Each online shop has its own return policy, which can be found in their cancellation policy. The return policy also specifies who has to bear the return costs. If no information on return costs can be found in the cancellation policy, the online shop must bear these costs.
For further information, please contact the online shop first.
If you have activated the Trusted Shops guarantee, please inform us in your My Trusted Shops member area that you haven’t received the complete refund. You will receive an automatic notification by e-mail before the guarantee expires.
A list of certified online shops with the corresponding contact data can be found here: