Customer information on revocation, complaints and returns

Updated 28. August 2021

We always strive to inform you with meaningful item descriptions and to provide you with the best products free of errors when you order. However, you may decide to cancel a purchase. There may have been damage in transit or there may be another reason for a return.
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Below we inform you about the easiest way to return an item

REVOCATION AND COMPLAINTS

Please read the information on the rights to which you are entitled by law. Rights of withdrawal. For revocation you can use the Model withdrawal form for end consumers

To make it easy for you, we also offer you a return label or QR codes for the return shipment. You do not have to print the label yourself. With the "mobile returns" service from our shipping partner DHL, you can have the parcel label for return shipping printed by a parcel shop, a DHL pick-up service or at most Packstations. Printing is based on the QR code, which can be read from the smartphone display.

Below we offer you supplementary information about our return shipping offer. This does not restrict your statutory right of withdrawal in any way. You may use any shipping company for the return shipment and we will reimburse you for the costs.

Deadlines for your revocation or complaint

How long you can return an item depends on the reason for return and whether you are an end consumer or an entrepreneur and results from the revocation instruction required by law.

If you are a consumer
If you are an end consumer (as defined in the GTC), you can cancel your order within 14 days without giving any reason. If the item was defective or damaged when you received it, you can complain about this defect within two years.

If you are an entrepreneur
We cannot grant a right of withdrawal to entrepreneurs who can place larger orders and receive special conditions. For entrepreneurs, the limitation period for claims for defects in newly manufactured goods is one year from the transfer of risk. The sale of used goods is subject to the exclusion of any warranty. The statutory limitation periods for the right of recourse according to § 445a BGB remain unaffected. For details please refer to the AGB

REVOCATION AND COMPLAINTS

Please read the information on the rights to which you are entitled by law. Rights of withdrawal. For revocation you can use the Model withdrawal form for end consumers

Deadlines for your revocation or complaint

How long you can return an item depends on the reason for return and whether you are an end consumer or an entrepreneur and results from the revocation instruction required by law.

TRANSPORT DAMAGE

We pack our products extremely carefully and ship them with DHL. Complaints due to transport damage occur only very rarely (about once per 5,000 shipments). Should transport damage nevertheless occur, we apologise and ask you to observe the following information. Please always inform us at service@elabnet.de

If you are a consumer
If goods are delivered with obvious transport damage, we ask you to complain about such transport damage to the deliverer as soon as possible and we ask you to contact us as soon as possible. Failure to make a complaint immediately or to contact us will have no consequences for your legal claims and their enforcement, in particular your warranty rights. However, you will help us to be able to assert our own claims against the carrier or the transport insurance.

Help from our customer service:
It would be wonderful if you could send us appropriate photos etc. to help us claim the damage ourselves. Please contact our customer service department at service@elabnet.de for further processing so that we can check whether we can make an appropriate replacement delivery (assuming stock) or refund you the purchase price. To return the damaged products, please use the return label sent to you by Customer Service.

If you are an entrepreneur
The risk of accidental loss and accidental deterioration shall pass to you as soon as we have delivered the item to the forwarding agent, the carrier or the person or institution otherwise designated to carry out the shipment. Among merchants, the obligation to inspect and give notice of defects regulated in § 377 of the German Commercial Code (HGB) applies. If you fail to give notice as regulated therein, the goods shall be deemed to have been approved, unless the defect was not recognisable during the inspection. This does not apply if we have fraudulently concealed a defect. For details please refer to the AGB

Claim from transport damage:
Please claim any transport damage directly from the shipping company.

Help from our customer service:
Please contact our customer service department at service@elabnet.de for further processing and ordering of a repair / replacement delivery. We kindly ask you to return the product as soon as possible.

FAULTY DELIVERY

We check our deliveries very carefully, but unfortunately it can happen that you receive a faulty delivery. In such a case, please inform us immediately and we will take care of a solution without delay.

Items not ordered:
If you have received an item from us that you did not order, please contact our customer service at service@elabnet.de. Depending on the case, we will clarify with you how to proceed with the incorrect shipment. We apologise for any inconvenience caused and of course we will cover the cost of the return and ask that you use our return label.

Too few articles:
If you have not received all items according to the delivery note, please contact our customer service at service@elabnet.de. We apologise for any inconvenience caused and will of course make a subsequent delivery to you in a timely manner.
If you are an entrepreneur, please observe the timely inspection and complaint obligations regulated in § 377 HGB (German Commercial Code).

Defective articles:
If the defect is due to transport damage, please refer to the above regarding transport damage. In any case, please contact our customer service at service@elabnet.de. We apologise for the expense incurred and, if you are an end consumer, we will of course - subject to stock - promptly make a subsequent delivery to you or refund the purchase price. The period for claiming such a defect is two years if you are a consumer.
If you are an entrepreneur, please observe the timely inspection and complaint obligations regulated in § 377 HGB (German Commercial Code).

RETURN

Below we give you recommendations for your return.

Returns from Germany

For returns to us, you can use the return label provided. If you do not have a printer, the DHL delivery person can also bring the return label with him or it can be printed out for you in branches or at most Packstations* after you have ordered an individual collection on the DHL website. This makes returns very easy for you.

Return due to revocation:
Your right of withdrawal can be found in the revocation instruction required by law. In addition, we offer you the option of declaring the revocation in the shop under "My account" and there for the respective order under "Order history". There you can also request the return label that will be sent to you. Please print it out and stick it on the return shipment. Alternatively, you can have the return label printed by DHL. You can read more about this under "Mobile returns".

If you declare your cancellation by other means, you can also subsequently request a return label from our customer service department at service@elabnet.de.

It is not a mandatory requirement for the effective exercise of the right of withdrawal to use the return label offered by us for the return. You can use any other shipping service provider. We ask you to unpack the consignment and send it as an insured parcel; we will reimburse you immediately for the return costs incurred.

Return due to warranty / guarantee / repair:
If you want to return an item because you would like to make use of the warranty, an additionally granted guarantee or our repair service, please write to our customer service at service@elabnet.de beforehand. We will clarify the further procedure with you and then send you an e-mail with the return label or QR code for the "mobile return".

Drop off your return:
You can drop off your return at any Deutsche Post parcel delivery service as well as at 29,000 parcel drop-off points (Post branch, Postbox and Packstations). DHL will also print the return label for you (based on the QR code in the email with the return label). For details, please read "Mobile returns".

Note: You do NOT need to register with DHL beforehand to drop off your return at a Packstation. Simply scan the barcode of the printed return label (or alternatively scan the QR code sent to you from your mobile phone and have the return label printed by the Packstation*), select the compartment size and place the return in the compartment.

Please be sure to keep the receipt for the delivery of the parcel so that you can prove that it has been sent. You can track the shipment to us via the printed ID.

Collection of your return (subject to a charge):
Our logistics partner will also be happy to collect the return from you. If you do not have a printer, the DHL delivery person can bring the printed returns label with him or her when you arrange a collection. Please note that such a collection may be subject to a charge. However, you can also give a return to any DHL delivery agent or drop it off at a post shop or Packstation without ordering it in advance. Details under "Mobile returns".

Desired pick-up location (chargeable):
With our logistics partner DHL, you can specify the drop-off location for returns either for individual parcels or permanently for all your collections (and also your deliveries) in Germany. If the delivery agent does not meet you at home, you can leave your collections in a safe and dry place, for example in your garage or garden shed, where they will be collected by the delivery agent. You can permanently store the desired collection location in your DHL customer account (registration required) for all your collections or adjust it for individual parcel shipments via the link you receive (with the email of the return label) for collection.Bei unserem Logistikpartner DHL können Sie entweder für einzelne Pakete oder dauerhaft für alle Ihre Abholungen (und auch Ihre Zusendungen) in Deutschland den Ablageort für die Retoure festlegen. Trifft der Zusteller Sie zu Hause nicht an, können Sie Ihre Abholungen an einem sicheren und trockenen Platz, beispielsweise in Ihrer Garage oder im Gartenhaus, hinterlegen und werden dort vom Zusteller abgeholt. Sie können den Wunschort für die Abholung in Ihrem DHL Kundenkonto (Anmeldung notwendig) dauerhaft für alle Ihre Abholungen hinterlegen oder für einzelne Paketsendungen über den erhaltenen Link (mit dem eMail des Rücksendelabels) zur Abholung anpassen.
Important note: There may be a charge for arranging a collection from DHL. In addition, you are responsible for any loss of the shipment before it is collected by DHL. The insurance by DHL only starts from the time of handover, in the case of such collections from the desired location, when the delivery person scans the item. We recommend that you do not use this collection option.

Mobile Retoure:
With the DHL "Mobile Returns" service, you can print out the returns label at any post office branch or Packstation*, or have it printed out by a DHL delivery agent on their delivery route (mobile printer and free loading capacity required), or have it brought with you when you request a pick-up.
In the event of a return request, you will receive an email from us containing a QR code. Via a link, you can both order the collection (which may be subject to a charge) and have the delivery person bring the return label with him or her. You can also use the QR code on your smartphone to have the label printed at any post office or at selected Packstations*. This means you don't necessarily need a printer for the return shipment and you don't have to leave the house. There are no additional costs for using this "mobile return" service (unless you request a collection).

*Mobile Retoure is not available at all Packstations.

Returns from Austria and the countries of the customs territory of the EU

For returns to us, please use the international return label we will send you by email.

Return due to revocation:
Please refer to the legally prescribed cancellation policy for your right of cancellation. In addition, we offer you to declare the revocation in the shop under "My account" and there for the respective order under "Order history". There you can also request the return label that will be sent to you. Please print it out and stick it on the return shipment.

If you declare your cancellation by other means, you can request a return label from our customer service department at service@elabnet.de.

It is not a mandatory requirement for the effective exercise of the right of withdrawal to use the return label offered by us for the return. You can use any other shipping service provider. We ask you to unpack the consignment and send it as an insured parcel; we will reimburse you immediately for the return costs incurred.

Return due to warranty / guarantee / repair:
If you would like to return an item because you would like to make use of the warranty, an additional guarantee or our repair service, please write to our customer service department at service@elabnet.de beforehand. We will clarify the further procedure with you and, if necessary, send you an e-mail with the return label.

International returns outside the customs territory of the EU

For returns outside the customs territory of the EU, please write to our customer service at service@elabnet.de beforehand. We will then clarify the further procedure with you.

Customs:
Please note that when you return an item to us, you are the exporter from the country of destination. In any case, you must fill out a customs declaration.

For shipments up to a value of 300 Special Drawing Rights "XDR" (please ask the shipping service provider for the current exchange rate or research it on the Internet), form CN 22 must be used and for shipments with a value above this, form CN 23 must be used. For a value of more than EUR 1000, an export declaration is also required and often also a parcel registration card. Fill in the forms legibly, completely in English or French. Missing, incorrect / inaccurate or illegible information may result in a penalty, investigation or return of the goods.

For returns due to cancellation or warranty / guarantee, please tick "Returned Goods". The regulations in your country may differ, please check with your shipping service provider and your local customs authority.

The customs tariff numbers and the country of origin can be found in our item descriptions or you can request them at service@elabnet.de.

In the case of a replacement delivery, you can enquire at the responsible customs office whether a waiver of import duties is possible. For returns, please select a shipping service provider and choose standard shipping. We do not assume the costs for returns from countries outside the EU. The legal claim and the risk of loss are transferred to us as soon as the goods arrive at our logistics centres.

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