How can I return my order?
You can return an order within the withdrawal period without providing a reason. You must cover the return costs, which are automatically deducted when you use the return label provided. You can register your return by phone, in writing, through chat, or using the Self Service Portal. After that, you can download and print the label for your shipment.
What should I know before returning an item?
Try to send back returned items in their original packaging whenever you can. Make sure to include all accessories and parts to avoid any issues. Cover or remove the original shipping barcode. Use the assigned carrier on the return label, as you cannot change it.
Who pays the return costs during withdrawal?
During the withdrawal period, the customer is responsible for the return costs. These costs are automatically deducted if you use the provided return label. If you send back returns without that label, you won’t be reimbursed for the postage. After the withdrawal period, warranty claims are handled differently.
What does the warranty cover after withdrawal ends?
Once the withdrawal period ends, a two-year warranty applies. During this time, you will not have to pay for repair and return shipping costs if there is a genuine defect. You can check the warranty terms for personal or business purchases to clarify any product issues that arise later.
What if only part of my order arrived?
Some orders might arrive in multiple packages for logistical reasons. First, check the tracking information to see if any parcels are still on the way. If no additional packages are listed, contact customer service to investigate the issue. Partial deliveries will be resolved as quickly as possible.
What should I do if the wrong item arrived?
If you receive the wrong item, you can register a free return through the Self Service Portal, by phone, via chat, or in writing. After that, you can download and print a return label. Once your return is processed, the correct item or a suitable solution will be arranged. Having your order details on hand can help speed up the process.
What if more items arrived than ordered?
If you receive more products than you ordered, check the delivery for multiple parcels. If it appears to be an incorrect shipment, you can register a return through the available channels. A return label you can download will be provided to help ensure the extra items are returned correctly.
What happens if my order is damaged?
If only the outer packaging is damaged, you can repack the item safely. If the product itself is damaged, take photos and report the issue by phone, via chat, in writing, or through the Self Service Portal. You can also find a return label there. You can then request a repair or refund.
How long does it take to receive a refund?
Refunds are processed to the original payment method within 14 working days after we receive the returned item. Processing time might vary a bit depending on your payment provider. It’s a good idea to keep the return receipt until the refund appears, as this will help you track all steps if necessary.
What can I do if tracking information is missing or delayed?
Tracking updates may take time, especially during busy periods. Sometimes, parcels are shipped even if the tracking hasn’t refreshed. Check the status regularly for updates. If there’s no change after two or three days, customer service can provide further clarification.