Why is a deposit charged?

A deposit may be charged for certain reusable containers when the goods are delivered.

The deposit is not a disposal charge or a general packaging fee. Its purpose is to ensure that the reusable container is returned to our reuse system.

The principle is simple:

Return the reusable container → receive the deposit back.

The amount of the deposit depends on the respective container and, in particular, its economic replacement value. It may therefore vary depending on the size, design and value of the reusable container used.

Please ensure that your delivery can be received

For deliveries involving reusable containers, we ask our customers to ensure that the delivery can be received personally or by an authorized recipient.

This is particularly important for direct deliveries by Coolenvi™.

When we deliver the goods ourselves, we can take the reusable container back immediately after handover.

Ensuring that the delivery can be received as planned helps avoid unnecessary returns and additional logistical effort.

Direct delivery by Coolenvi™

When Coolenvi™ delivers the goods directly, the reusable container generally does not remain with the customer.

We deliver the goods and take the used container back after handover.

The container is subsequently returned to our return and reuse system.

For larger technical equipment, the return of transport and packaging materials may be carried out directly in connection with delivery, installation or commissioning.

Shipping through a logistics partner

When an order is shipped through a parcel or logistics provider, the reusable container cannot always be collected directly by Coolenvi™ at the time of delivery.

In this case, the applicable deposit for the reusable container is charged.

The customer receives the goods together with the reusable container and is subsequently responsible for returning the container to Coolenvi™.

The return may in particular be made:

• with a subsequent delivery by Coolenvi™,
• through a subsequent personal handover to a Coolenvi™ employee,
• or by returning the container to the return or operating location specified by Coolenvi™.

Returning the reusable container

If Coolenvi™ cannot collect the container directly, the customer may return the reusable container to the return or operating location specified by us.

The costs associated with such a return are generally borne by the customer unless expressly agreed otherwise.

Return shipping costs are not deducted from the deposit.

Once the returned reusable container has been received and uniquely identified, the deposited amount will be refunded in accordance with the applicable return conditions.

Full refund upon proper return

If the reusable container is used as intended and properly returned, the deposited amount will be refunded in full.

Normal inspection, cleaning and required refurbishment of the container form part of our reuse system.

These normal refurbishment costs will not be deducted from the deposit when the container is properly returned.

Damage, exceptional contamination or loss

A reusable container is intended for repeated use. Normal signs of use and ordinary contamination will therefore generally not result in a deduction from the deposit.

In the event of damage, exceptional contamination or loss beyond normal intended use, necessary and documented costs may be taken into account in accordance with the applicable return conditions.

Depending on the condition of the container, this may include:

• additional cleaning,
• repair,
• replacement of damaged components,
• or replacement of a container that can no longer be used

Any deduction will not be made as a flat-rate charge but will be based on the actual condition and the necessary expenditure.

Return period: maximum 12 months

We ask customers to return reusable containers as soon as reasonably possible after delivery.

Our return system provides for a maximum return period of 12 months from the date of delivery, unless a different period has been expressly agreed for the relevant order.

This period is an organizational rule of our return system and is not a legally prescribed return period imposed by the European Union.

The period enables us to maintain clear container identification, manage deposits in a controlled manner and properly organize our reusable packaging cycle.

After expiry of the return period, the deposited amount may be retained in accordance with the applicable return conditions.

Hygiene and product protection

For food, medical products, hazardous substances or other hygiene-sensitive or product-sensitive goods, we take into account the specific requirements applicable to the respective product.

For this purpose, reusable outer containers may be combined with neutral, replaceable polyethylene bags or suitable inner packaging.

The replaceable inner packaging provides the required hygienic and product-protective separation between the goods and the reusable outer container.

After return, the reusable container is inspected by Coolenvi and, where necessary, cleaned and hygienically refurbished before being used again.

Replaceable inner bags and comparable consumable components do not form part of the actual reusable container cycle.

Air-conditioning systems and technical equipment

Air-conditioning systems and other larger technical equipment may continue to require manufacturer or product-specific packaging due to their size, weight, sensitivity and specific product requirements.

European packaging legislation does not generally prohibit necessary manufacturer or factory packaging.

Where Coolenvi™ carries out the delivery and installation itself, we take the transport and factory packaging used back with us wherever reasonably possible.

Cardboard, protective films, polystyrene and comparable packaging materials should therefore, wherever possible, not remain with the customer and create a subsequent disposal requirement.

Our logistics are becoming progressively more circular

Not every product requires the same packaging solution.

We therefore distinguish between reusable transport containers, necessary inner packaging and product-specific manufacturer or factory packaging.

Our objective is to use the solution for each product group that appropriately combines product protection, safety, hygiene, transport suitability and reuse.

Our goal: Coolenvi™ Circular Logistics

With our concept, we aim not merely to make packaging more recyclable, but to keep it in circulation for as long as possible.

Our long-term approach is:

Reuse instead of unnecessary single-use packaging.
Return instead of unnecessary disposal.
Identification instead of anonymous packaging.
Reuse instead of throwing away.

At the same time, we take into account the European development towards a more circular packaging economy and continuously develop our own logistics system.

Information on our general approach to packaging, recycling and returns can be found under Sustainable Recycling.