Returns and Refunds

Returns

If you are not satisfied with you order for any reason, a shipping label can be downloaded from your customer account and simply stuck on the parcel with the items you would like to return. A return form is also provided with your order, which should be filled out and enclosed with the return parcel.

Please note that the shipping label can not be used for bulky items. Items that were delivered via freight forwarding should be returned by the same means. The forwarding company will contact you beforehand by telephone to schedule a specific pick-up date with you. For this case, please also contact the customer service by phone or e-mail.

Please note the following points:

  • Do not send goods back without postage!
  • Please enclose the return form with the package or a copy of the invoice with a note.
  • Please ensure that the goods are returned unused and if possible in their original packaging.

Failure to observe the above points does not affect your right of withdrawal.

How do I get a return shipping label?

You can download and print the shipping label designed for your order from your customer account. First log in to your account from our homepage (www.connox.co.uk) using your email and password.
In your customer area, you will find a category called “Your Orders”. Now click on the sub-item "Invoices” where you will find all of the invoices from your past orders. From here, you have the possibility to view the individual invoices and to display the corresponding shipping label as a PDF file. The shipping label is to the right of the invoice under the item marked "Parcel labels". If you want to return your order to us, please download and print the correct shipping label and stick it onto your parcel. You can now drop your parcel off at the post office.

Upon demand, we can also send your shipping label via email or post.

Please note that the shipping label is only valid in Europe.

Who bears the shipping costs for the return?

We bear the costs to return parcel-sized goods. Simply download and print the shipping label from the “invoice” section of your customer account. Upon demand, we can also send your shipping label via email or post.

For bulky items that were shipped via freight forwarding, the customer bears the cost of the return.

Please also refer to point 5 "Shipment and delivery conditions" and point 6 “Liability for defects” on our general business conditions page.

Refund

If an item that you have ordered does not meet your requirements and you return it to us, your money will be refunded. The amount will be refunded as soon as we have received and processed your return. Your credit will be returned by default to the account with which you originally paid for the order.

Exceptions to this rule can only be made for technical reasons, when your credit card or the 120-day PayPal deadline have expired.

Please note that we need your bank data to refund your credit.

What happens to my credit after returning an item?

If your return an item that you have directly purchased from the Connox Shop, your credit will, in principle, be refunded. However, you also have the possibility to immediately use this credit towards a new order, which you must explicitly request.

If you ordered a Connox product via Amazon, your credit will be refunded. In this case, the credit can not be used for a new order. The amount towards a different order or the same item with a different colour or size must be paid again to Amazon.

Complaints and transport damages

In addition to the right of revocation which you are entitled to as a consumer, we are pleased to offer you the possibility to exchange items that do not suit you with one or more items. You can, of course, also make use of your right to claim in case of transport damage.

As a private individual, you have a right to exchange the goods or ask for a refund within 4 weeks of receiving your order.

In the scope of your right to an exchange, if the purchase price of the article returned exceeds the purchase price of the new article, we will reimburse you the difference after having shipped your new items. If the purchase price of the new item exceeds the purchase price of the returned item, you will be asked to transfer the difference to our bank account before shipping your order.

How do I exchange an item?
Please contact us via phone or email before you send a product back. This avoids unnecessary costs which we might charge you for.
We will send you an electronic shipping label via email (or by post if requested), with which you will be able to drop off the parcel at the post office.

Please note that the shipping label cannot be used for bulky goods. Products that were sent with freight forwarding companies are also picked up by freight forwarding companies. The company will contact you via telephone in order to schedule a pick-up. Please contact our customer service team for such cases.
As soon as we have received your package, the payment already made will be put towards the new order. In the case of invoices and credit card debits, please DO NOT cancel the payment process in order to avoid unnecessary charges.

Please note the following points:

  • Do not send goods back without postage!
  • Please enclose the return form with the package or a copy of the invoice with a note.
  • Please ensure that the goods are returned unused and if possible in their original packaging.

Failure to observe the above points does not affect your right of cancellation.

Right of cancellation

Right of revocation for consumers

You have the right to revoke from the contract within one month without the need to provide any reason. 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 standardised 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.
In order to exercise this right, you must inform us about your decision to cancel the contract with us with an explicit explanation (e.g. via mail, 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: support@connox.com

The following revocation form can be used, however this is not compulsory.
To exercise your right within the revocation period, the notification to revoke from the contact must be sent before the end of the revocation period.

Consequences of revocation

If you revoke from the contract, we will refund you all of the payments that we have received from you, including the delivery costs (except for the additional costs resulting from the fact that you have chosen a different type of delivery than the most favourable standard delivery offered by us ) within a period of fourteen days from the date on which the notice of revocation of this contract has been received by us. For such repayment, we will use the same means of payment as the one you have used in the original transaction, unless you have expressly agreed otherwise; in no case will you be charged for these repayment fees.
We may refuse to refund you until we have received the returned goods or until you have proven that you have returned the goods, whichever comes first.

You must return the goods to us immediately or in any case no later than fourteen days from the date on which you inform us of the revocation of this contract. The deadline is respected if you send the goods before the end of the period of 14 days. We bear the cost 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 will only be liable for any loss in value of the goods if this loss of value is attributable to the handling of the goods which is not necessary to check the quality, characteristics and functioning of the goods.

End of the right to revoke

The right to revoke does not apply to contracts for the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.

Please note that the customer has no right to withdraw from the contract in case of deliveries outside of the European Union, excluding Switzerland!

Please read for this also the point "6. revocation instruction" our General business conditions.