Withdrawal & Returns
Withdrawal Information & Returns – Consumers (B2C, EU-wide)
Right of Withdrawal
Consumers within the meaning of Article 2(1) of Directive 2011/83/EU have the right to withdraw from a distance or off‑premises contract within fourteen days without giving any reason.
Withdrawal Period
The withdrawal period is fourteen days:
- for sales contracts: from the day on which you or a third party designated by you acquires physical possession of the goods;
- for partial deliveries: from receipt of the last item;
- for service contracts: from the day of conclusion of the contract.
Exercising the Right of Withdrawal
To exercise the right of withdrawal, you must inform us by means of a clear statement (e.g. by e‑mail or letter) of your decision to withdraw:
To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
Effects of Withdrawal (Goods)
If you withdraw from this contract, we will reimburse all payments received from you, including standard delivery costs, without undue delay and in any event not later than fourteen days from the day on which we are informed about your decision to withdraw.
We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
Return of Goods and Costs
You must send back the goods without undue delay and in any event not later than fourteen days from the day on which you communicate your withdrawal. You bear the direct cost of returning the goods.
- This applies also to non‑parcel‑shippable goods.
- This particularly includes bulky goods, palletised goods and freight shipments.
- For freight shipments, you bear the actual transport costs incurred.
Costs depend on weight, volume, transport distance and market freight conditions.
Transport Damage
Please inspect the goods immediately upon receipt for obvious transport damage and have visible damage confirmed by the carrier if possible.
Obvious transport damage must be reported to us without undue delay, preferably within 24 hours of receipt. Hidden defects must be notified immediately after discovery.
Failure to give such notice does not affect your statutory warranty rights as a consumer. It serves solely to secure potential claims against the carrier.
If a damage report is significantly delayed and the cause or responsibility can no longer be determined, we reserve the right to reject claims in individual cases as permitted by law.
Loss of Value and Improper Use
You are liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
Installation, Integration or Combination
The right of withdrawal applies only to delivered movable goods.
Not included in return processing are:
- Disassembly or removal services
- Structural reinstatement work
- Restoration of wall, ceiling or floor surfaces
- Painting, plastering, filling, tiling or sealing work
- Electrical, sanitary, refrigeration or other installations
- Disposal services
- Re‑packaging or new packaging
If goods have been fixed to real estate, constructively integrated or combined with other materials in any way – whether mechanical, chemical, electrical, solid, liquid or gaseous – there is no entitlement to free disassembly or reinstatement; recycling must be commissioned appropriately.
If goods cannot be separated without damage or disproportionate effort due to installation or integration or have lost their marketability, a return may be excluded or full compensation may be demanded.
This particularly applies to permanently installed systems such as climate, ventilation, heating or refrigeration systems with structural integration (e.g. core drilling, cable laying, refrigerant or electrical connections).
Services / Craft Services
If you request that performance of services begins during the withdrawal period, you must pay an appropriate amount corresponding to the proportion of the service provided up to the time of withdrawal (Art. 14(3) Directive 2011/83/EU).
Prepayments and Reserved Capacities
- Prepayments do not automatically entitle you to a full refund.
- Personnel costs for reserved or allocated capacities are payable.
- Planning, design and administrative services are non‑refundable.
- Reserved dates and downtime remain chargeable.
- Custom‑made or customer‑configured goods are excluded from the right of withdrawal (Art. 16(c) Directive 2011/83/EU).
Withdrawal Information & Returns – Businesses (B2B) and Public Entities
For businesses within the meaning of Section 14 of the German Civil Code and legal entities under public law, no statutory right of withdrawal exists. An exit or cancellation is only possible if expressly agreed in writing.
Returns (if contractually permitted)
- All return costs are borne by the customer.
- Freight, special transport and insurance costs are the responsibility of the customer.
- Re‑storage, depreciation and inspection costs are charged at minimum 10% of the product price.
- Personnel, allocation and downtime costs are fully payable.
- Disassembly or removal work is not owed and is likewise chargeable if recycling is commissioned.
Services and Project Orders
- Agreed prepayments are generally non‑refundable.
- Already commenced planning or project services are fully payable.
- Individually procured materials are excluded from returns or cancellation and recycling is similarly chargeable.
- For structurally integrated services, there is no entitlement to reversal without additional compensation for removal costs.
Sample Withdrawal Form (Consumers Only)
If you wish to withdraw from the contract, please complete this form and send it back:
I/We hereby give notice that I/We withdraw from my/our contract for the purchase of:
Ordered on:
Received on:
Name:
Address:
Signature (only if on paper):
Date: