Returns and Exchanges – Everything You Need to Know

Exchanges and Returns at WIKINGAR (Including EU Regulations)

At WIKINGAR, we aim for your complete satisfaction. If an item does not meet your expectations or you wish to exchange it, we offer a transparent and customer-friendly process. Below, we explain our exchange and return policies, including compliance with German and EU consumer protection laws.

Timeframe for Returns and Exchanges

  • You have 14 days to return or exchange items, starting from the day you receive your order.
  • If you require additional time, please contact us—we’ll do our best to accommodate your request.

Return Shipping Costs

1. General Policy

  • For returns initiated by the customer (e.g., due to personal preference):
    The return shipping costs must be covered by the customer.
  • For exchanges:
    Customers are responsible for shipping costs to return the item to us, but we will cover the cost of sending the exchanged item back to you.

2. Legal Provisions Under German and EU Consumer Laws

  • Right of Withdrawal (Widerrufsrecht):
    Under German and EU law, you have the right to cancel your order within 14 days without giving a reason.

    • If the total order value exceeds €40 or the item was delivered incorrectly or is defective, we are required to cover the return shipping costs.
    • If the total order value is under €40, the customer must pay the return shipping costs unless the item was faulty or not as described.

  • Exceptions to the Right of Withdrawal:
    Certain items are exempt from the right of withdrawal under EU law, such as:

    • Custom-made or personalized products
    • Items that have been used or damaged by the customer

Important Notes on Return Shipping Costs:

  • Use an affordable and trackable shipping method for your return, such as parcel services.
  • Retain proof of shipping to ensure your return is documented.

Return Process

1. Check the Condition of the Item

Ensure the item is in its original, unused condition. If the item is defective, include a description of the issue in your note.

2. Include a Note

Attach a note with the following information:

  • Your full name
  • Your email address
  • The invoice number
  • The reason for the return
  • Your preference: Refund or Exchange
    • For refunds: Specify your preferred refund method (refunds are typically issued via the original payment method).
    • For exchanges: Provide details of the desired replacement item (name, size, color, etc.).

3. Packaging

Package the item securely to prevent damage during shipping. If possible, use the original packaging and include cushioning material for added protection.

4. Shipping

Send your return to the following address:

Paul Straberg
Ploon 9
53332 Bornheim
Germany

Exchange Process

1. Check the Availability of the Desired Item

Before returning your item, check our online shop to see if the desired item is available. If it is not in stock, we will contact you with alternative options.

2. Processing the Exchange

  • Once we receive your return and inspect it, we will ship the replacement item as soon as possible.
  • If the desired item is unavailable, you can opt for a refund or an alternative product.

Processing Times

  • Returns:
    Refunds are typically issued within 7 business days after we receive and inspect your return.
  • Exchanges:
    Processing takes 2–5 business days once your return has been received.

Checklist for a Smooth Return or Exchange Process

  1. Item Condition: Ensure the item is in its original, undamaged state.
  2. Note: Include all required details in your note (name, email, invoice number, reason for return/exchange).
  3. Packaging: Use secure and protective packaging for shipping.
  4. Shipping: Send the return to the provided address above.

Important Considerations for EU Returns

  • Distance Selling Directive (Directive 2011/83/EU):
    If you are returning items from another EU country, the same legal rights apply. The 14-day withdrawal period is valid across all EU member states.

    • We will cover return shipping costs for incorrect or defective items or if your total order exceeds €40 (or equivalent).
    • You must ensure the return is sent in a timely manner and provide proof of shipping.

  • Custom Fees for Returns Outside the EU:
    If you are returning items from outside the EU, ensure the return package is marked as a “return” to avoid additional customs fees or delays.

Contact Us

If you have any questions about our return or exchange process, please feel free to reach out:

Email: info@wikingar.de

Thank you for choosing WIKINGAR! We aim to make returns and exchanges as seamless and transparent as possible, while ensuring compliance with consumer laws across Germany and the EU.