Retourzending en terugbetaling
Gebruik voor het retourneren van artikelen het retourlabel dat je kan downloaden door op de volgende link te klikken.
Ga als volgt te werk:
• Ga naar de pagina "Je retourdocumenten"
• Vul je factuurnummer en e-mailadres in de daarvoor bestemde velden in.
• Klik op "verzenden" en je ontvang de retourdocumenten per e-mail. Print ze uit en plak het verzendlabel op het pakket dat je terug wilt sturen naar Connox.
Adres voor je retouren:
30880 Laatzen (Hannover)
Let ook op de volgende punten:
• Stuur de goederen niet ongefrankeerd retour.
• Voeg altijd het ingevulde retourformulier of een kopie van de factuur toe aan de zending en vermeld daarbij de reden waarom je welk artikel retourneert.
• Zorg ervoor dat de goederen ongebruikt en indien mogelijk in de originele, onbeschadigde verpakking worden geretourneerd.
• Voor beauty- en wellnessproducten geldt het volgende: Producten die verzegeld zijn, dienen met intacte verzegeling geretourneerd te worden.
• De retourstempel is alleen geldig binnen de Europese Unie.
• Het niet naleven van bovenstaande punten beperkt je herroepingsrecht niet.
De retourstempel is niet van toepassing op retourzendingen. Artikelen die door een expediteur worden bezorgd, worden bij een retour doorgaans opgehaald door een expediteur. Zij nemen vooraf telefonisch contact met je op over de afhaling en spreken met je een concrete afhaaldatum af. Neem in dit geval contact op met de klantenservice via telefoon of e-mail.
Wie draagt de verzendkosten voor een retour?
Voor goederen die als pakket kunnen worden verzonden, die we meestal via DHL verzenden (geldt ook voor volumineuze goederen), dragen wij de kosten voor het terugzenden van de goederen.
Voor goederen die niet als pakket verzonden kunnen worden, d.w.z. producten die wij per koerier versturen, draagt je de retourkosten. Deze kosten zijn € 75,- binnen Duitsland en € 150,- binnen de rest van de EU.
Lees ook punt 6. "Terugbetaling bij uitoefening van het herroepingsrecht" "Instructies voor herroeping" van onze algemene voorwaarden .
If an item that you have ordered does not meet your requirements and you return it to us, your money will be refunded. Please note: We send beauty and wellness products in particularly safe protective packaging to ensure that they remain hygienic and undamaged. It is important for the refund that you return beauty and wellness products undamaged in the packaging in which you received them. If they are sealed, the seal must not be damaged under any circumstances.
The amount will be refunded as soon as we have received and processed your return. Your credit will be returned by default to the account with which you originally paid for the order.
Exceptions to this rule can only be made for technical reasons, when your credit card or the 120-day PayPal deadline have expired.
Please note that we need your bank data to refund your credit.
What happens to my credit after returning an item?
If your return an item that you have directly purchased from the Connox Shop, your credit will, be refunded. However, you do not have the possibility to immediately use this credit towards a new order.
In addition to the right of revocation which you are entitled to as a consumer, we are pleased to offer you the possibility to exchange items that do not suit you with one or more items. You can, of course, also make use of your right to claim in case of transport damage.
As a private individual, you have a right to exchange the goods or ask for a refund within 4 weeks of receiving your order.
In the scope of your right to an exchange, if the purchase price of the article returned exceeds the purchase price of the new article, we will reimburse you the difference after having shipped your new items. If the purchase price of the new item exceeds the purchase price of the returned item, you will be asked to transfer the difference to our bank account before shipping your order.
How do I exchange an item?
Please contact us via phone or email before you send a product back. This avoids unnecessary costs which we might charge you for.
We will send you an electronic shipping label via email (or by post if requested), with which you will be able to drop off the parcel at the post office.
Please note that the shipping label cannot be used for bulky goods. Products that were sent with freight forwarding companies are also picked up by freight forwarding companies. The company will contact you via telephone in order to schedule a pick-up. Please contact our customer service team for such cases.
As soon as we have received your package, the payment already made will be put towards the new order. In the case of invoices and credit card debits, please DO NOT cancel the payment process in order to avoid unnecessary charges.
Please note the following points:
- Do not send goods back without postage!
- Please enclose the return form with the package or a copy of the invoice with a note.
- Please ensure that the goods are returned unused and if possible in their original packaging.
Failure to observe the above points does not affect your right of cancellation.
Right of withdrawal for customers
Consumers have the right of withdrawal according to the following conditions, whereby a consumer is every natural person who concludes a legal transaction which is not mainly attributed to commercial or independent professional activities.
Right of withdrawal:
You have the right of cancelling the contract within one month without giving any reasons. The time limit starts the day
• you or a third party named by you, who is not the carrier, take/s possession of the goods, if you ordered goods within a common order and the goods are standardized delivered;
• you or a third party named by you, who is not the carrier, take/s possession of the last good you ordered within a common order and the goods are delivered separately;
• you or a third party named by you, who is not the carrier, take/s possession of the last part of goods you ordered within a common order and the last good is delivered in separate parcels.
Please note that the customer has no right to withdraw from the contract in case of deliveries outside of the European Union, excluding Switzerland!
You must inform us about your decision of cancelling the contract with us with an explicit explanation (e.g. with a letter to be sent through the post, via telefax or email) to
Connox GmbH, Aegidientorplatz 2a, 30159 Hannover, telephone number: +31 207 081554, E-Mail: firstname.lastname@example.org
in order to exercise this right. The Customer can therefore use this model withdrawal form, but please note that this one isn’t required.
To maintain the withdrawal time limit you must only send us the message about the exercise of the withdrawal right before the time limit runs out.
Consequences of a withdrawal
If you cancel a contract, we are obliged to refund all the 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 one we offered, which was the most favourable standard delivery), within a maximum of fourteen days starting the day we received your explanation about the withdrawal of the contract. We use the same payment method you used for the original transaction to refund the paid amounts, unless we explicitly arranged a different payment method with you; you won’t be charged with any additional costs for this refund.
We are in the right of denying the refund until the goods you sent back arrive in our stock or until you proved that you sent the goods back, according to what occurs sooner.
You are obliged to send or give the goods back to us until a maximum of fourteen days after the day you informed us about the cancellation of the contract. The time limit is maintained if you send the goods back before the period of fourteen days ends. You will be responsible of the costs of returning parcel-sized goods outside of the EU.
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 the handling other than it was necessary to ascertain the construction, quality and function of the goods by you.
End of the right to cancel
The right to cancel does not apply to contracts for the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.
Please read for this also the point "3. right to cancel" our General business conditions.