Returns and Refund
To return items, please use the return shipping label available for download by clicking on the following link.
Please note standard delivery services have a maximum size of 3m in length and girth combined and must be no larger than 1.5 metres in length.
Please proceed as follows:
• Click on "Your Return Documents" under the "Help Topics" heading.
• Enter your invoice number and e-mail address in the fields provided.
• Click on "submit" and you will receive the returns documents by e-mail. Print them out and stick the shipping label on the package you want to send back to Connox.
Address for Returns:
Please also note the following points:
• We do not offer any collection services for parcel-sized goods.
• The merchandise should not be returned without postage.
• Please enclose the completed returns form or a copy of the invoice with a note stating the reason for which you are returning which item.
• Make sure that the goods are returned unused and, if possible, in their original, undamaged packaging.
• The following applies to beauty and wellness products: Products that are sealed must be returned with an intact seal.
• The return shipping label is only valid within the European Union and the United Kingom
Where can I take my parcel to return it?
You can drop your parcel off at your nearest post office.
Who bears the shipping costs for the return?
We bear the costs to return parcel-sized goods. Simply download and print the shipping label from the "invoice" section of your customer account. Upon demand, we can also send your shipping label via email or post. Please note we offer no collection services even in the case of damaged or fincorrectly received goods.
Please also refer to point 5 "Shipment and delivery conditions" and point 6 "Liability for defects" on our general business conditions page.
If an item that you have ordered does not meet your requirements and you return it to us, your money will be refunded. Please note: We send beauty and wellness products in particularly safe protective packaging to ensure that they remain hygienic and undamaged. It is important for the refund that you return beauty and wellness products undamaged in the packaging in which you received them. If they are sealed, the seal must not be damaged under any circumstances.
The amount will be refunded as soon as we have received and processed your return. Your credit will be returned by default to the account with which you originally paid for the order.
Exceptions to this rule can only be made for technical reasons, when your credit card or the 120-day PayPal deadline have expired.
Please note that we need your bank data to refund your credit.
What happens to my credit after returning an item?
If your return an item that you have directly purchased from the Connox Shop, your credit will, in principle, be refunded. However, you do not have the possibility to immediately use this credit towards a new order.
If you ordered a Connox product via Amazon, your credit will be refunded. In this case, the credit can not be used for a new order. The amount towards a different order or the same item with a different colour or size must be paid again to Amazon.
In addition to the right of revocation which you are entitled to as a consumer, we are pleased to offer you the possibility to exchange items that do not suit you with one or more items. You can, of course, also make use of your right to claim in case of transport damage.
As a private individual, you have a right to exchange the goods or ask for a refund within 4 weeks of receiving your order.
In the scope of your right to an exchange, if the purchase price of the article returned exceeds the purchase price of the new article, we will reimburse you the difference after having shipped your new items. If the purchase price of the new item exceeds the purchase price of the returned item, you will be asked to transfer the difference to our bank account before shipping your order.
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 shipping label via email (or by post if requested), with which you will be able to drop off the parcel at the post office. We do not offer any collection services for parcel-sized goods.
As soon as we have received your package, the payment already made will be put towards the new order. In the case of invoices and credit card debits, please DO NOT cancel the payment process in order to avoid unnecessary charges.
Please note the following points:
• Do not send goods back without postage or a CN23 form!
• Please enclose the return form and a copy of the CN23 within the package.
• Please ensure that the goods are returned unused and, if possible, in their original packaging.
Failure to observe the above points does not affect your right of cancellation.
Instructions regarding revocation rights
Right of withdrawal:
The Customer has the right to cancel the contract within one month without giving any reasons. The time limit starts the day that
• he/she or a third party named by him, who is not the carrier, take/s possession of the goods, if he ordered goods within a common order and the goods are delivered conjointly;
• he/she or a third party named by him, who is not the carrier, take/s possession of the last item he ordered within a common order and the goods are delivered separately;
• he/she or a third party named by him, who is not the carrier, take/s possession of the last part of goods he ordered within a common order and the last item is delivered in separate parcels.
Please note that the Customer has no right to withdraw from the contract in case of deliveries outside of the European Union, excluding Switzerland.
The Customer must inform Connox about his decision to cancel the contract via an explicit declaration (e.g. with a letter to be sent through the post, via telefax or E-Mail) to
Connox GmbH, Aegidientorplatz 2a, 30159 Hannover, telephone number: +44 (1603) 733366, E-Mail: email@example.com
in order to exercise this right. The Customer can therefore use this model withdrawal form, but please note that this one isn’t required.
To maintain the withdrawal time limit the Customer must only send the message declaring his intent to exercise of the withdrawal right before the time limit runs out.
Consequences of a withdrawal
If the Customer cancels a contract, Connox is obliged to refund all the payments received from the Customer immediately, including delivery costs (except for the additional costs that result from the Customer's choice of a different kind of delivery than the one Connox offered, which was the most favourable standard delivery), within a maximum of fourteen days starting the day Connox received the Customer's declaration of intent to withdraw from the contract. Connox uses the same payment method the Customer used for the original transaction to refund the paid amounts, unless Connox explicitly arranged a different payment method with the Customer; he will not be charged with any additional costs for this refund.
Connox has the right to deny the refund until the goods the Customer is returning arrive back in stock or until the Customer proves that he has sent the goods back, whichever occurs sooner.
The Customer is obliged to send or give the goods back to Connox before a maximum of fourteen days after the day he informed Connox about the cancellation of the contract. The time limit is maintained if he sends the goods back before the period of fourteen days ends. The Customer will be responsible for the costs of returning parcel-sized goods.
The Customer will also be responsible for the immediate costs of returning non-parcel-sized goods. Those costs are estimated to be about 65.00 GBP inside of Germany and about 130.00 GBP from the rest of Europe.
The Customer must only pay the loss in value of the goods if it resulted from handling other than what was necessary to ascertain the construction, quality and function of the goods by him.
End of the right to cancel
The right to cancel does not apply to contracts for the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.
Please read for this also the point "3. right to cancel" our General business conditions.
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