Exchange / Return / Warranty

• What can I do in case of transport damage / packaging damage?
• What should I do if incorrect / incomplete or defective goods are delivered?
• What can I do if I'm not satisfied with the product?
• Will I receive a full refund when returning the item?
• How will I receive my refund upon return?
• What should I do if a product becomes defective within the warranty period?
• Where/how can I exchange my goods?
• What information should I always provide when making an exchange?
• I want to return my goods but not exchange them.
• What information should I always provide when making a return?
• I am having trouble with the registration process. What can I do?
• Where can I find the current status of my return?
• Who bears the cost of my return?
• I received the wrong goods and I'm being asked to pay for the return. Why?
• I am not from Germany and I am unable to register my return.
• Why am I not provided with a shipping label if I want to return from outside Germany?
• Do I have to return my package using Deutsche Post/DHL?

What can I do in case of transport damage / packaging damage?

If you received your delivery with DHL:
Within 7 days of receiving the goods, you must file a damage report at the post office counter. Please contact us by phone afterwards and send us a copy of the damage report. If possible, please also send photos of the damaged goods.

Please note: A damage report cannot be filed directly with the postal carrier.

If you received your delivery with DPD:
If the goods have obvious damage upon delivery, please refuse the acceptance and then contact us.

If you notice any transport damage after acceptance, please contact our customer service immediately. Please note that photos may be requested via email to ensure prompt processing.

What should I do if incorrect / incomplete or defective goods are delivered?

Please contact our customer service representatives at Tel: +49 (0) 5571 / 915118028.

What can I do if I'm not satisfied with the product?
You have a one-month right of withdrawal with us. Please also refer to our withdrawal instructions. If you have any further questions, please call our customer service at Tel: +49 (0) 5571 / 915118028.

Will I receive a full refund when returning the item?
To receive a full refund, the item must be in perfect condition. This means that the item must be complete and undamaged.

How will I receive my refund upon return?
Once the returned item arrives at our facility, it will be inspected and the refund will be processed promptly. Please note that if you made the payment through PayPal, the refund will be issued through PayPal as well. For all other payment methods, please complete the enclosed return documents in full.

What should I do if a product becomes defective within the warranty period?
Please contact our returns department by phone at: +49 (0)5571 915118028

Our team members are available to assist you promptly.

Where/how can I exchange my goods?
We would be happy to send you the appropriate replacement goods. To ensure a smooth and efficient process, please use the return documents and shipping label that we have included with the shipment.

What information should I always provide when making an exchange?
When requesting an exchange, please provide the following information:

Manufacturer, model, type, performance:
Key number for 2.1 and 2.2:
Chassis number for E:
Date of first registration:

Please also provide us with a detailed description of the issue to ensure a quick and smooth process.

I want to return my goods but not exchange them.
We apologize that you wish to return the delivered goods. To ensure a smooth and efficient process, please use the return documents and shipping label included with the shipment.

What information should I always provide when making a cancellation?
For the following payment methods, please provide your bank details for the refund: prepayment, instant bank transfer, cash on delivery, purchase on account. For PayPal payments, the refund will be processed through PayPal.
The following information would help us optimize our offerings and service:
Manufacturer, model, type, performance:
Key number for 2.1 and 2.2:
Chassis number for E:
Date of first registration:
Detailed and comprehensive description of the issue.

I am not from Germany and cannot use the return label.
Please contact our customer service via email, and you will receive a response as soon as possible: Tel +49 (0)5571 915118028

Why am I not receiving a return label if I want to return from outside Germany?
Unfortunately, we cannot provide a return label for free return shipping outside of Germany. You can submit a copy of the return receipt, and we will check if the return shipping can be reimbursed.

How should I return my package?
In our online shop, you have the option to print a free return label at any time:


You want to return: To the DPD returns portal