Returns
What was your country of delivery?
Storage media and hazardous goods
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What happens to data on my device?
Please note the following information before returning equipment with storage media (e.g. hard drives, USB sticks, mobile phones, etc.):
- You are responsible for backing up the data yourself.
- Please make appropriate backup copies or delete any personal data contained. This is particularly important if personal data of third parties are stored.
- If deletion is not possible due to a defect, please explicitly point out the presence of personal data. Please note this clearly on the return note.
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How do I return dangerous goods?
Products that contain flammable, pressurised, corrosive, environmentally hazardous or otherwise dangerous chemicals are referred to as dangerous goods. Such products are only permitted by law for commercial transport under certain conditions and are subject to precise labelling requirements, as the risk during transport is higher.
Our transport service provider and our logistics centre must be able to recognise and process dangerous goods consignments as such.
Therefore, depending on the dangerous goods class, special conditions apply to the return of dangerous goods:- Packaging
- Labelling
- Transport
This affects goods with the following marking:- LQ - Limited Quantity - Dangerous Goods in Limited Quantity
- LI - Lithium - Articles containing lithium (Shipping according to SV 188 ADR)
- HG - Hazardous Goods (No shipping possible according to SV 188 ADR)
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How can I recognise dangerous goods?
You can recognise dangerous goods by the marking on the invoice/delivery note. The letter combinations mentioned above (LQ, LI, HG) are printed there in the header.
For further precise identification of the dangerous goods article, the following notes are printed below the corresponding article position:
LQ/LI - Attention: Dangerous Goods
HG - Caution: Dangerous goods class 9 UN 3480, UN 3481, 3090 or 3091. Please read the instructions on the leaflet enclosed with your delivery and contact our customer service before returning the goods:
Tel.: 0911 32689888 - Available: Mon. - Fri. 8:00 - 19:00 - or via the contact form
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How do I pack dangerous goods?
Depending on the type of dangerous goods, the following labels must be affixed to the shipping box:
LI indicator
The identification label for lithium metal and lithium ion batteries must be printed 1:1 and in colour. Label size according to international specifications: 120x110mm.
Indicator HG
The dangerous goods class (UN number) is indicated on your invoice or delivery note for the respective item. With the help of this UN number, you can determine which label you need.
Outer packaging
If you pack your product that you want to return with the product packaging in a shipping box, please also attach this label for identification:
IMPORTANT: When returning several dangerous goods items, please send them individually!
If you use our original (shipping) packaging for the return, please check whether the required stickers for the identification of dangerous goods are still present and legible. If this is not the case, or if you are using your own packaging, please affix the required stickers on the long side of the package:
Minimum dimensions of the dangerous goods label 100 mm x 100 mm. If the size of the package requires it, the dimensions may be reduced to up to 50 mm x 50 mm.
Special instructions for return if marking LI or LQ is present on the invoice.
If you have packed the products as indicated above, you can free them as usual using the DHL returns label, analogous to the standard returns, and hand them in at your post office.Special instructions for return if marking HG is present on the invoice.
Before returning these products, please remove your own plug systems and tape the poles so that no short circuit can occur.
Then please pack the products as indicated above. The shipment must not be labelled with the DHL return label available above and must also not be handed in at the post office branch.Therefore, please contact our customer service in any case:
Tel.: 0911 32689888 - Available: Mon. - Fri. 8:00 a.m. - 7:00 p.m. - or via the contact formOur customer service will provide you with the information required for the return and arrange for the return transport of the product, as some transport companies do not carry dangerous goods.
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What do I do with damaged dangerous goods?
- Severely damaged lithium batteries and metal batteries or other damaged hazardous goods (e.g. spray cans) must never be returned.
- Damaged batteries or damaged hazardous materials must be disposed of at the local hazardous materials collection points. If the battery is installed in a device, please remove the damaged battery from the device and return the device to us without the battery. In the event that it is not possible to remove the damaged battery from the unit or the damaged battery itself is returned, dispose of the entire unit via the local hazardous goods collection points and also inform our customer service by telephone or via the contact form in our online shop. In this case, we reserve the right to request proof of the disposal of the item. Please ensure that you obtain appropriate proof from the hazardous goods collection point.
A damaged battery can be recognised by this, for example:
- Damaged or significantly deformed housing .
- Tarnish points on metal parts of the battery .
- Melting points on the plastic housing .
- Heating of the battery when switched off .
- Battery leakage
- Batteries identified as defective by the battery management system (BMS) (safety reasons) .