Returns & Refunds
Any product purchased from Klangwert can be returned within 30 days of delivery without stating a reason. The following sections provide details on formal requirements, the return procedure, cost coverage, and the refund timeline.
1. Conditions
Customers can return items within 30 days of delivery. The return requires that products are in an unopened, resalable original condition, with all protective seals, blister packs, and safety seals on bottles or jars intact, and the original packaging undamaged.
2. Return Process
- Contact us by email at [email protected], stating the order number and reason for return.
- Receive the return merchandise authorization (RMA) and the valid return address from our service team.
- Secure packaging of unopened products in the original shipping box, including all inserts.
- Refund of the invoice amount to the original payment method within 3-10 business days after inspection of the goods in our warehouse.
3. Who pays return shipping
If a delivery turns out to be damaged, defective, or incorrectly assembled by mistake, the costs are on us: we will provide a prepaid shipping label or arrange a pickup order. If the return is made for personal reasons, you must cover the shipping costs; no additional handling fees apply.
4. Refund timing and method
The refund will be processed within 3 business days after the item inspection is complete. Cash-on-delivery orders will be reimbursed to a checking account specified by you; for prepayments via bank transfer, the amount will be returned to the original account. Bank processing typically takes 1 to 5 business days.
5. Overview of Scenarios
| Situation | What we do | Cost to you |
|---|---|---|
| Damaged in transit | Replacement or full refund | None |
| Wrong item delivered | Delivery of the correct items with pickup of the incorrect shipment | None |
| Parcel lost | Replacement delivery or full refund upon conclusion of the investigation | None |
| Faulty on arrival | Replacement or full refund | None |
| Changed your mind | Full refund of the purchase price | Return shipping only |
6. Exchanges
If you would like to switch to a different size or an alternative formula, process the return using the standard procedure and place a separate new order. The amount for the returned item will be credited promptly upon receipt. If the exchange was prompted by an error on our part, we will deliver the replacement order free of shipping costs.
7. Cancelling an order
As long as an order has not left the shipping department, free cancellation is possible. An informal notification with your order number sent to [email protected] is sufficient. If the package is already in transit, the standard cancellation policy applies.
8. Questions about this policy
You can reach us in writing at [email protected] and by phone at +49 361 70024433 during business hours (Mon-Fri 09:30 - 17:15, Sat 09:45 - 14:00). We address every request within one business day.