Withdrawal & Returns
Right of Withdrawal & Returns – Consumers (B2C, EU-wide)
Right of Withdrawal
Consumers within the meaning of Art. 2 No. 1 of Directive 2011/83/EU and Section 13 BGB have the right to withdraw from a distance or off-premises contract within fourteen days without giving any reason.
The goods must be in their original, undamaged condition and may only have been used for inspection as would be possible in a retail store. In case of damaged, soiled, or incomplete returns, you are obliged to compensate for any loss in value.
Withdrawal Period
The withdrawal period is fourteen days:
- for sales contracts: from the day you or a third party designated by you received the goods;
- for partial deliveries: from receipt of the last item;
- for service contracts: from the day of contract conclusion.
Exercise of the Right of Withdrawal
To exercise your right of withdrawal, you must inform us of your decision via a clear statement (e.g. by email). Please use the contact form below and provide your order and sender details.
To meet the withdrawal deadline, it is sufficient to send your notification before the deadline expires.
Consequences 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 at the latest within fourteen days from the receipt of your withdrawal declaration.
We are entitled to withhold reimbursement until we have received the goods back or you have provided proof of return shipment.
Returns and Cost Bearing
You must return the goods without undue delay and in any case no later than fourteen days from the date of withdrawal. You bear the direct costs of returning the goods.
- This also applies to goods that cannot be sent by parcel.
- In particular, this applies to bulky goods, palletized goods, and freight shipments.
- For freight shipments, you bear the actual transport costs incurred.
The costs depend on weight, volume, transport distance, and standard freight market conditions.
Transport Damage
Please inspect the goods immediately upon receipt for obvious transport damage and have any visible damage confirmed by the carrier if possible.
Obvious transport damage must be reported to us without delay, preferably within 24 hours of receipt. Hidden damage not visible upon delivery must be reported immediately after discovery.
Failure to report such damage does not affect your statutory warranty rights as a consumer. It serves solely to secure potential claims against the transport provider.
Late notification may make it more difficult to enforce claims against the transport provider.
Compensation for Loss of Value
You are liable for any loss in value of the goods resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.
The amount of compensation is determined on a case-by-case basis according to the actual loss in value, in particular based on condition, extent of use, resaleability, damage, contamination, installation state, or technical devaluation. In cases of significant use, damage, structural integration, or loss of marketability, compensation may reach the full value of the goods.
Inspection and processing costs are not charged separately but are included in any compensation for loss of value, provided no defect exists.
Distinction Between Withdrawal and Use
The right of withdrawal applies exclusively to movable goods that are typically suitable for inspection as in a retail store.
Any use beyond this (e.g. installation, commissioning, or operation), particularly in the case of fixed installation or connection with other components, results in a claim for compensation for loss of value.
Exclusion of Withdrawal for Custom-Made Products
For products manufactured according to customer specifications, rented, individually adapted, modified, or delivered under special transport conditions, the right of withdrawal does not apply.
Demolition, adjustment, restoration, or dismantling work carried out at the customer’s express request is subject to charges.
Chargeable Additional Services
Services such as dismantling, removal, repackaging, or technical adjustments are carried out only upon customer request and are charged separately.
Installation, Connection to Building or Foreign Materials
The right of withdrawal applies exclusively to delivered goods that are movable in the usual sense of retail goods.
Not part of the return process are:
- Dismantling or removal work
- Structural demolition or restoration work
- Restoration of walls, ceilings, or floors
- Painting, plastering, filling, tiling, or sealing work
- Electrical, plumbing, refrigeration, or other installation work
- Disposal or recycling services
- Repackaging or new packaging
- Cleaning services
If the goods have been permanently connected to a building or structurally integrated, the customer has no claim against us for free dismantling or restoration to the original condition. Proper dismantling, disposal, or reuse must be arranged by the customer at their own expense.
If, due to installation or connection, the goods cannot be separated without damaging substance or without disproportionate effort, or if they have lost their marketability as new goods, significant loss of value may occur, meaning compensation up to the full value of the goods may be owed.
This applies in particular to permanently installed systems such as electrical, sanitary, climate, ventilation, heating, or cooling systems with structural integration.
Services / Construction & Installation Work
With the customer’s express consent, the performance of services may begin before the expiry of the withdrawal period.
If you request that the service begins during the withdrawal period, you are obliged to pay an appropriate amount corresponding to the proportion of services already performed up to the point of withdrawal (Art. 14(3) Directive 2011/83/EU).
System and Plant Configuration
The selection and combination of multiple manufacturer components, including accessories, connection materials, control, safety, energy, fastening, transport, and installation materials according to the individual requirements of the customer (object, performance, installation situation, energy supply, spatial conditions, safety and regulatory requirements, scope of performance, desired configuration) constitutes an individualized system configuration.
Overall Service: Delivery, Configuration & Installation
Our services do not typically consist of the delivery of individual standard products but of the customer-specific assembly, configuration, procurement, material provision, and installation of a complete technical system.
Even before delivery, project-related services, vehicle loading, tool allocation, scheduling, personnel allocation, as well as technical and logistical preparations may take place.
Upon customer request, delivery to an approved third-party specialist remains without effect on the customer-specific system configuration.
Advance Payments and Reserved Capacities
Customer-specific project system – provision and installation are carried out individually. Please note information on withdrawal, cancellation, resource binding, and compensation. Binding costs arise prior to delivery due to material procurement, system configuration, vehicle, tool, personnel, and scheduling planning.
- Where services have already been performed, materials procured, customer-specific configurations made, or resources firmly reserved at the time of withdrawal, a claim for partial remuneration, compensation, or reimbursement of costs may arise.
- Already incurred or firmly allocated personnel, vehicle, or installation costs may be chargeable if they can no longer be avoided or repurposed.
- Planning, project, configuration, scheduling, and documented technical preparatory services already rendered may remain partially chargeable.
- Firmly reserved appointments, already allocated personnel and vehicle capacities, and resulting idle or standby costs may be charged if already incurred or unavoidable.
- Individually manufactured or customer-specific configured goods are excluded from the right of withdrawal (Art. 16(c) Directive 2011/83/EU).
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: