How do I start a return?Updated a month ago
Withdrawal within 14 days
As a consumer in the EU, you can withdraw from your purchase within 14 days of receiving it, without giving a reason. A clear statement is all it takes, for example:
- via "Withdraw from contract" at the bottom of every page of our shop,
- by email to [email protected],
- by post to HOUSE OF KONZEPT GmbH, Am Sand 2, 91757 Treuchtlingen, Germany.
Full details are in our right of withdrawal.
Registering a return
The easiest way is our returns portal.
- Open the returns portal: https://industrialkonzept.com/return
- Enter the email address used for the order and the order number.
- Select the items you would like to send back.
- You will then see the right return address.
Return label
Where the portal offers it, you can buy a label there directly. Otherwise please send the parcel yourself to the address shown. The cost of returning the goods is borne by you.
Larger pieces are returned by freight; in this case, please get in touch with us briefly beforehand.
Please, when sending back
To make sure your return reaches us in good condition, please send the goods back unused, complete and well padded in their original packaging. For any loss in value resulting from handling beyond what is necessary (e.g. signs of use, damage, missing parts) we will have to claim compensation. Please don't add anything else.
What is excluded
The right of withdrawal does not apply to contracts for the supply of goods which are made to the consumer's specifications or are clearly personalised. This applies in particular to personalised products and items made to your specifications (made to order), for example in a custom size or colour of your choice, with a cover or fabric of your choice, or in an individual configuration.
Refund
The refund is made using the payment method of your order, no later than 14 days after we receive your withdrawal. We may withhold it until the goods are back with us or you have shown that you sent them.