Returns
Please note: This is a translation of the German original, provided for your convenience. Only the German version is legally binding. In the event of any discrepancy, the German version shall prevail.
Would you like to return an item? Here you will find all the information on withdrawal, returns and refunds.
Your right of withdrawal
As a consumer, you have the right to withdraw from your contract within 14 days without giving any reason. The period begins on the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods. If your order is delivered in several consignments, the period begins on receipt of the last consignment. The details set out in our information on the right of withdrawal are authoritative.
How to withdraw
Inform us of your decision to withdraw from the contract by an unequivocal statement, for example:
- using the “Withdraw from contract” button in our online shop – you do not need to log in to do so,
- by e-mail to bestellung@spranz.de or
- by letter to Spranz GmbH, Ernst-Sachs-Straße 2, 56070 Koblenz, Germany.
To meet the withdrawal deadline, it is sufficient for you to send your statement before the 14 days have expired. If you declare your withdrawal using the “Withdraw from contract” button, we will confirm receipt to you by e-mail without delay.
Returning the goods
Please send the goods back to the following address without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal to us:
Spranz GmbH
Ernst-Sachs-Straße 2
56070 Koblenz
Germany
The deadline is met if you send back the goods before the period has expired.
- You will have to bear the direct cost of returning the goods. Please make sure the parcel has sufficient postage.
- Please enclose your order number or a copy of the invoice. This allows us to match your return quickly.
- The original packaging is not required. However, please pack the goods so that they are protected in transit.
- We recommend using a tracked shipping service so that you can provide proof of your return.
Refund
Following your withdrawal, we will reimburse to you all payments received from you, including the costs of delivery, without undue delay and in any event not later than 14 days from the day on which we are informed about your withdrawal. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods – whichever is the earliest.
If you withdraw from only part of your order, we will not refund a proportionate share of the costs of delivery, as these would have been incurred unchanged for the remaining items.
We will carry out the reimbursement using the same means of payment as you used for your order. We will not charge you any fees for this. Depending on your bank or card provider, it may take a few days for the credit to appear in your account.
Diminished value
You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
Defective or damaged goods
If an item arrived defective or damaged, the statutory warranty rights apply. In this case, please contact us at bestellung@spranz.de before returning it, so that we can agree with you on how to proceed. We will bear the costs of returning an item due to a defect.
Information on the right of withdrawal
You will find the full information on the right of withdrawal, including the model withdrawal form, in our General Terms and Conditions.