Exchange and return of goods
Goods can be exchanged by returning your order and reordering from the online shop. You can return the goods within 14 days and we will issue a full refund. If you would like a different product, please simply make a new order via the online shop.
Do you need to return your order?
No problem. To ensure a smooth returns process, please read through the following points. We do not cover the costs of the return; this is to be paid for by the customer.
Requesting a returns label: You can request and print a prepaid returns label from our DHL returns portal, then drop your returns parcel at your local DHL branch. In this instance, a flat rate of €3.90 is charged.
If the product is damaged or we have mistakenly sent you the wrong product, we will of course cover the costs of the return delivery.
Custom-made goods and food items cannot generally be exchanged.
Please send goods in their original packaging, complete with all accessories. Though this is not a mandatory requirement for the exercise of your right to return the goods, it is generally accepted as the most reliable and effective way of returning goods. Please wrap goods in protective packaging, where appropriate. If you no longer have the original packaging, ensure your goods are suitably packaged for safe transport in order to avoid claims for damages owing to inadequate packaging.
Wherever possible, please include the receipt with your return – this makes it easier for us to identify your order, though it is not a mandatory requirement for the exercise of your right to return the goods.
Datenwerk Logistik GmbH
c/o VDS Fulfillment
37412 Herzberg am Harz
Returning hazardous goods
If possible, please return in the original packaging. This has the necessary information printed on it and provides appropriate packaging for transit. If the original packaging is damaged, please use new packaging. In the case of products that contain batteries (including lithium batteries), please ensure that the packaging is strong and secure. Please also try to ensure that the product cannot move around inside the packaging or accidentally get switched on. Securely seal any pressurised containers or containers filled with liquids or other substances that could leak, in order to prevent the contents from leaking during transit. If possible, place the product upright in the pack and package it so that it is not free to move around. Ideally, use the packing material included in the original parcel, where applicable, or alternatively some newspaper, for instance, to fill any gaps in the package.
If you are returning multiple hazardous goods, it is important to send these individually and not together in one parcel, so as to fulfil legal requirements.
What do I need to do about package labels?
If you are using the original packaging, you are not required to do anything additional. Please ensure that the hazardous goods label is clearly legible. If this is not the case, please print out the hazardous goods label and stick it on one side of the package.