Returns and Complaints

Returns after Cancellation

You may cancel a distance contract within the statutory cancellation period. Details regarding the deadline, procedure, and consequences can be found in our separate cancellation policy.

How to proceed with a return

1. Declare cancellation

Inform us clearly of your cancellation by email or letter. The model cancellation form may be used, but it is not mandatory.

2. Pack goods securely

Pack the items so that they are not damaged during transport. If possible, use the original packaging and, for shoes, an additional shipping carton. The shoe box must not be taped directly or used as shipping packaging.

3. Stamp the shipment sufficiently

The direct costs of the return are borne by the customer. Please choose a suitable shipping method, preferably one that is traceable.

4. Send off the return

Send the goods back no later than 14 days after declaring your cancellation.

5. Keep the proof of shipment

Keep the proof of shipment or postage receipt until the refund process is complete.

Return address

Felix Horsch

Lindenspürstr. 20
70176 Stuttgart
Germany

Return costs

The direct costs of the return are borne by the customer. A free return label is not provided. Unpaid or insufficiently stamped shipments may cause additional costs. If an unpaid shipment is accepted, the actual additional costs incurred may be deducted from the refund amount, insofar as this is legally permissible.

Condition of returned goods

You may inspect the goods to the extent that would be possible in a retail store. Shoes should only be tried on clean surfaces. Please avoid signs of use, dirt, odors, damage, and the removal of permanently attached labels. Your right of cancellation is not automatically lost due to such traces; however, in the event of handling that goes beyond the necessary inspection, a statutory claim for compensation may arise.

Original packaging

Returning items in their original packaging is not a prerequisite for exercising the statutory right of cancellation. However, as the product packaging – especially the shoe box – may be part of the goods and possesses economic value, we request that you return it carefully in an undamaged state and inside an additional shipping container.

Refund

The refund will be made in accordance with the cancellation policy, generally using the same payment method that was used for the order. We may withhold the refund until we have received the goods back or until you have provided proof that you have sent the goods back, whichever occurs first.

Exchanges

An immediate exchange cannot be guaranteed for organizational reasons. If you would like an item in a different size, color, or version, please return the unwanted item within the scope of the cancellation policy and place a separate order for the new item. This allows you to see immediately whether the desired item is available.

Complaints regarding defects or incorrect deliveries

In the case of a defective, damaged, or incorrectly delivered item, please contact our customer service team before returning it. Describe the error as accurately as possible and include meaningful photos where applicable. The statutory warranty rights apply. The costs of a justified return due to a defect or an incorrect delivery will be handled according to legal regulations.

Unaccepted returns

Shipments that are clearly not addressed to us, contain dangerous or prohibited contents, or cannot be assigned to the returned order may be refused or set aside until clarification. Please include an order number or other clear identification information.

Contact

Email: info@horsch-schuhe.de