FAQ - Questions and Answers
2. Complaints / Return & Refund
If your delivery is incomplete, you should contact us immediately at service@alleszumfliesen.de or +49 (0)2602 9196490. We will send you the missing items free of charge.
In such cases, please contact us immediately at service@alleszumfliesen.de or +49 (0)2602 9196490. We will pay for the return shipping costs and will send you the correct item free of charge.
If you receive a damaged item, you should contact us immediately at service@alleszumfliesen.de or +49 (0)2602 9196490. We will pay for the return shipping costs and send you a new item free of charge. If you do not want a replacement, we will refund your money.
The goods must be returned within fourteen days. The shipping costs, which are estimated at a maximum of about 45€ per package, must be borne by you, unless there is an error on our part. Please use the withdrawal form when returning the goods.
You must return or hand over the goods to us immediately and in any case no later than within fourteen days from the day on which you notify us of the revocation of this contract.
You shall bear the direct costs of returning the goods. The direct costs of the return shipment are estimated with regard to such goods, which due to their nature cannot be returned to us normally by mail (forwarding goods), for each such goods at a maximum of about 45 euros per package (within Germany). The costs for a return shipment abroad may be higher than € 45.
If you revoke this contract, we shall reimburse you all payments we have received from you, including delivery costs (with the exception of additional costs resulting from the fact that you have chosen a type of delivery other than the most favorable standard delivery offered by us), without undue delay and no later than within fourteen days from the day on which we received the notification of your revocation of this contract. For this repayment, we will use the same means of payment that you used for the original transaction, unless expressly agreed otherwise with you; in no case will you be charged any fees because of this repayment. We can refuse the repayment until we have received the goods back or until you have provided proof that you have returned the goods, whichever is the earlier. Sample pieces will not be refunded.
Processing returns can sometimes take a little longer, this may be due to staff shortages or a large number of returns.