You have the right to withdraw from your contract within 14 days without giving any reason.
You can find our Withdrawal Policy here. Of course, you also receive it with every order and can find it at any time at the bottom of our website.
Return Form
You are welcome to use our Return Registration Form for your withdrawal.
Withdrawal Button
Or simply click the yellow Withdraw from Contract button on our website.
If you do not wish to withdraw the entire order, please specify the relevant article numbers and quantities in the comments field.
In Writing by Email
Last but not least, you can of course also withdraw in writing, for example by email. Please provide us with all relevant information:
- Customer name and customer number
- Order and/or invoice number
- List of articles to be returned with quantities
What happens after your withdrawal?
If your order had not yet been paid at the time your withdrawal is processed, you will promptly receive a cancellation confirmation once a staff member has processed your withdrawal.
If the order has already been paid or released by the payment service provider and is therefore being processed, the cancellation and refund will typically take 1–3 business days. We strive to complete the processing as quickly as possible.
If the goods have already been shipped, you may return them to us after receipt. We will send you a return slip by email to the address provided in your order within 1–3 business days (Mon–Fri). Please enclose this return slip with your shipment so that we can clearly identify it and process it as quickly as possible.
Important note on sets/kits/installation kits:
Kit components are not to be returned individually. Sets/kits/installation kits can only be returned as a whole – exactly as ordered.
Exchange Items:
Please order any desired exchange items separately in our shop.
If you need or want to return something as a cancellation, the following applies: Purchased as a set = returned as a set.
You can easily find the item number of your kit on your invoice or order confirmation.
Please provide this number when registering your return and send all components of the kit back together (refere to your retoure slip) so that we can process your refund in full.
What to do if individual parts from a set are defective?
While sets can only be returned complete, this does not apply to defective parts.
For your complaint, please also use our return form, escribe the problem, and attach photos. This helps us to assist you more quickly.
We will take care of it and contact you personally as soon as possible, send you the replacement part, or initiate the next steps.
If your delivery is incomplete, please first check your shipping confirmation email and the tracking numbers it contains. Your order may have been shipped in multiple packages, not all of which have been delivered yet and will arrive shortly.
In case of damage or incorrect deliveries, or if something is still missing after all packages have been delivered, please send us an email or use our return form.
To help us process your request quickly, please provide the following information:
- name, customer-, order- and/or invoice-number
- the affected item number(s) and a brief description of the problem
- if possible, please send photos – they greatly help us to find a targeted solution
- you can also provide a phone number if you would like us to contact you by phone
We will review your request as quickly as possible and contact you personally within the next 1-3 business days (Mon-Fri). Together we will find a good solution – for example, a replacement delivery, a repair, or another suitable remedy.
In case of technical malfunctions and problems, please refere to our next FAQ.
So that we can check and resolve your technical issue quickly, we need a bit of information from you:
- A detailed description of the fault (When does the error occur? What were you doing at the time?)
- The error code or the exact error message displayed
- Photos of the installed unit, connections, cables, and the error display
- Your customer and order details (order number, contact details, phone number for callbacks)
The more precisely you describe what's going on, the faster we can help you.
How does the processing work?
In most cases, we first try to fix the issue via remote diagnosis. This saves you time and hassle, as you don't need to remove or send in the device.
If that's not enough, we'll coordinate the next steps together for sending the device to us or to the manufacturer, and we'll send you the corresponding return documents and numbers. Your device will then be tested. Our support team will stay in touch with you and discuss the diagnosis and next steps. Depending on the device and the nature of the fault, the average processing time for such returns is 14 days.
Will I receive a replacement device immediately?
No, we do not provide immediate replacement devices. A repair or replacement is only possible after we have received and tested your device.
This ensures that it is actually a warranty case and that we find the right solution for you. As soon as the testing is complete, we will contact you immediately with the next steps.
What happens in case of installation or user errors?
If the fault was caused by incorrect installation or user error, the device will usually run perfectly on our test bench. In that case, there is no warranty claim.
In such cases, we cannot help you free of charge and reserve the right to charge you for the costs of testing and return shipping.
However, we try to identify this already in the first step via remote diagnosis and photos.
Important: A problem caused by installation or user error will recur even after repair or replacement if the root cause is not fixed.
How do I submit my complaint?
Simply send us your fault description with photos and details by email, or use our return registration form.
As soon as we have everything, we will get back to you as quickly as possible - within 1-4 working days, Mon-Fri (excluding public holidays) - and let you know how to proceed.
How does an exchange work in case of withdrawal?
If you wish to withdraw from a purchase, you have 14 days from the date of delivery to do so.
Please simply order the replacement item separately in our shop. This is the fastest way and you won't have any waiting time.
We will refund the purchase amount for the returned item as soon as the return has been received and checked by us. The refund will be made to your original payment method.
We will process your withdrawal declaration personally and will usually get back to you with the return slip within 1-3 working days (Mon-Fri, excluding public holidays).
How does an exchange work in case of a complaint?
For technical defects or other issues, we handle each case individually. Our support team will contact you after receiving your complaint and discuss the best solution with you.
Depending on the nature of the fault and the device, we will jointly agree on whether a repair, replacement, or another solution makes the most sense for you. Replacement deliveries are therefore always coordinated on a case-by-case basis and usually after inspection of the device with our staff.
Here too, we will process your request personally and will usually get back to you within 1-3 working days (Mon-Fri, excluding public holidays).
How do I register an exchange?
Please use our return form or send us an email with your order number, stating the item numbers and quantity of items you wish to return or complain about. For complaints, please include photos and a detailed description of the fault - this way we can help you as quickly and effectively as possible. We will get back to you as soon as possible within the next working days.
In case of cancellation (you have changed your mind)
If you return an item because you don't like it or have changed your mind, you, as the customer, are responsible for the return shipping costs. You can find the exact terms and conditions in our Cancellation Policy, which you also receive with every order.
You can return the item using a shipping provider of your choice.
Our tip: We're happy to advise you beforehand to help you avoid returns as much as possible – just contact our support team if you have any questions. Don't forget to scroll through and read the product descriptions completely. You might find videos or linked magazine articles that can help you choose the right item!
In case of a complaint (defect, incorrect delivery, etc.)
If your item is defective, we sent you the wrong thing, or there is any other issue, we will of course cover the return shipping costs for you. This is required by law and a matter of honor for us.
As soon as we receive your complaint (preferably in writing via email or using the form), we will send you a return slip and a free shipping label via email within 1-3 business days. You don't have to pay anything and can simply return the package using the label. n.