“Quality is when the customers come back and not the goods.”
The quality of our products and our customer service, as well as the sustainable use of resources, is important to us. It is our concern to produce a durable quality product and to assist our customers with questions about our products before and, of course, after the purchase.
Almost like touching – our product presentation and our service
Reasons for returns are often misconceptions about the product: that is why we provide our customers with sufficient pictures, detailed photos and precise descriptions to really be able to assess the item. In our online shop, you also have the opportunity to look at the corresponding assembly instructions as well as the cleaning and care instructions for the respective products.
Avoiding returns helps the environment: Therefore, take a little time to inform yourself about the product before you buy it. We will be happy to send you free material samples by post in advance so that you can get a precise impression of the material properties and the individual colours. You can request free material samples here.
Respectful handling of returns
And if we do receive a return, we take our time to look at it and assess the condition of the returned product.
If the items are in a regular saleable condition, then they go back to the warehouse.
If the returned product has already been in use or has another small defect, but as such it is in a saleable condition as a “non-perfect” item, i.e. an imperfect item, then it will be marked as such and sold in the online shop or at B2C trade fairs at a discount.
If a return is made due to quality defects, then we will endeavour to rework this defect and bring the product into a perfect saleable condition. If this is not successful, then it will either be a “non-perfect” item and sold marked accordingly. Or the product is dismantled as far as possible into its individual parts, which then serve as spare parts and thus extend the product life cycle of another product.
Nothing goes to waste with us. Returns are not rubbish, but often perfect goods, despite small flaws or damaged packaging. In order to process returns in an ecologically and economically sustainable manner, we do everything in our power to ensure that returned goods can be resold or at least recycled. Good for us, good for you, and good for the environment!
Conscious consumption
We would like to support conscious consumption with all the information in advance and thus protect the climate. Conscious consumption emphasises the value of the product, the resources and labour contained in it and also helps to reduce returns. For these reasons, we have decided not to take on the return shipping for our returns in order to reduce returns and thus reduce the burden on the environment.
Fair-minded guarantee and right of return
We offer our customers a 14-day right of return, which, if it is not excessively strained, is also handled by us beyond that.
Reuse packaging for the return shipment
The product to be returned should be sent back to us in the same shipping box. Alternatively, other clean and intact packaging can be used. This is the best basic condition for the product to find its way back into the regular product cycle. Please ensure that the product is returned in its entirety, including all accessories.
Repairs instead of returns
Nobody throws away a beloved jacket just because a button is lost – it is replaced and the favourite jacket remains with us.
The situation is similar with many products from our range. Yes, we can’t completely rule out the possibility that something will break… but in many cases our products can be repaired with a spare part.
We have learned one thing from our past returns management: the best way to find a solution is to talk to each other. Just give us a call. You can reach us at +49 (0)4151 20 78 69 0
We have everything in view here with us….
….because not only the loving product development, the planning, the customer service, large areas of the production, but also the returns processing take place in our house. This means that we are close to all areas, can react at short notice and, above all, see what is needed at which point and how, above all, we can act hand in hand for the benefit of the environment.
