Returns and refund


Simply download an electronic parcel mark in your customer area if you wish to return a parcel. Furthermore fill the added return slip and place it in your return parcel.

For the returns we can send you an electronic parcel label via email (on request also via post), with which you can yield to the post office.

Please note that the parcel mark is not valid for bulky forwarding articles. Articles, which are delivered by such forwarding for huge items are also sent back, by such a company. The forwarding company will contact you by phone for revocation reasons and make up a specific date. Please do also contact our customer service if you have a transport date for the shipping.

Please note following points:

  • Do not send goods back without postage!
  • Attach a copy of the calculation with a comment to the shipment or the added returns document.
  • Make sure that the good is returned unused and in intact original packaging.

A non-observance of that above mentioned point does not restrict your right of withdrawal!

How do I receive an electronic parcel mark?

You have the possibility of downloading and printing the according parcel mark for every sending from your customer area in the Connox Living Design Shop. First log in into our homepage (, in the customer area with your customer name.

Click now in the left side on the “Invoice” button. There are all the invoices of your past shopping. Now you have the option of viewing single invoices and downloading according parcel marks as PDF documents. The parcel mark is on the right side beside the invoice, marked “Returns Mark”. If you want to send your parcel back, open the according parcel mark, print it and paste it on the parcel. Now send it back to us by post.

Please note that the parcel-mark is only valid in Europe.

We can also send your parcel mark via email or post upon request.

Who bears the shipping charges in a return?

We bear the costs of return shipments for parcel-sized goods, which we usually forward via DHL.
You will bear the shipping costs of return shipments for non-parcel-sized goods: these are products we usually forward with freight forwarding companies.

Please also read the point 6. “Set-off and right of detention” General business conditions.

Where can I take my parcel to return it?
You can drop your parcel off at your nearest DHL Service Point. Simply enter your postcode on the DHL website to find your nearest location.


In case that the ordered article is not in compliance with your wishes and you want to resend it for this reason, your credit will be refunded. The refund will occur immediately after your resending arrived and has been processed by us. Your credit will naturally be transferred back to the account from which you paid the article.

What happens with my credit after I sent a product back?
If you sent back an item you bought in our online shop, the amount you paid will generally be returned. The credit can also be returned in form of a new order. This must be expressively wanted from you.

Please note that we need your bank data to refund your credit.

If you ordered a product of Connox via Amazon, your credit will be refunded. To use it for another order isn’t possible in this case. The amount of another order or of the same item with a different colour or size must be paid again to Amazon.

Complaints and transport damages

Besides the right of withdrawal we also offer the possibility of exchanging the items you don’t like by other articles. If an ordered item doesn’t fit your demands, if you want to order another size or colour or if you wish to get a completely different product, it won’t be a problem at Connox.

You will also be able to make use of this right during 4 weeks after you received the goods – otherwise we will refund the amount you paid.

If the amount of the ordered goods exceed the price of the items you’d like to receive instead, we will transfer the exceeding amount to your bank account.

If the new item you choose in order to be exchanged, you must transfer the difference amount to our bank account.

How do I exchange an item?
Please contact us via phone or email before you send a product back. This avoids unnecessary costs which we might charge you for.
We will send you an electronic parcel stamp via email (or by post if requested), with which you will be able to pick up the parcel at the post office.

Please note that the parcel stamp cannot be used for bulk mail. Products that are sent with freight forwarding companies are also picked up by freight forwarding companies. The company will contact you via telephone in order to make a date. Please contact the service centre in such a case.
As soon as we got your returned parcel, we will refund amounts you already paid or pay new products you choose with it. Please DON’T cancel debit and credit card payments, in order to avoid unnecessary service amounts.

Please note the following points:
- Please don’t send goods back without the correct amount of postage!
- Please always include a copy of the invoice with a note in the return.
- Please note to send the goods back without having used them before and without any damages caused by you in the original packaging.
If you disregard the points above, the right of withdrawal won’t change! But we might charge you with additional costs for not prepaid parcels and for costs of new packaging. Your legal rights of defects remain unchanged if the goods were already damaged before you received them.

Your legal right of withdrawal remains unchanged regarding the possibility of exchanging goods, of course.


Right of withdrawal for customers

Consumers have the right of withdrawal according to the following conditions, whereby a consumer is every natural person who concludes a legal transaction which is not mainly attributed to commercial or independent professional activities.

Right of withdrawal:
You have the right of cancelling the contract within one month without giving any reasons. The time limit starts the day

• you or a third party named by you, who is not the carrier, take/s possession of the goods, if you ordered goods within a common order and the goods are standardized delivered;
• you or a third party named by you, who is not the carrier, take/s possession of the last good you ordered within a common order and the goods are delivered separately;
• you or a third party named by you, who is not the carrier, take/s possession of the last part of goods you ordered within a common order and the last good is delivered in separate parcels.

You must inform us about your decision of cancelling the contract with us with an explicit explanation (e.g. with a letter to be sent through the post, via telefax or email) to

Connox GmbH, Aegidientorplatz 2a, 30159 Hanover, telephone number: +44 (1603) 733366, email:

in order to exercise this right. You can therefore use this model withdrawal form, but please note that this one isn’t prescribed.

To maintain the withdrawal time limit you must only send us the message about the exercise of the withdrawal right before the time limit runs out.

Consequences of a withdrawal

If you cancel a contract, we are obliged to refund all the payments we received from you immediately, including delivery costs (except for the additional costs that result from your choice of a different kind of delivery than the one we offered, which was the most favourable standard delivery), within a maximum of fourteen days starting the day we received your explanation about the withdrawal of the contract. We use the same payment method you used for the original transaction to refund the paid amounts, unless we explicitly arranged a different payment method with you; you won’t be charged with any additional costs for this refund.

We are in the right of denying the refund until the goods you sent back arrive in our stock or until you proved that you sent the goods back, according to what occurs sooner.

You are obliged to send or give the goods back to us until a maximum of fourteen days after the day you informed us about the cancellation of the contract. The time limit is maintained if you send the goods back before the period of fourteen days ends. You will be responsible of the costs of returning parcel-sized goods.

You will also be responsible for the immediate costs of returning non-parcel-sized goods. Those costs are estimated to be about 130.00 GBP.

You must only pay the loss in value of the goods if it resulted from the handling other than it was necessary to ascertain the construction, quality and function of the goods by you.

Please note that the customer has no right to withdraw from the contract in case of deliveries outside of the European Union, excluding Switzerland!

Please read for this also the point "6. revocation instruction" our General business conditions.

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