Complaints and Returns
Please always use the attached RMA form in case you have to return an item back to us. If you do not have the form handy, please print this out and add it to your return.
What to do in case of damages in transit
Visible damages in transit need to be directly reported to the parcel service after receipt of goods. Please make sure that already damaged, dented or opened packets are confirmed by the deliverer.
In case of hidden damages in transit please contact directly the forwarding agency.
When the parcel was delivered by DHL, you can complain about the damage to the next post office. Therefore, please show them the defective goods and the complete packing.
Otherwise please contact the following service hotlines:
Hotline DHL: +49 (0) 1805 / 345 22 55 (daily, 0 - 24 Uhr)
Hotline GLS: +49 (0) 180 / 52 52 700 (7:00-19:00 Uhr)
You can reach our Customer Service at: + 49 (0) 7823 / 96 123 - 0
If possible, please mail us your pictures of packing und goods to: firstname.lastname@example.org
Wrong item/ Item doed not fit
In case you received the wrong item or an item that does not fit, please send it back with the above mentioned RMA form.
Please also indicate the reason for return (e.g. wrong connector, different voltage…). You can also call our Customer Service at: +49 (0) 7823 96 123 0
Defective Item/ Warranty
Unless not otherwise noted, any item has a 24 month warranty. Wearing parts such as rechargeable batteries only have a 6 month warranty.
Please make sure the item is not connected wrongfully and the right software/driver is installed. Please do not hesitate to call our Customer Service at: +49 (0) 7823 96 123 0 for any questions to this matter. In case the returned item is not defect, we reserve the right to charge an additional fee of 25,00 EUR to cover our expenses.
Please return the item including the RMA form to our department. A statement about the defective item will help us to speed up the process. In case there is not enough space on the form, please use a blank paper to add information.
Cancelation (only for German customers)
In case you ordered the item as a consumer according to § 13 BGB, you have the right to return every item within 2 weeks after receipt without giving reasons via email, fax or letter. For orders above 40,- EUR we will refund your shipping expenses for regular insured mail.
Please return the item and the RMA form including your bank details to our department so that we can credit the amount to your account asap.
When the returned item is in good state and returned on time (within 2 weeks), the contract is fullfield. Benefits on both sides shall be released back. In case you cannot give back all benefits or the returned item is not in the same shape as it was sent, you have to pay compensation for the difference. This does not apply when you did not have the chance to make sure that the item works or fits as requested (when you had no chance to look at the item prior to acquisition). You can also make sure not to damage the item in case you see that it will not fit, to make sure not to be held responsible for any defect occurred due to misuse as this would not jeopardize the value of the item.
Sale of return is excluded from custom-made products as well as from software and data media unsealed by the customer.