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Returns

RETURNS WITHIN GERMANY

An item doesn't fit or you don't like it? then you can return your order to us within 14 days from receipt. We cover the direct costs of a return delivery within Germany for a product value of 40,00 EUR and over. You will find everything you need for this in the package you received: Simply fill out the return form, affix the return label to a shipping package and drop off your shipment at the nearest DHL shipping point. Please remove or paste over other address labels. Here you can find all DHL locations near you
NOTE: Please do not send the package as pay on delivery. Please also refrain from using express shipping or other services, as we can not cover the cost for them. Please do not forget to save your receipt and post slip until the package has arrived at our warehouse and your money has been refunded or goods have been exchanged.

An overview of our return policy (Germany):

  1. Fill in your data, item details and reason for return on the enclosed return bill.
  2. Pack the article incl. return bill properly in a shipping box - the product packaging (e.g. shoe box) does not count as a shipping box.
  3. Stick the return label on the shipping box and take the parcel to the nearest DHL drop-off point; keep the delivery receipt. 
  4. If you wish to exchange an item, please order it again on our homepage or contact our service team directly at service@gate194.berlin.

 

RETURNS FROM ALL OTHER COUNTRIES

Unfortunately, we cannot offer free returns outside of Germany. Orders must be returned at your own expense if you wish to return them. Please contact our service team before returning your order so that we can reserve replacement items for you. We recommend insured package services!
Note for non-EU customers: Please write on the package that it is a return and include a copy of our invoice in the package. Otherwise, we cannot accept the package.

 

COMPLAINTS

We pay attention to quality when selecting our products. However, if a product does not meet our standard, you can complain about the item within the statutory warranty period of 24 months (§ 438 BGB). Defective items and poor product quality are unpleasant - especially if you have firmly planned with your new goods. We always recommend to clarify a complaint with us in advance and promise to find a quick, acceptable solution together. Please contact our service team, who will be happy to help you.

ATTENTION: Please note that normal wear and tear does not have to be a defect and articles with very heavy use may not survive the legal warranty period.

The essentials of the statutory warranty period at a glance:

  1. There needs to be a material defect, in other words, the article has to have been damaged in production or transport. Damages due to wrong or too intense use, for example, are not covered.
  2. If a material defect is present within the first six months, the law states that the defect must have been present at the time of sale, and the seller is required to dispute this, should they deem it necessary.
  3. The buyer must allow the retailer or the producer the right to replace or repair (§ 439 BGB).

 

REFUNDS

As a retailer, we are legally obligated to provide you with a replacement (in the case of an exchange) or a refund of the purchase price within 30 days of receipt of the return. Experience has shown that this process takes mostly one week or less from the time you deliver your parcel to the shipping service. However, in individual cases or in the event of an increased volume of returns, we may not be able to meet our self-imposed standard of one week and in exceptional cases, it may take up to 14 days. We ask for your understanding of this. The refund will be made by the original payment method you used for your order. 

You would like to inquire about the status of your return? Then please contact our service team at service@gate194.berlin.

EXCHANGES

Within two weeks (from receipt of the goods until the return of the goods), you can exchange your ordered items for another item or size free of charge. For an exchange it is always recommended that you contact our service team via service@gate194.berlin. This way we can reserve the desired alternative for you directly.

NO DELIVERY

Unfortunately, it can happen in rare cases that the delivery of your order is not possible due to an incorrect delivery address or the shipping company can not find the address. In such cases, the shipment will be returned to us. If we do not receive any information from you about this, we will refund the purchase amount via the original payment method after receiving and processing the return. If you inform us in time before the return shipment arrives, we will be happy to resend your order to you free of charge. Simply contact our service team at service@gate194.berlin.