Consumers usually have a 14-day cooling-off period for online purchases.
After withdrawal, consumers generally have another 14 days to return goods.
Defective or incorrectly delivered products follow the warranty or service process.
Consumer withdrawal right
A consumer may generally withdraw from an online purchase without reason within 14 days after receipt. For separately delivered goods in one order, the period may begin after receipt of the final item where required by law.
How to notify us
Use the contact form or an unambiguous statement including name, order number, products and receipt date. The statutory model withdrawal form may also be used. Returning a parcel without notice may be insufficient.
Returning goods
After withdrawal, the consumer generally returns goods within 14 days, securely packaged and with the order reference. The consumer is responsible for diminished value caused by handling beyond what is needed to establish nature, characteristics and function.
Return costs and refund
Direct return cost is paid by the consumer where disclosed before purchase. For verified incorrect or non-conforming delivery, Itronecs covers reasonable return cost according to instructions. A valid refund, including standard outbound delivery where legally required, is processed within the statutory period, but may wait until goods or dispatch evidence is received.
Exceptions
Withdrawal may be legally excluded for custom-made goods, unsealed software, fully performed services after required consent and other statutory exceptions. Any applicable exclusion is disclosed before purchase.
Business returns
Business customers have no automatic consumer cooling-off period. Request return authorisation first. Acceptance, costs, restocking and condition are determined by the quote or individual request.
Defects and transport damage
Use the Warranty and RMA Policy for defects. Report transport damage or incorrect delivery promptly with photos, packaging, serial number and order reference.
Contact Itronecs and include the policy title and subject of your question. Statutory rights that cannot legally be restricted remain fully applicable.