Withdrawal & Returns
Right of Withdrawal & 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.
The goods must be returned in their original, undamaged condition and may only be handled as necessary to establish their nature, characteristics, and functioning. In case of damage, contamination, or incomplete return, compensation for diminished value shall be payable.
Withdrawal Period
The withdrawal period is fourteen days:
- for sales contracts: from the day you or a third party designated by you takes possession of the goods;
- for partial deliveries: from receipt of the last item;
- for service contracts: from the day the contract is concluded.
Exercising the Right of Withdrawal
To exercise your right of withdrawal, you must inform us of your decision by means of a clear statement (e.g. by email or letter):
Fountainstr. 7
6529 George
South Africa
To meet the withdrawal deadline, it is sufficient to send your communication before the period has expired.
Effects of Withdrawal (Goods)
In the event of a valid withdrawal, we will reimburse all payments received from you, including standard delivery costs, without undue delay and no later than fourteen days from receipt of your withdrawal notice.
We may withhold reimbursement until we have received the goods back or you have provided proof of return.
Return and Costs
You must return the goods without undue delay and in any event no later than fourteen days from withdrawal. You bear the direct cost of returning the goods.
- This also applies to non-parcel items.
- In particular for bulky goods, pallets, and freight shipments.
- Actual transport costs apply for freight shipments.
Costs depend on weight, volume, transport distance, and market freight conditions.
Transport Damage
Please inspect the goods upon delivery and report any visible transport damage immediately, preferably confirmed by the carrier.
Failure to report damage has no effect on your statutory rights but may affect claims against the carrier.
Compensation for Diminished Value
You are liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, and functioning.
The amount of compensation is determined individually and may reach up to 10% of the product value or, in cases of substantial use or damage, up to the full purchase price.
Use vs. Inspection
The right of withdrawal is limited to inspection. Any further use, including installation or operation, may result in liability for diminished value.
Exclusion for Custom-Made Products
No right of withdrawal exists for goods made to customer specifications or clearly personalized.
Installation and Integration
The right of withdrawal applies only to movable goods. Installation, dismantling, or structural work is not included.
Returns & Cancellations – Business Customers (B2B) and Public Entities
No statutory right of withdrawal applies to business customers within the meaning of Section 14 BGB or to public legal entities.
Cancellation, termination, or withdrawal is only possible if expressly agreed in writing.
Returns (if contractually agreed)
- All return costs shall be borne by the customer.
- Transport, freight, special handling, and insurance costs are at the customer's expense.
- Restocking, inspection, and value reduction costs are charged at a flat rate of 10% of the product price, unless a higher actual loss is proven.
- Any additional loss in value must be fully compensated by the customer.
- Personnel, scheduling, and downtime costs are payable in full.
- Goods already delivered or in production are excluded from return unless otherwise agreed.
- Dismantling or removal services are not included and will be charged separately if requested.
- Proper disposal or recycling must be arranged by the customer at their own expense.
Services and Project Work
- Advance payments are generally non-refundable unless otherwise expressly agreed.
- Planning, project, and execution services already performed must be paid in full.
- Custom-made, procured, or configured goods are excluded from cancellation and return.
- For installed or integrated systems, no reversal is possible without covering dismantling and restoration costs.
- Reserved capacities, allocated personnel, and scheduled appointments remain chargeable in case of cancellation.
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: