Returns and complaints

Returns and Complaints Policy

For business customers (B2B)

1. Scope

These Returns and Complaints Terms apply exclusively to entrepreneurs within the meaning of Section 14 of the German Civil Code (BGB), legal entities under public law and special funds under public law.

Business customers have no statutory right of withdrawal or return in respect of goods that are free from defects. Any voluntary acceptance of non-defective goods is governed exclusively by the following terms.

2. Voluntary return of non-defective goods

Non-defective goods may be returned only with our prior express approval. There is no entitlement to approval of a return.

The requested return must be notified to us in text form, in particular by email, no later than within five calendar days after the goods have been received by the customer. The day on which the goods are received is not included when calculating the period. Timely receipt by us of the complete return request is decisive.

The return request must include at least the following information and evidence:

• the customer’s company name and contact details,
• invoice or order number,
• product description and quantity to be returned,
• date on which the goods were received,
• reason for the requested return,
• current photographs of the goods,
• photographs of the product packaging and the shipping or outer packaging.

The goods may be returned only after we have expressly approved the return in text form and, where applicable, provided a return or case reference number.

The approval applies exclusively to the products and quantities specified in it. The goods must be dispatched within the period stated in the approval or, if no period is stated, within five working days after approval is granted.

Non-defective goods may be accepted for return only if they:

• are unused and undamaged,
• are returned complete with all accessories,
• are in undamaged original packaging,
• bear no markings, stickers or other alterations, and
• are fully suitable for resale.

Voluntary returns are excluded in particular for:

• goods manufactured or procured specifically for the customer,
• special orders,
• hygiene products, food products or consumables that have already been opened or unsealed,
• non-defective goods with a product-related limited shelf life where, at the time of delivery, they have the agreed or normally expected minimum remaining shelf life and acceptance of a return due to the remaining shelf life would impair their resaleability,
• discounted clearance goods or residual stock,
• goods that have already been used, installed or processed.

The customer bears the costs and transport risk of voluntarily returning non-defective goods. Returns sent carriage forward or cash on delivery will not be accepted.

Approval of a voluntary return may be made subject to a previously notified handling or restocking charge.

3. Inspection of goods upon delivery

Immediately upon delivery, the customer must inspect the goods for:

• externally visible transit damage,
• damage to or irregularities in the shipping packaging,
• completeness of the delivery,
• conformity with the delivery note and order,
• visible damage to or defects in the goods.

Where the transaction constitutes a commercial transaction for both parties, the duties of inspection and notification under Section 377 of the German Commercial Code (HGB) also apply.

4. Externally visible transit damage

Externally visible damage to the packaging or goods must be recorded specifically upon handover on the delivery receipt, consignment note or electronic proof of delivery of the transport service provider.

Where possible, a general note such as “packaging damaged” is not sufficient. The nature and extent of the visible damage should be described as precisely as possible and confirmed by the driver or transport service provider.

Before fully unpacking the consignment, the customer must also take meaningful photographs of:

• the entire unopened consignment,
• all sides of the shipping packaging,
• the shipping label,
• any dents, tears, openings or other damage,
• the inner packaging and cushioning material, and
• the damaged goods and the affected areas.

If a consignment with externally visible damage is accepted without a corresponding damage note, we reserve the right to reject a subsequent complaint where, due to the missing documentation, it is no longer possible to establish that the damage already existed at the time of delivery.

5. Concealed transit damage and other defects

Damage or defects that could not be identified during a proper initial inspection must be reported in text form without undue delay after discovery.

If, upon receipt, the delivered goods do not have the agreed minimum remaining shelf life or, in the absence of such an agreement, the minimum remaining shelf life that would normally be expected, this may constitute a defect.

As part of the customer’s statutory duties of inspection and notification, this must be reported in text form without undue delay and documented by meaningful photographs, in particular of the best-before or expiry date, the batch information and the affected goods.

The notification must include at least:

• invoice or order number,
• product description and affected quantity,
• a precise description of the damage or defect,
• date on which it was identified,
• photographs of the goods, the damaged area, the product packaging and the shipping packaging.

All packaging, including outer packaging, inner packaging, filling material and the shipping label, must be retained until the inspection has been completed. Disposing of or altering the packaging may make it more difficult to investigate the matter and assert claims against the transport service provider.

6. Complaints procedure

Defective or damaged goods must not be returned without authorisation.

Once we have received the complete complaint, we will examine the matter and inform the customer of the next steps. These may include in particular:

• requesting additional photographs or information,
• inspecting the goods on site,
• returning the goods for technical or commercial examination,
• repair,
• replacement delivery, or
• another legally permissible form of subsequent performance.

Prior approval of a return or acceptance of the goods does not constitute acknowledgement of a defect, liability or entitlement to reimbursement.

7. Unauthorised returns

Returns that have not been expressly approved in advance may be refused or returned to the sender at the sender’s cost and risk.

The mere acceptance or storage of an unauthorised return does not constitute approval of the return and does not give rise to any entitlement to a credit note or reimbursement.

Costs arising from an unauthorised return, necessary storage or reshipment may be charged to the sender.

8. Inspection and credit note

A credit note for non-defective goods voluntarily accepted for return will be issued only after the goods have been received and fully inspected.

In the event of missing parts, damaged packaging, signs of use, soiling, markings or any other impairment of resaleability, we reserve the right to:

• refuse the return,
• return the goods to the customer at the customer’s cost, or
• deduct an appropriate reduction in value from the credit note.

Original shipping, freight, packaging or express-delivery costs will not be reimbursed in the case of a voluntary return of non-defective goods.

9. Returns address

Approved returns must be sent exclusively to the following address:

Return requests must be submitted in text form, in particular by email, to the contact address communicated in the relevant business relationship.

The return or case reference number provided by us must be displayed clearly on the shipping carton and stated in the accompanying documents.

10. Statutory rights

These Returns Terms do not restrict any mandatory statutory rights of the customer in the event of proven defects.

Statutory duties of inspection and notification, in particular under Section 377 HGB, and any agreed provisions concerning liability for defects remain unaffected.