Returns and Refunds

Returns

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:

  • Do not send goods back without postage!
  • Please always include in the return shipment the returns form or a copy of your invoice with a note where appropriate.
  • Please take care that the goods are returned unused and if possible, still in the undamaged original packaging.

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.

Attention:

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 Point 3.

“Richt to cancel” of the General Terms & Conditions.

Refund

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.

Complaints and Shipping Damages

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: - Please don’t return the goods via unpaid freight!

  • Please always include a copy of your invoice with a note where appropriate in the return shipment. - Please take care that the goods are returned unused and still in the undamaged original packaging as far as possible. Failure to observe the above points does not limit your right of withdrawal!

We reserve the right to pass on any additional costs that arise from postage-unpaid shipments or costs for new packaging.

Your statutory warranty rights remain unaffected if the goods were already flawed upon delivery.

Of course, your statutory right of withdrawal remains unaffected by the possibility of exchange in all respects.

Revocation
Right of withdrawal for customers
Consumers, or any natural person who concludes a legal transaction for purpose that cannot be primarily attributed to neither their commercial nor their self-employed activity, shall be entitled to the right of withdrawal in accordance with the following provisions.
Right of withdrawal:

You have the right to cancel this contract within one month without needing to specify a reason.
The revocation period starts 1 month from the day that
• you or a third party named by you, who is not the carrier, take/s possession of the goods if you ordered item or goods as part of a single order and the goods were delivered together;

• you or a third party named by you, who is not the carrier, take/s possession of the last item you ordered as part of a larger order and the goods were delivered separately;

• you or a third party named by you, who is not the carrier, take/s possession of the last partial delivery or last piece of an item if you ordered goods that are delivered in multiple partial deliveries or in separate pieces. You must inform us about your decision to withdraw from the contract with an explicit declaration (e.g. with a letter sent via the post, via telefax or E-Mail) to Connox GmbH, Aegidientorplatz 2a, 30159 Hanover, telephone number:

(0511) 300341-0, telefax number: (0511) 300341-99, E-Mail: info@connox.de

in order to exercise this right.

You may use this model withdrawal form, for this purpose. It is however not required.

To reserve your right of withdrawal, it is sufficient that you submit the notice of withdrawal before the expiration of the withdrawal deadline. Consequences of a withdrawal

If you cancel a contract, we are obliged to refund all 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 most favourable standard delivery offered), within a maximum of fourteen days starting the day we received your declaration of withdrawal from the contract.

We use the same means of payment that was used in the original transaction for the refund, unless something else has been expressly agreed with you; in any case you will not be charged fees because of the refund. We may refuse the refund until we have received back the goods or until you have demonstrated that you have returned the goods, depending on which occurs first. You are to send or deliver the goods promptly and in any case no later than fourteen days from the date on which you inform us of the revocation of this agreement.

The time limit is met if the goods are sent back before the period of fourteen days expires. You will be responsible for 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 handling other than was necessary for you to ascertain the construction, quality and function of the goods.

Please note that the customer has no right to withdraw from the contract in case of deliveries outside of the European Union.

“Richt to cancel” of the General Terms & Conditions.

General Information

Returns

Please note that the shipping 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.
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 also the following points:

  • Please don’t return the goods via unpaid freight!
  • Please always include in the return shipment the returns form or a copy of your invoice with a note where appropriate. - Please take care that the goods are returned unused and if possible, still in the undamaged original packaging.

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.
Upon request, we can also send you the package label by email or post.

Save Withdrawal Policy as PDF

Print Withdrawal PolicyTo view the PDFs, you need software such as Adobe Reader. It can be downloaded under the following link: http://get.adobe.com/de/reader/