Returns and cancellations of orders
The information on the right of withdrawal can be found below under the heading “Right of withdrawal”.
Return of the order
If you change your mind or a product does not meet your expectations, you may return your order within fourteen (14) days of receiving the products. If you meet this deadline and return the products in perfect condition, you will receive a full refund. If you do not return the products, we may charge you for the products or the cost of collecting them.
You shall bear the direct costs of returning the goods.
Damaged goods / complaints
If your delivery contains damaged or incorrect products, the product was sold with different information at the time of your order, or something is missing, please contact cs@riesenstern.com. Please briefly describe what was wrong and provide us with your order number, along with these two photos:
- Photo of all delivered products
- Photo of the delivery note
Please keep your documents, the product you wish to return, and the shipping box until we have responded and resolved your issue.
we can offer you new products or a refund of the purchase price.
Freeware
If the delivery of goods includes free goods, the free goods must also be returned when exercising the right of withdrawal.
If the free goods are not returned, the price valid at the time of the order will be charged for the non-returned free goods, as if they were not free goods.
How to reach us
Email: cs@riesenstern.com
Postal address: Riesenstern GmbH
Scheffelstr 83 40470 Düsseldorf
Right of withdrawal
Consumers have the following right of withdrawal, which applies independently of the cancellation and return options listed above (see section “Returns and cancellations of orders”).
However, the right of withdrawal does not apply to contracts for the delivery of sealed goods which are not suitable for return for reasons of health protection or hygiene if their seal has been removed after delivery.
You have the right to withdraw from this contract within fourteen days without giving any reason.
The cancellation period shall be fourteen days from the day on which you or a third party other than the carrier designated by you takes possession of the last goods.
To exercise your right of withdrawal, you must
Riesenstern GmbH,
Scheffelstrasse 83
40470 Düsseldorf Germany,
Phone: +49 (0) 157-57829254,
Email: cs@riesenstern.com
by means of a clear statement (e.g. a letter sent by post, fax, or email) of your decision to withdraw from this contract. You may use the attached model withdrawal form, but this is not mandatory.
To comply with the cancellation period, it is sufficient that you send the notification of the exercise of the right of cancellation before the cancellation period has expired.
Consequences of revocation
If you cancel this contract, we will refund all payments we have received from you, including delivery costs (with the exception of additional costs resulting from your choice of a delivery method other than the cheapest standard delivery offered by us), promptly and at the latest within fourteen days from the day on which we received notification of your cancellation of this contract. For this refund, we will use the same means of payment that you used for the original transaction, unless expressly agreed otherwise with you; under no circumstances will you be charged any fees for this refund.
We may refuse to refund until we have received the goods back or until you have provided evidence that you have returned the goods, whichever is the earlier.
You must return or hand over the goods to us promptly and in any event no later than fourteen days from the date on which you notify us of the cancellation of this contract. This deadline is met if you send the goods before the expiry of the fourteen-day period.
You shall bear the direct costs of returning the goods.
You only have to pay for any loss of value of the goods if this loss of value is due to handling of the goods which is not necessary to check their quality, properties and functioning.
You may use the following format for your revocation, although this is not mandatory:
- a copy of your order confirmation email with your transaction reference number
- the delivery documents with your delivery number
- a completed return slip (only required for returns by mail).
- It may take up to seven (7) days for your package to reach us.
- Returned items will be processed within five (5) business days (excluding Saturdays) of receipt.
- You must pack and mail the parcel with reasonable care to ensure that the products are not damaged during transit.
- You should obtain proof of postage and retain it until you have received the refund or exchange.
- Riesenstern GmbH Scheffelstr 83 40470 Düsseldorf
Email: cs@riesenstern.com
- I/we (* ) hereby revoke the contract concluded by me/us (* ) for the purchase of the following goods (* )
- Ordered on (* )/received on (* )
- Name of the consumer(s)
- Address of the consumer(s)
- Signature of the consumer(s) (only if notification is made on paper)
- Date
- (*) Delete as appropriate.