Complaint
How to make a complaint
Follow these steps for quick processing
Start return
Log in to your customer account. Under "Orders," open the relevant order and click "Return item."
Add details
Select the affected item and the corresponding reason for return. In the "Note" field, you can describe the defect or your concern in more detail.
Confirmation and Audit
Submit the return request. We will review your information and notify you by email once the review is complete.
Return article
Follow the return instructions in our email. Package the item securely for transport and arrange the return with a suitable shipping service provider or freight forwarder.
Important to know
You bear the direct costs of returning the goods.
Radiators cannot be shipped as parcels and must be returned by freight forwarder. Please arrange for a freight forwarder of your choice.
Experience shows that the costs for this can be up to 300 EUR. The actual amount depends on the distance to our return address, the weight and volume of the goods, and the provider you choose.
You can return spare parts and accessories as a parcel. Here too, you bear the costs of the return.
Please keep all original packaging and documents. This will significantly speed up the processing of your complaint.
Frequently Asked Questions
What is the difference between revocation and complaint?
What is the difference between revocation and complaint?
- A revocation concerns a defect-free item that you, as a consumer, wish to return within the statutory withdrawal period.
- A complaint concerns a damaged, defective, incorrect, or incomplete delivery.
- There is no automatic statutory right of withdrawal for business customers. Returns in this case are governed by the agreed terms and conditions or an individual approval.
Can I return just one item?
Can I return just one item?
- Yes.
- You can select individual items or all available items in your order.
- Items that have already been returned or are excluded from return cannot be selected again.
Can I cancel an order that has not yet been shipped?
Can I cancel an order that has not yet been shipped?
- As long as an item has not yet been processed for shipping, you can request a cancellation in your customer account.
- Whether cancellation is still possible will be displayed directly in your order.
What information is needed for a complaint?
What information is needed for a complaint?
- Order number
- Affected item
- Description of the defect or problem
- Date of discovery
- Photos or videos for visible damage
- Other documents, if applicable
What solution do I receive for a justified complaint?
What solution do I receive for a justified complaint?
- Depending on the defect, we will first check whether a repair or replacement delivery is possible.
- If subsequent performance is not possible or reasonable, a reduction, credit note, or refund may be considered, in accordance with legal or contractual requirements.
- We will inform you of the specific solution after our review.
Should I return the item immediately?
Should I return the item immediately?
- Please register the return via your order first.
- This way, we can check if a return is necessary and provide you with the correct shipping and packaging instructions.
- For technical questions, an initial query or remote diagnosis may be useful.
Who bears the cost of return shipping?
Who bears the cost of return shipping?
- You commission the freight forwarder for the return yourself and bear the resulting costs.
- Depending on the product, collection location, and freight forwarder, return costs can amount to approximately 300 Euros.
- Pack and secure the goods carefully for transport.
- You must compensate for any loss in value if this was caused by improper handling or inadequate packaging.
- Your statutory rights in the case of a legitimate complaint remain unaffected.
Do I need the original packaging?
Do I need the original packaging?
- Please use the original packaging if it is still available.
- Alternatively, use stable packaging suitable for transport.
- The absence of the original packaging does not automatically exclude legal rights.
Can I repair the product myself?
Can I repair the product myself?
- Please coordinate repair attempts with our customer service in advance.
- Improper interventions can cause additional damage or complicate the technical inspection.
- Your statutory warranty rights remain unaffected.
Where can I see the processing status?
Where can I see the processing status?
- You can find the current status of your request in your customer account.
- You will also receive an email notification for important changes.
Are there any items that cannot be returned?
Are there any items that cannot be returned?
- Statutory exceptions may apply, for example, to custom-made or clearly personalized products.
- You can see whether an item is available for voluntary return in the respective order.
- Statutory rights in the event of a defect remain unaffected.
Important Notice
Important Notice
- This page supplements the cancellation policy, the General Terms and Conditions, and the statutory warranty rights.
- In the event of discrepancies, the statutory provisions and the conditions agreed upon at the time of the order shall apply.
