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Return & Exchange

Right of Withdrawal

As a private consumer1 you can cancel your order in smow online shop within 30 days without giving any reason. The statutory period of revocation and the statutory claims of the customer remain unaffected by this extended time regulation.

If you are not satisfied with your order, we will organise the exchange or return. Please contact our customer service tea,. After receipt of your return and a quality check we will refund any payments made within 14 days.

Please note that we can only take back unused products, ideally in their original packaging, that show no signs of wear. If the returned product is damaged or otherwise shows signs of wear, you will be charged for any loss of value of the goods, provided that this loss of value is due to a handling that is unnecessary for the purpose of checking the nature, properties and functioning of the goods. In addition, the right of withdrawal does not apply to custom products ordered according to the customers individual specifications, spare parts and reduced-price items.

1) Consumer within the meaning of  13 of the German Civil Code (BGB) = any natural person who concludes a legal transaction for purposes which are not predominantly connected to their commercial or self-employed occupation.

For convenience it is best to arrange your exchange or return by e-mail, by simply replying to the order confirmation email. Alternatively use our Order Withdrawal Form, which you can send us by post, e-mail or fax.


Return

Please return the unused product, in the original packaging, to us within 14 days after receipt. Should the returned product contain signs of use, smow reserves the right to reduce the subsequent refund accordingly.

Returns from Germany, the Netherlands, Belgium, Austria, Luxembourg, France and Denmark: We bear the direct costs for the return of parcel-transportable goods from Germany, the Netherlands, Belgium, Austria, Luxembourg, France and Denmark, insofar as these are orders from private customers, i.e. consumers within the meaning of 13 BGB (German Civil Code). Business customers always bear the costs for the return shipment themselves. We charge business customers EUR 19 (incl. VAT) per DHL package when ordering the return of goods that can be sent by parcel post.

We do not bear the costs for the return of goods that cannot be sent by parcel post - irrespective of whether they are private or business customers. For the return shipment of forwarding shipments, we will arrange a collection in consultation with you if necessary. For this, a flat rate of 69 EUR (incl. VAT) per shipping pallet is charged.

Returns from EU countries other than those listed above, as well as from non-EU countries (Norway, Switzerland) are handled separately and depending on the specifics of object/location. For more information please contact the smow Customer Service team via +49 341 2222 88 22 or .

Exchange

You wish to exchange a product? Please contact our customer service team stating your order number and inform us about your exchange request. We will send your replacement article following receipt of your return at our warehouse.

Refund

Refunds will be made promptly within a maximum of 14 days of the order cancellation or receipt of the return and using the same means of payment used on the original purchase. In case of an order cancellation, we will refund all payments received, including standard delivery charges. Exempt from the reimbursement are charges extra to the standard delivery charge such as the comfort surcharge.

Damaged Goods

The ordered goods arrived damaged or otherwise failed to meet the expected quality standards? Please contact our customer service team by e-mail or telephone stating your order number. In case of a quality defect, we will organise the return and exchange of the goods. There are no additional costs for you, the return shipment is also free of charge for corporate customers in the event of a complaint. In the case of damage in transit that is visible from the outside, please inform the delivering logistics partner directly and contact our customer service team. If the goods are clearly damaged, you can also refuse to accept the order. If it is a hidden, non-visible, transport damage, please notify us within 7 days.

Further information on returns

Answers to frequently asked questions about complaints, returns and cancellations can be found here.

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