Complaints & Returns

Complaints & Returns,

We would regret if something was not delivered properly, we will resolve any problems as soon as possible, in consultation with you. Please report products within 48 hours after receiving customer . If a complaint requires a foreseeable longer processing time, the entrepreneur will reply within 14 days with a notice of receipt and an indication when the consumer can expect a more comprehensive response.

If defects have not been reported within 48 hours, it is no longer possible to recover damaged or unpublished items on

You are obliged to inspect the delivered products immediately upon receipt. Any defects you need to report within 48 hours via customer . Please provide proof of proof, if possible, and order number.
If it has been shown that the products do not conform to the agreement, has the option to replace the products concerned with the return of them by re-entering new products or reimbursing the invoice value.

For all your comments or comments, use our complaint form via the ticket system under your account, clearly stated herein,

  • A description of your complaint or remark
  • Your order and invoice no.
  • The date of receipt of products
  • Which carrier has delivered it
  • Your NAW data plus tel.


Products that describe in the description that it is perishable where is either fresh or custom made product and therefore vulnerable and / or specially ordered items are Excluded from the right of return and can therefore not be returned in any way. Wood and laminate floors, underlayings, glue, oils, lacquers, waxes, chemicals, maintenance products, special tools and related products that must be ordered. Specially ordered items are excluded from the right of return.

In order to cancel, you must log in to your account ( logged in as a customer ) within 14 days of receipt and send a ticket containing the notification return and description products with order number and name or email if you do not have an account ( logged in As a guest ) to customer In this email you must enter your name, order number and (if applicable) your bank details. You also indicate that you wish to cancel your order in accordance with the law purchase remotely.
You will be sent an email with confirmation of return notification after receipt. You must return the return form and complete it at the bottom of this page, please add it to the products. After returning (by mail) 14 days to return the package.

If your request meets the above, you will receive a confirmation with the return form and the address to which you can return your order.


It is up to you to pack the products well and remove the old shipping sticker before a new label is added, and at the return address can only be delivered to You must keep the return voucher of the well.
Any damage and leakages upon return will be done by Wise to send this insured.

As soon as we ship your shipment in its original state (Return shipments will only be accepted if the packaging and its contents of the product are undamaged, unopened, not exposed to excessive humidity, or otherwise exposed to harmful effects from the outside) Received a return. If it is suspected that the product has already been opened and / or used or damaged by the customer's fault, reserves the right to grant no or only partial refund of the order amount. The new (return) and shipping costs are for your account.

You can choose between the so-called "big credit" and hold a credit with us and get your next credit order, you will then receive an update on the remaining "store credit".
If you choose to return the money, this will be refunded within 14 days using your payment method .

Items that are sent without consultation and not through our return procedure will not be processed.

Download the return form here.

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All expressions are subject to printing and typing errors.