For returns, you can simply download an electronic package label in the customer area. Additionally, fill in the included returns form and include it in the return shipment.
Upon request, we can also send you the package label by email or mail. With the printed package label, you can simply drop off the package at the post office.
Please note that the package label is not valid for freight shipping articles. Articles that are delivered by freight forwarding are generally also picked by a freight forwarder in case of a return. The freight forwarding company will contact you by telephone in advance to determine a specific pick-up date.
In this case, please contact our customer service by telephone or email.
Please note also the following points:
Failure to observe the above points does not limit your right of withdrawal!
How do I receive an electronic shipping label?
You can download and print the shipping labels for each of your orders from your customer area in the Connox shop. First, log in to the customer area on our webpage (www.connox.com). In the left column, you will find the sub-item “Invoices”.
Here, you will see all the invoices for your past orders. From here you can view the individual invoices and download the appropriate shipping label as a PDF file. The shipping label can be found on the right of the invoice under “Return Label”. If you want to return your order to us, open the shipping label associated with the order, print it out and apply it on the outside of the package.
Now, you can simply drop the package off at the post office.
Please note that the shipping label is only valid within Europe.
Upon request, we can also send you the package label by email or post.
Who assumes the return shipping charges?
For packages, which we usually deliver via DHL, we assume the cost of the return. For larger goods shipped via freight forwarding, you will need to bear the return costs.
Please also read “Richt to cancel” of the General Terms & Conditions.
Should an ordered article once match not meet your expectations and you return it to us for this reason, your money is refunded.
The refund will occur immediately after your return has arrived and been processed. Your balance will be refunded to the account from which you have paid your order. Exceptions to this rule are only made, for technical reasons, if the credit card or the 120-day period at PayPal has expired.
In this case we will promptly contact you.
What happens to my balance after I sent a product back?
If you have returned an item you purchased from us in the shop, to us, we will generally refund your balance. The balance may also be applied to an immediately following order. This must however be expressly requested.
Please keep in mind that for the payment types invoice and cash on delivery, we will need your banking details to complete the refund.
If you ordered and returned a product from Connox via Amazon, your balance will always be refunded. Applying the balance to another order is not possible in this case. The payment for another order or replacement order must be paid again to Amazon.
In addition to the legal right of withdrawal that is available to you as a consumer, we offer you the opportunity to exchange items that do not fit you or that you do not like for one or more articles.
Of course, you can make use of this right in case of shipping damages.
As a private citizen, you can make use of your exchange right up to 4 weeks after receiving the goods or have the order value refunded upon return of the goods.
Should the purchase price of a returned article exceed the purchase price of the new article, we will reimburse the difference in price after the new article is shipped through a bank transfer to your bank account. Should the purchase price of the new article you selected exceed the purchase price of the returned item, we ask you to transfer the price difference to our bank account in advance.
How do I exchange an item?
Please contact us via phone or E-Mail before you send a product back. This avoids unnecessary costs which we may charge you for.
We will send you an electronic shipping label via E-Mail (or by post upon request), with which you will be able to drop off you package at the post office.
Please note that the shipping label is not valid for freight shipping articles. Products that are delivered by freight forwarding companies are also picked up by freight forwarding companies in case of returns. The freight forwarding company will contact you by telephone in advance to determine a specific pick-up date.
In this case, please contact our customer service by telephone or email.
As soon as we receive your return parcel, the value of the returned order will be subtracted from the value of the new order. In case of direct debit and credit card payments please do NOT cancel the payment process, in order to avoid unnecessary fees.
Please note the following points:
Of course, your statutory right of withdrawal remains unaffected by the possibility of exchange in all respects.
Right of withdrawal for customers
Consumers have the right of withdrawal according to the following conditions, whereby a consumer is every natural person who concludes a legal transaction which is not mainly attributed to commercial or independent professional activities.
Right of withdrawal:
You have the right of cancelling the contract within one month without giving any reasons. The time limit starts the day
• you or a third party named by you, who is not the carrier, take/s possession of the goods, if you ordered goods within a common order and the goods are standardized delivered;
• you or a third party named by you, who is not the carrier, take/s possession of the last good you ordered within a common order and the goods are delivered separately;
• you or a third party named by you, who is not the carrier, take/s possession of the last part of goods you ordered within a common order and the last good is delivered in separate parcels.
You must inform us about your decision of cancelling the contract with us with an explicit explanation (e.g. with a letter to be sent through the post, via telefax or email) to
Connox GmbH, Aegidientorplatz 2a, 30159 Hannover, Germany, telephone number: +49 (0)5 11 30 03 41 - 170, telefax number: +49 (0)5 11 30 03 41 - 999, E-Mail: firstname.lastname@example.org
in order to exercise this right. The Customer can therefore use this model withdrawal form, but please note that this one isn’t prescribed.
To maintain the withdrawal time limit you must only send us the message about the exercise of the withdrawal right before the time limit runs out.
Consequences of a withdrawal
If you cancel a contract, we are obliged to refund all the payments we received from you immediately, including delivery costs (except for the additional costs that result from your choice of a different kind of delivery than the one we offered, which was the most favourable standard delivery), within a maximum of fourteen days starting the day we received your explanation about the withdrawal of the contract. We use the same payment method you used for the original transaction to refund the paid amounts, unless we explicitly arranged a different payment method with you; you won’t be charged with any additional costs for this refund.
We are in the right of denying the refund until the goods you sent back arrive in our stock or until you proved that you sent the goods back, according to what occurs sooner.
You are obliged to send or give the goods back to us until a maximum of fourteen days after the day you informed us about the cancellation of the contract. The time limit is maintained if you send the goods back before the period of fourteen days ends. You will be responsible of the costs of returning parcel-sized goods.
You will also be responsible for the immediate costs of returning non-parcel-sized goods. Those costs are estimated to be about 75.00 EUR inside of Germany and about 150.00 EUR inside of the rest of Europe.
You must only pay the loss in value of the goods if it resulted from the handling other than it was necessary to ascertain the construction, quality and function of the goods by you.
Please note that the customer has no right to withdraw from the contract in case of deliveries outside of the European Union, excluding Switzerland!
“Richt to cancel” of the General Terms & Conditions.