Returns

How to Return or Exchange a Product

You may return or exchange a product without giving reason from the date of the dispatch confirmation up until 14 days after you receive the last product of your order. To be eligible for a return, your product must be in the same condition that you received it, unused and unopened, and in its original packaging. You will also need to provide a receipt or proof of purchase.

To start a return or an exchange, you can contact us on +43 664 4673638 or at office@susannekaufmann.com and we will provide you with instructions on how to send your package. Alternatively, you may complete this form. You must contact us within 14 days of receiving the last item of your order. All products must be returned to: Grieshaber Logistics Group, LPH_RETOURE 3/Susanne Kaufmann, Warmbacherstraße 80, 79618 Rheinfelden (Baden), Deutschland. The direct cost of returning a product must be paid by you. We ask for your understanding that we are currently unable to accept returns with the shipping service provider HERMES.

Damages and Issues

Please inspect your order upon reception and contact us immediately if a product is defective, damaged or if you receive the wrong item/s.

Exceptions / Non-Returnable Items

Unfortunately, we cannot accept returns on gift cards.

Refunds

We will notify you once we have received your returned product. If your return is approved, we will process your refund as soon as possible (and in any event within 14 days after the day on which we receive the product back from you) on your original payment method. Please remember that it can take some time for your bank or credit card company credit your account.

In the interests of preventing or investigating fraudulent activity: (a) we may contact you regarding returns activity which is suspicious, and/or (b) we reserve the right to deactivate any account which is engaged in suspicious activity.

Please refer to clause 14 of our Terms and Conditions of Sale for further information relating to your cancellation rights.

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