returns information

Dear Customer, 

We regret that our delivery gives cause for complaint and we will do our best to eliminate any inconveniences that have arisen as quickly as possible. Attached you will find all the instructions for the return. 

We would like to make it clear in advance that this return form and the instructions are only a non-binding suggestion on our part for the optimal processing of your return. The use of the form and the observance of the information is voluntary and not a prerequisite for the effective exercise of the rights to which you are legally entitled. 

You are therefore under no circumstances obliged to use this return form or to observe the following information in order to exercise your statutory right of withdrawal or other rights to which you are legally entitled. Neither the use or non-use of this form nor the information contained therein affect the existence or content of the statutory right of withdrawal or other rights to which you are legally entitled. 

However, we would like to ask you to use this form for your return and to follow the instructions given. This will help us to process your return more quickly and to avoid misunderstandings that often occur by standardizing the return procedure.

I. Instructions for Returns

Please refrain from returning items to us freight collect, as this will result in significant additional costs. If you return an item freight collect, the direct costs of which you have to bear for the return, we must also charge you for the penalty postage charged for the freight collect.

If the return has arrived at our warehouse, the return postage you have paid will be refunded immediately.

Please ensure that you return the item to be returned to us together with all of the accessories that came with the item (e.g. battery, power supply unit, cable, instructions for use) and in the original packaging belonging to the item.

Furthermore, we would like to ask you to ensure safe packaging of the returned item.

If you receive a posting receipt from the carrier for the selected form of return, you should keep this carefully until the returns process has been completed.

II. Return due to exercise of the statutory right of withdrawal.

For this reason, before returning an item, please check whether the cancellation period for effectively exercising your right of cancellation is still open, if you have not already declared your cancellation to us in due time.

Please also note that a statutory right of withdrawal is only available to a consumer within the meaning of Section 13 of the German Civil Code, i.e. only to a natural person who concludes a legal transaction for purposes that are predominantly neither commercial nor self-employed.

III. Return due to lack or defect

In the event of a return for this reason, please select in the returns form under III. whether you would like a repair (= repair of the faulty or defective item, if possible) or a subsequent delivery (= delivery of an item free of defects, if possible).

We will bear the shipping costs required to process your legitimate request for supplementary performance. We will reimburse you for postage costs immediately after checking the item if it shows a material defect.

If you would like your complaint to be processed regarding an existing manufacturer's guarantee (please find out more about this in the documents supplied with the item), please select this in the form under III. out. In this case, we will forward the item to the manufacturer or its warranty service provider on your behalf. In this case, the processing is based on the conditions of the guarantee promise made by the manufacturer.

IV. Return due to damage or loss in transit

If the delivered item has been visibly damaged during transport (in particular if the outer packaging is damaged, such as crushed, torn or torn, soaked or obviously newly glued packaging) or if components of the delivery have been lost or stolen during transport, please send us If possible, return the item or items in the damaged outer packaging, if necessary using additional outer packaging or using the original outer packaging that you have resealed.

If you have received confirmation from us that the shipment has been damaged, please enclose a copy of this with your return. It is also advisable to take photos of the damaged shipment, if this is possible for you.

After checking the facts, we will immediately send you the damaged item or items again free of charge and reimburse you for the shipping costs incurred for the return.

V. Return due to wrong delivery

If we have inadvertently sent you an item that you did not order, or an item that you ordered that is the wrong version, please only return the incorrectly delivered item(s) in the order to us. You will immediately receive the correct item, free of charge, and the shipping costs incurred for the return will be reimbursed.

VI. Shipping costs for the return

We only assume the shipping costs for the return, for returns due to wrong delivery, for returns due to transport damage or loss and for returns due to defects or defects.

Kind regards

Your Orient Stuff team