Complaints, right of withdrawal and returns for consumers or business / business customers

Complaints by consumers or business / business customers

If you have a reason to complain because:

your package(s) or item(s) arrived damaged,
an item is not working,
accessories are missing,
or you have received the wrong item,

we would like to sincerely apologize in advance for the inconvenience. Of course, we will assist you in such cases. Please contact our service team directly using one of our contact options.

In order to initiate the claim with the supplier or manufacturer, we need the following information, which you should provide directly in the contact form:

your order or customer number,
the article number,
a description of the defect: Please provide a precise description of the defect in the message field,
in the case of malfunctions: How and where was the device used?
in the case of visual damage: Please send us a photo.

After you have submitted the message via the contact form, our team will take care of your complaint as soon as possible and contact you. No further separate message from you is required. Please note that we also have to have the damage checked by the supplier or manufacturer. Therefore, please allow us 7-10 days to inform you. Thank you for your understanding and patience!

All information about the warranty can be found in our terms and conditions. Please also note the individual guidelines of the manufacturers and the statutory warranty periods. If the statutory warranty period has already expired, the manufacturer may provide a cost estimate after assessing the damage. In this case, we will inform you immediately.

Download return slip here:

Download return slip (English)

Returns for companies/business customers

Stecker Express offers you the option of returning goods up to 30 days after delivery. Please note that this is a voluntary service to which you have no legal entitlement.

Returns are only possible for items that have not been individually customized or specially manufactured to your specifications, such as assembled or cut products, custom-made products or special enclosures. The goods must also be in perfect, saleable condition and in the original sealed Stecker Express packaging.

After a successful return, you will receive a credit note for the value of the goods, minus a restocking fee. This credit note will be offset against future purchases or orders. Please understand that no cash payment will be made. The restocking fee is 20% of the value of the goods, but at least €30.

Unfortunately, shipping costs cannot be refunded. Before returning the goods, we ask that you contact our service team. In addition, the use of a completed return slip is mandatory for processing.

Right of withdrawal for consumers

(1) Consumers, but not entrepreneurs, have a statutory right of withdrawal of 14 days. The following cancellation policy is aimed exclusively at consumers. The right of withdrawal does not apply to distance contracts for goods that are not prefabricated and in the manufacture of which an individual selection or destination by the consumer is crucial or that have been specially tailored to the personal needs of the consumer. It also does not apply to goods that can spoil quickly or whose expiry date is soon to be reached. Furthermore, there is no right of withdrawal for goods that are not suitable for return after removal of the seal for reasons of health protection or hygiene or if the goods have been inseparably mixed with other goods after delivery.

(2) Please contact our service team at info@stex24.com for returns. You will receive further instructions and a return label. We recommend that you use this return label and return the goods in the original packaging. However, neither contacting the service team nor using the return label or returning the goods in the original packaging is mandatory to exercise your right of withdrawal.

Cancellation policy

Right of withdrawal

You have the right to withdraw from the contract within 14 days without giving reasons. The withdrawal period begins on the day on which you or a third party named by you, who is not the carrier, has received the last goods. To exercise your right of withdrawal, you must inform us,

Stecker Express GmbH
Lembergstr. 52
72766 Reutlingen
Germany
E-Mail: info@stex24.com

by means of a clear statement (e.g. by letter, fax or e-mail) of your decision to revoke. You can use the model withdrawal form at the bottom of this page, but this is not mandatory.

Please do not send any returns to the above address without first consulting us. You will receive a free return label from us.

Consequences of revocation
If you revoke the contract, we will refund all payments received from you immediately and at the latest within 14 days of receipt of the declaration of revocation, with the exception of the original shipping costs. We will use the same means of payment for the refund as you used for the original transaction, unless expressly agreed otherwise. Under no circumstances will you be charged any fees for the repayment. We reserve the right to withhold repayment until we have received the returned goods or you have provided proof of return, whichever occurs first.

The goods must be returned to us immediately and in any case no later than 14 days after your revocation. The deadline is met if you send the goods before the deadline. Goods that cannot be shipped as parcels will be picked up from you by a forwarding team. You bear the costs for the return of freight goods yourself. These are on average between €70 and €150.

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to ascertain the nature, characteristics and functioning of the goods.

The average processing time for returns, including reimbursement after receipt at the warehouse, is currently approximately 7-10 business days. It is not necessary to contact us.
End of cancellation policy

Voluntary 30-day return policy

(1) For all products that you purchase through our online store, we also offer a voluntary right of return of 30 days from receipt of the goods. To exercise this right, you must return the goods to us in an intact and complete condition and in the original packaging within 30 days. To return an item, please contact our customer service team at info@stex24.com for further instructions and a returns label.

(2)If you exercise your voluntary right of return, we will refund the purchase price, but not the original shipping costs. The refund will be made to the account you used for the payment.

(3)The voluntary right of return does not apply to orders that have been placed on the basis of an individual offer and concern goods that are not available in our online shop.

(4) The voluntary right of return exists in addition to your statutory rights, such as the right of withdrawal and the warranty rights. These statutory rights are not restricted by the voluntary right of return and remain unrestricted.

Please do not send returns to the various addresses. Returns are to be sent exclusively to:
Stecker Express GmbH
Returns Department
Sandweg 2
72829 Engstingen / Kohlstetten
Germany

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Specimen revocation form

If you wish to revoke the contract, please fill up this form and return it.
To:
Stecker Express GmbH
Lembergstr. 52
72766 Reutlingen
Germany
E-Mail: info@stex24.com

I/we* hereby revoke the contract concluded by me/us* for the purchase of the following goods:
_____________________________________________
_____________________________________________
_____________________________________________

Ordered on: ___________________
Received on: ___________________
Customer number: ___________________
Order number: ___________________
Name of consumer: __________________________
Address of consumer: _______________________
_____________________________________________

Signature of consumer:
_____________________________________________
(only for paper-based notification)
Date: ___________________

*Delete as applicable