Returns and refunds

Returns

German law outlines a 14 day revocation period of the sales contract. In this period, we offer an unconditional return policy.

If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange, except in special cases, so make sure to ask and let us know about the issue. - We aim at 100% happy customer rate, and do our best to hit that mark. So let us know if you are not happy and we’ll do everything reasonable to make you happy.

To be eligible for a return, your item must be unused and in the same condition that you received it. It should also be in the original packaging. (Depending on the kind of item an equivalent packaging can do.

To complete your return, we require a receipt or proof of purchase.

There are certain situations where only partial refunds are granted:

Bags with obvious signs of use

Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

Any item that is returned more than 14 days after delivery

Defect/Failure

If your item is defective, first contact [email protected] for instruction. Please submit a description and images (photos) of the defect/failure.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.

Then the refund will be processed, and a credit will automatically be applied to your original method of payment, within a few days. The refund will reference the originally paid price and not current prices displayed in the shop.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account / Paypal account / Credit Card account again.

In case of a Credit Card, please contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at

[email protected] and we will scrutinize the case.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at [email protected]. You will receive instructions and a return address by email.

Return Shipping

As mentioned above, you are responsible for paying shipping costs to return an item. Shipping costs for returns are non-refundable. If the cause for return was our error, the cost of return shipping will be reimbursed.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping in worth over EUR 50, you should consider using a trackable shipping service or purchasing shipping insurance.

If the merchandise has been delivered by a shipping forwarder (it came in a delivery truck on a pallet), we will collect the merchandise at the place specified by you through our forwarder. We will deduct the return shipping charges from the refundable amount. The collection will be done as a service for our customers who can take advantage of our cheaper freight rates.

If the merchandise has been delivered to you by courier / Royal mail, please send back the merchandise wrapped in protective wrapping directly to us at your own expense. We cannot receive COD parcels or parcels for which the applicable postage has not been paid for.

To inform us of the intended return and refund procedure please contact us via email: [email protected] or use the support-chat on www.parkettkaiser.de

If you do not want to contact us by the means above please use the following form:

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Cancellation Form

Returns and cancellations may be requested using our Returns Support Centre

(via email: [email protected]). Our Returns Support Centre will guide you through a few simple steps to

return your product(s). In some cases, you may be provided with a pre-paid return label to return your product(s). Alternatively, you may contact us to request a cancellation or return.

If you do not wish to use our Returns Support Centre, or contact us, to cancel your order, cancellations may be requested using this form.

To: Planeo Deutschland GmbH, Max-Planck-Str. 116, 32107 Bad Salzuflen, Germany

I give notice that I request to cancel my order for the following products:

__________________________________________________________________________________________________

Order number:

__________________________________________________________________________________________________

Ordered on/received on:

__________________________________________________________________________________________________

Your address:

__________________________________________________________________________________________________

Your Parkettkaiser account e-mail address:

__________________________________________________________________________________________________

Your signature:

Date:

EFFECTS OF CANCELLATION

We will reimburse all payments received from you for the goods purchased and will also reimburse delivery charges for the least expensive type of delivery offered by us, no later than 14 days from the day on which we received the above communication. We will use the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of such reimbursement. 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 reimbursement occurs after the maximum time period mentioned above, the amount due to you will as of right be increased.

Note that you must send back the goods by following the instructions available on our return centre no later than 14 days from the day on which us you communicate your cancellation. You will have to bear the direct cost of returning these goods. You may be liable if the value of the goods returned diminishes due to the handling of the goods (except when it was necessary to establish the nature, characteristics and functioning of the goods).

EXCEPTIONS TO THE RIGHT OF CANCELLATION

The right of cancellation does not apply to:

the delivery of products which are not suitable for return due to health protection or hygienic reasons if unsealed by you after delivery, or which are, after delivery, inseparably mixed with other items;
the delivery of sealed audio or video recordings or of sealed software if unsealed by you after delivery;
the supply of goods made to your specifications or clearly personalized;
the supply of goods which may deteriorate or expire rapidly;
a service if Parkettkaiser has fully performed it and you accepted when you placed your order that we could start to deliver it, and that you could not cancel it once delivery had started;
the supply of digital content (including apps, digital software, ebooks, MP3, etc) which is not supplied on a tangible medium (e.g. on a CD or DVD) if you accepted when you placed your order that we could start to deliver it, and that you could not cancel it once delivery had started;
the delivery of newspapers, journals or magazines with the exception of subscription contracts; and
the supply of alcoholic beverages whose actual value is dependent on fluctuations in the market which we cannot control.