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Returns

  • How do I return the goods?

    Dear customer,
    to ensure a fast processing of the return please follow the instructions. If you do not yet have a program for viewing pdf documents, you can here download and install the Adobe® Reader® free of charge.

    • Please fill out the return form completely. The return note is enclosed with your shipment or you can order a Form as download pdf and print it out.
    • Please enclose the completed return form with the return shipment, stick the return label on the package and hand it in at UPS. If your shipment is not accompanied by a return sticker, you can here create one for free.
      Please also note our special instructions on returning dangerous goods on this page.

    getgoods Return note

    UPS Return Label

    You can return your goods free of charge in 4 simple steps:

    Enter your 18-digit UPS Package Tracking ID in the field provided and click "Get Status".

    Enter tracking number

    Then select the button "Return this package".

    Return package

    Now select the reason why you want to return the package.

    Reason for return

    In the 4th and last step you can print out your return sticker or have it sent to an e-mail address of your choice.

    Print label

    Enter your 18-digit UPS Package Tracking ID in the field provided and click "Get Status".

    Enter tracking number

    Then select the button "Return this package".

    Return package

    Now select the reason why you want to return the package.

    Reason for return

    In the 4th and last step you can print out your return sticker or have it sent to an e-mail address of your choice.

    Print label

    In addition to the legal right of withdrawal, we grant a 30-day right of return.

    After the goods have been delivered to you, you have 30 days to decide. If it is complete and in an unused and undamaged condition in the original packaging, you can to return the goods to us without giving reasons and against reimbursement of the purchase price already paid.

    This voluntary return guarantee does not apply to digital content or software that is not delivered on a physical data carrier or if the data carrier is in a sealed package and the seal was removed after delivery.

    The punctual dispatch of the goods is decisive for compliance with this extended return period. Within the scope of this voluntary return guarantee, we also bear the costs of the return shipment when using our Return sticker. Valid for all deliveries within Germany. Please note our general terms and conditions.

    The statutory right of revocation remains unaffected by this provision.

  • What happens to data on my device?

    Before returning devices with storage media (e.g. hard disks, USB sticks, mobile phones, etc.), please observe the following instructions:

    • You are responsible for the security of your data.
    • Please make appropriate backup copies or delete any personal data contained therein. This is particularly important if personal data of third parties is stored.
    • If a deletion is not possible due to a defect, please expressly point out to us the existence of personal data. Please note this clearly on the return note.
  • How do I return dangerous goods?

    Products containing flammable, pressurised, corrosive, environmentally hazardous or otherwise dangerous chemicals are referred to as dangerous goods. Such products are only approved by the legislator for commercial transport under certain conditions and are subject to precise labelling obligations, as the risk is higher during transport.
    Our transport service provider and logistics centre must be able to identify and process dangerous goods shipments as such.
    Therefore, special conditions apply to the return of dangerous goods, depending on the dangerous goods class:

    • packing
    • label
    • transport


    This concerns goods with the following labelling:

    • LQ - Limited Quantity - Limited Quantity of Dangerous Goods
    • LI - Lithium - Articles containing Lithium (Shipment acc. to SV 188 ADR)
    • HG - Hazardous Goods - Hazardous goods (no shipping according to SV 188 ADR possible)
  • How do I recognize dangerous goods?

    You recognize dangerous goods by the marking on the invoice/delivery note. The letter combinations mentioned above (LQ, LI, HG) are printed in the header.

    For further precise identification of the dangerous goods article, the following instructions are printed below the corresponding article item:

    LQ/LI - Attention: Dangerous goods

    HG - Attention: Dangerous goods class 9 UN 3480, UN 3481, 3090 or 3091. Please read the instructions in the leaflet enclosed with your delivery and contact our customer service before returning the goods:

    Tel: 0911 32689888 - Accessibility: Mon - Fri 8:00 - 19:00 - or via the Contact form

  • How do I package dangerous goods?
    • If possible, please use the original (shipping) packaging to return the item. If the article was sent to you without further shipping packaging in the product packaging, use this also as transport packaging for the return.
    • These packages are of the required quality and have all the necessary markings, which are also required for return shipment. Therefore, we ask you to keep the original (shipping) packaging or the product packaging until the end of the warranty period.
    • If this packaging is damaged, please use a new carton or packaging.
    • In the case of batteries (especially lithium batteries) or articles containing batteries, please ensure that the selected packaging is sufficiently strong and stable.
    • It is also important to ensure that the product does not move back and forth in the shipping packaging and that unintentional activation is avoided at all costs.
    • Products that are under pressure or filled with liquids must be securely sealed (glued if necessary) in order to prevent the contents from escaping during transport or in our logistics centre.
    • In addition, the product should be placed upright and centrally in the shipping packaging and free spaces should be filled with filling material to prevent the product from slipping/moving during transport.
    • If you use the original (shipping) packaging for the return shipment, please check whether the required stickers for marking dangerous goods are still available and legible. If this is not the case, or if you use your own packaging, please attach the required stickers to the long side of the package.

    Depending on the type of dangerous goods, the following labels must be affixed to the shipping carton:

    Indicator LI

    The label for lithium metal and lithium ion batteries must be printed 1:1 and in colour. Label size according to international specifications: 120x110mm.

    Indicator LQ

    Indicator HG

    The dangerous goods class (UN number) is indicated on your invoice or delivery note for the respective article. You can use this UN number to determine which license plate you need.

    outer packaging

    If you package the product you wish to return in a shipping carton with the product packaging, please add this label for identification:

    IMPORTANT: When returning several dangerous goods items, please send them separately!

    If you use our original (shipping) packaging for the return shipment, please check whether the required stickers for marking hazardous goods are still available and legible. If this is not the case, or if you use your own packaging, please attach the required stickers to the long side of the package:

    Minimum dimensions of the hazardous goods sticker 100 mm x 100 mm. If the size of the package so requires, the dimensions may be reduced to up to 50 mm x 50 mm.

    Special instructions for return if LI or LQ marking is present on the invoice.
    If you have packaged the products as indicated above, you can use the DHL return sticker as usual to make them free and return them to your post office.

    Special return instructions if HG is marked on the invoice.
    Before returning these products, please remove your own connector systems and tape the poles so that no short circuit can occur.

    Then please pack the products as indicated above. The shipment must not bear the DHL return label available above or be delivered to the post office.

    Please contact our customer service in any case:
    Tel.: 0911 32689888 - Availability: Mon - Fri 8:00 - 19:00 - or via the Contact form

    Our customer service will give you the information you need to return the product and arrange for it to be returned, as some carriers do not carry dangerous goods.

  • 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 not be returned under any circumstances .
    • Damaged batteries or damaged dangerous goods must be disposed of at the local hazardous goods collection points. If the battery is installed in a device, please remove the damaged battery from the device and return the device to us anyway. In the event that it is not possible to remove the damaged battery from the device or the damaged battery itself is returned, dispose of the entire device at your local hazardous materials collection point 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 demand proof of the disposal of the item. Please make sure that you receive a corresponding certificate from the dangerous goods collection point.

    A damaged battery, for example, can be recognized by this:

    • Damaged or severely deformed housing
    • Starting 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)
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