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Returns

1.    Can I exchange a product?

2.    Under what circumstances can I return products?

3.    How can I return something?

4.    How do I proceed in the event of a wrong delivery or complaint?

5.    How and when do I get the purchase price refunded?


1.    Can I exchange a product?

Unfortunately it is not possible to exchange products. Following receipt of the goods you may exercise your right of withdrawal. If you have any modification requests, please place a new order.

2.    Under what circumstances can I return products?

If you are not satisfied with products ordered from the FALLER online shop, you can exercise your legal right of withdrawal within 14 days without giving reasons. The period begins on the day on which you or a third party named by you, who is not the carrier, took possession of the last goods. A prompt dispatch of the return is sufficient to meet the deadline.

For further explanations and information on the right of withdrawal, its conditions and consequences, please refer to the Information regarding withdrawal and the General terms and conditions for orders in the online shop www.faller.de.

3.    How can I return something?

You can return unopened goods to FALLER within 14 days.

You can find a sample withdrawal form here.

Returns from Germany

Please only use the DHL returns portal for return shipments. Print out a return stamp in the DHL returns portal. Stick the return stamp on the package, take the package to a DHL shop and send it back to us free of charge.

Please enclose the reason for return or complaint in the package and add your email address and telephone number for any potential queries. A returns form is attached to the invoice that you received by email.

The processing time is approx. 3-10 working days after receipt of returns.

If the items are as good as new, the purchase amount will be refunded to you via the payment method used for the order.

Go to the DHL returns portal for Germany

Returns from abroad

Please only use the DHL international returns portal for return shipments. Print out a return stamp in the DHL international returns portal. Stick the return stamp on the package, take the package to a DHL partner and send it back to us free of charge.

Please enclose the reason for return or complaint in the package and add your email address and telephone number for any potential queries. A returns form is attached to the invoice that you received by email.

The processing time is approx. 3-10 working days after receipt of returns.

If the items are as good as new, the purchase amount will be refunded to you via the payment method used for the order.

Belgium Go to the DHL returns portal for Belgium
Bulgaria Go to the DHL returns portal for Bulgaria
Denmark Please contact us by email at: vertrieb@faller.de.
Estonia Go to the DHL returns portal for Estonia
Finland Go to the DHL returns portal for Finland
France Go to the DHL returns portal for France
Greece Go to the DHL returns portal for Greece
Ireland Go to the DHL returns portal for Ireland
Italy Go to the DHL returns portal for Italy
Croatia Go to the DHL returns portal for Croatia
Latvia Go to the DHL returns portal for Latvia
Lithuania Go to the DHL returns portal for Lithuania
Luxembourg Go to the DHL returns portal for Luxembourg
Malta Please contact us by email at: vertrieb@faller.de.
The Netherlands Go to the DHL returns portal for the Netherlands
Austria Go to the DHL returns portal for Austria
Poland Go to the DHL returns portal for Poland
Portugal Go to the DHL returns portal for Portugal
Romania Go to the DHL returns portal for Romania
Sweden Go to the DHL returns portal for Sweden
Slovakia Go to the DHL returns portal for Slovakia
Slovenia Go to the DHL returns portal for Slovenia
Spain Go to the DHL returns portal for Spain
Czech Republic Go to the DHL returns portal for the Czech Republic
Hungary Go to the DHL returns portal for Hungary
United Kingdom Go to the DHL returns portal for the United Kingdom
Cyprus Go to the DHL returns portal for Cyprus

Table: DHL International Returns Portal

4.    How do I proceed in the event of a wrong delivery or complaint?

Returns from Germany

Please only use the DHL returns portal for return shipments. Print out a return stamp in the DHL returns portal. Stick the return stamp on the package, take the package to a DHL shop and send it back to us free of charge.

Please enclose the reason for return or complaint in the package and add your email address and telephone number for any potential queries. A returns form is attached to the invoice that you received by email.

The processing time is approx. 3-10 working days after receipt of returns.

Go to the DHL returns portal for Germany

Returns from abroad

Please only use the DHL international returns portal for return shipments. Print out a return stamp in the DHL international returns portal. Stick the return stamp on the package, take the package to a DHL partner and send it back to us free of charge.

Please enclose the reason for return or complaint in the package and add your email address and telephone number for any potential queries. A returns form is attached to the invoice that you received by email.

The processing time is approx. 3-10 working days after receipt of returns.

If the items are as good as new, the purchase amount will be refunded to you via the payment method used for the order.

Belgium Go to the DHL returns portal for Belgium
Bulgaria Go to the DHL returns portal for Bulgaria
Denmark Please contact us by email at: vertrieb@faller.de.
Estonia Go to the DHL returns portal for Estonia
Finland Go to the DHL returns portal for Finland
France Go to the DHL returns portal for France
Greece Go to the DHL returns portal for Greece
Ireland Go to the DHL returns portal for Ireland
Italy Go to the DHL returns portal for Italy
Croatia Go to the DHL returns portal for Croatia
Latvia Go to the DHL returns portal for Latvia
Lithuania Go to the DHL returns portal for Lithuania
Luxembourg Go to the DHL returns portal for Luxembourg
Malta Please contact us by email at: vertrieb@faller.de.
The Netherlands Go to the DHL returns portal for the Netherlands
Austria Go to the DHL returns portal for Austria
Poland Go to the DHL returns portal for Poland
Portugal Go to the DHL returns portal for Portugal
Romania Go to the DHL returns portal for Romania
Sweden Go to the DHL returns portal for Sweden
Slovakia Go to the DHL returns portal for Slovakia
Slovenia Go to the DHL returns portal for Slovenia
Spain Go to the DHL returns portal for Spain
Czech Republic Go to the DHL returns portal for the Czech Republic
Hungary Go to the DHL returns portal for Hungary
United Kingdom Go to the DHL returns portal for the United Kingdom
Cyprus Go to the DHL returns portal for Cyprus

Table: DHL International Returns Portal

5.    How and when do I get the purchase price refunded?

The purchase price shall only be refunded via the means of payment used to make the payment.

The processing time for returns is approx. 3-10 working days after receipt of returns.

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