitable packaging and this causes a reduction in its value, this may be taken into account when processing the return, to the extent permitted by applicable law.

Always keep your proof of shipment

Keep your proof of shipment and tracking information until you have received confirmation that your return has been fully processed.

Without proof of shipment, it may be more difficult to establish when and through which carrier a return was sent if the shipment does not arrive.

Customer service

If you have any questions about returns, cancellations or an existing return request, please contact customer service through the helpdesk in your account.

Our customer service team will be happy to assist you.