As the majority of our products are manufactured only after an order has been placed and are regularly individually configured or personalized, the following return and withdrawal conditions apply.
1. Principle: Production Exclusively on a Made-to-Order Basis
All products offered in our online shop are not pre-manufactured, but are produced only after an order has been placed, based on the specifications, dimensions, materials, or other configurations selected by the customer. These therefore primarily include:
- custom-made products
- personalized products
- customer-specific special orders
- order-based single-item productions
2. Exclusion of the Right of Withdrawal and Returns
There is no right of withdrawal for the above-mentioned goods in accordance with Section 312g (2) No. 1 of the German Civil Code (BGB). In particular, the following are excluded:
a) products created using our product configurator
b) goods with chooseable dimensions, cuts, or technical modifications
c) personalized items (e.g. special drillings, custom lengths, customer-specific parameters)
d) all products that are clearly tailored to the customer’s personal requirements
Returns, exchanges, or refunds are excluded unless a legally relevant defect exists.
3. Permissible Inspection of Goods
Opening the packaging for the sole purpose of visual inspection and quality assessment is permitted. Any further use, installation, or processing of the goods excludes return or refund claims, insofar as legally permissible.
4. Statutory Warranty in Case of Defects
Your statutory warranty rights in the event of material or legal defects pursuant to Sections 434 et seq. of the German Civil Code (BGB) remain unaffected.
Obvious defects must be reported without undue delay, but no later than 14 days after receipt of the goods, in writing and accompanied by meaningful photographic documentation. Following successful inspection, we reserve the right to choose the form of subsequent performance (repair or replacement) in accordance with Section 439 BGB.
5. Returns in the Event of a Valid Defect Claim
A return shipment is permitted only after prior written authorization from us, in the case of a confirmed, legally relevant defect, and using the shipping method specified by us. Unannounced or unpaid return shipments will not be accepted.
6. Refunds
Refunds are issued exclusively within the scope of statutory warranty rights or where legally required. Any refund will be processed within 14 days after receipt of the goods at our logistics center, unless otherwise agreed.
7. Contact & Procedure
Complaints must be submitted exclusively via our contact form. We strongly recommend carefully reviewing all dimensions, specifications, and configurations before placing an order. Our customer service team will be happy to assist you prior to conclusion of the contract.
