1: Applicable law

We follow the current regulations according to the Consumer Purchase Act (KKöpL). As a customer, you have the right to complain about a product if it is faulty, for up to 3 years from the date of purchase.

2: What is considered a defect in the product?

A product is considered defective if it deviates from what was agreed, is damaged, has a manufacturing defect or does not function as described. The defect must not be due to normal wear and tear or improper use.

3: Reasonable time to complain

Complaints must be made within a reasonable time after the defect is discovered. A complaint made within 2 months is always considered to be within a reasonable time according to law.

4: Assessment of the product

When we receive your complaint, we perform a manual check of the product to determine:

• If the defect is covered by the Consumer Sales Act.
• Whether the item has been used normally or abnormally.
• Whether compensation or action should be approved.

5: Deductions when using

If the item is used or shows wear and tear, a reasonable deduction may be made from the compensation. The size of the deduction depends on the condition of the item and how much it is deemed to have decreased in value.

Examples of deductions:

• Item has been used for a short time, light wear: 10–20% discount
  
• The item has been used for a long time: discount 20–50%
  

If the item is considered to have wear and tear and a deduction is made from the refund, you can, if desired, have the entire amount refunded in a voucher (credit receipt) to use for future purchases with us.

6: Actions in the event of approved complaints

In the event of an approved complaint, we offer the following, in accordance with the law and depending on the situation:

1. Repair
2. Replacement product
3. Price reduction (if the Buyer still wants to keep the item)
4. Refund (refer to point 4)

7: How to make a complaint

To complain about a product, we ask you to:

1. Contact us via our customer service and describe the error.
2. Attach order number, name and relevant images.
3. Wait for return instructions before sending the item back.
4. Once we have received the goods, we will make a full assessment and return with a decision.

8: processing time

The processing time may vary depending on the scope of the case, but you will always be notified as soon as the assessment is complete.

9: Return costs in case of complaint

In the event of a complaint, the customer is initially responsible for the cost of return shipping. Once we have received and checked the goods, we will make an assessment in accordance with the Consumer Sales Act.

If the complaint is approved

• Return shipping is fully reimbursed.
• The customer receives the agreed compensation (measure, price reduction, refund or voucher)
• No cost to the customer

If the complaint is not approved

• The customer is responsible for the cost of return shipping.
• The customer can choose between the following / A: to have the goods sent back - the customer then pays the shipping for the return delivery / B: to refrain from having the goods returned - no additional cost is incurred, but no compensation is paid.

We always inform the customer about the decision and provide the opportunity to choose alternatives before the case is closed.