Withdrawal, Return, Exchange
Right of Withdrawal
Customers* may withdraw from their orders from the smow online shop within 30 days without giving a reason. The legal withdrawal period as well as the statutory claims period for defects remain unaffected by this extended regulation. To withdraw your order simply send an email with the subject "Withdrawal"- the simplest option is as a reply to the relevant order confirmation email - or use the order withdrawal form, which can be sent to us by post, email or fax. This right of withdrawal does not apply to products specially made to the customer's specifications nor to price reduced products.
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 .
You want to exchange an item? Please contact the smow customer service team, quoting your order number and with information regarding what should be exchanged for what. The new item will be shipped upon receipt of the original at our warehouse.
Refunds will be made without delay, and within a maximum period of 14 days, after withdrawal from the order or receipt of the return in our warehouse, and will be made using the same payment method as used for the original purchase. In the event of cancellation all costs will be refunded, including the standard delivery costs. Costs occurred for additional shipping costs, including comfort or express service cannot be refunded.
The ordered goods were not delivered damage or otherwise do not meet quality standards? Please contact in the first instance our customer service by email or telephone, quoting your order number and with details of the problem. In case of a quality deficiencies we can organize the return and exchange of the goods. In such cases the return shipment is also free of charge for corporate and commercial customers. In the case of transport damage which is visible from the outside, please inform the delivering logistics partner directly upon recipe and contact our customer service team. If the goods are clearly damaged, you can also refuse to accept the delivery. If the damage is only visible upon unpacking the goods, so-called concealed transport damage, please inform our customer service team within 7 days.
* Consumers 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.