If you cancel your order, the online shop must generally reimburse the shipping costs you’ve incurred. Exceptions are premium shipping methods additionally booked by the consumer: Non-standard shipping costs must not be reimbursed by the online shop.
For more information, please contact the online shop first.
If you have activated the Trusted Shops guarantee and think you are entitled to a refund, you can report this in your My Trusted Shops member area one week before the guarantee expires. You will receive an automatic reminder by e-mail before the guarantee expires. In this case, your guarantee will be extended for a further 30 days. If the shop doesn’t refund the price to you within these 30 days, you can file a refund application with Trusted Shops.
A list of certified online shops with the corresponding contact data can be found here:
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