Refunds
Last updated: July 2026
What comes back and when — in the table. The reasoning follows below. §§ 17 and 20 of the Terms apply in addition.
What comes back
| Case | What is refunded | When |
|---|---|---|
| Withdrawal, entire order | Purchase price and delivery costs | within 14 days of the withdrawal notice arriving |
| Withdrawal, individual items | Purchase price of those items, without delivery costs | within 14 days of the withdrawal notice arriving |
| Item unavailable | everything paid | without undue delay |
| Defect, misprint, wrong item | replacement first; a refund if replacement fails or is impossible | after the report has been assessed |
Refunds always go back to the means of payment used; no fees are charged for this. The direct cost of returning goods after a withdrawal is borne by the customer and is not refunded.
When a refund is made
After a valid withdrawal: without undue delay and at the latest within fourteen days of the day the notice of withdrawal is received.
Reimbursement may be withheld until the goods have been received back or proof of return has been provided — whichever is earlier.
What is refunded
All payments made for the order, including delivery costs. Additional costs arising because a delivery type other than the cheapest standard delivery offered was chosen are not refunded.
The direct cost of returning the goods is borne by the customer and is not refunded.
If only individual items of an order are returned, the purchase price of those items is refunded. Delivery costs are refunded where the order is withdrawn in full.
How the money comes back
Refunds go back to the same means of payment used for the original transaction. No fees are charged for this.
When the amount actually appears on your account is up to the payment provider and your bank. No deadline is promised for that here — the fourteen days above concern initiating the reimbursement.
Item unavailable
If an ordered item is unavailable you are informed without undue delay; any payments already made are refunded promptly in that case (§ 17 of the Terms).
Faulty goods
Where goods are defective, the statutory rights to cure apply first — that is, replacement or repair. A refund comes into play if cure fails or is impossible. Details are in the warranty and defects policy.
Country addendum: South Korea
For deliveries to South Korea, refunds after a valid withdrawal are made within three business days of receiving the returned goods.