Returns & Complaints
Return
Return
At WS Weinmann & Schanz you buy without any risk! If an item does not meet your expectations, you have the right to return it within 14 days. You can return all unused items in their original packaging. The items must also be in perfect condition. Mandatory for the return shipment is a sufficient external packaging of the goods. The originally used shipping material can be used for this purpose.
The return of items by parcel service is free of charge within Germany. It will be charged to you from abroad. If you wish to return an item within the specified period, we will collect all returns from you free of charge (except from abroad). This is particularly time-saving and practical for you. It is important to declare the return in advance. A copy of the return voucher must be packed with goods. Please use the return form below for an easier process.
To ensure that the return of parcelled goods runs smoothly and that we can process the return quickly, please note the following points.
Tips for safe packaging
To ensure that the returned goods reach us undamaged, they must be packed securely for transport. As a matter of fact, the Weinmann & Schanz shipping packaging in which the corresponding items were delivered is suitable for this purpose. Please make sure when packing the return that the items cannot be damaged due to knocks or pressure on the parcel during the forwarding process.
To protect the goods from damage, you may use, for example, the filling material already contained in the original Weinmann & Schanz parcel. Materials such as bubble wrap, foamed polystyrene, packing paper or crumpled newspaper are also suitable for filling the parcel for the return shipment.
Register return shipment: Please always register returns in advance. You'll find all important contact details for returns as well as our returns form further below.
Check Package Content: Please check that all goods intended for return are in the parcel. Please also check that they are all in their original packaging.
Parcel packing: To avoid damage during transport, returns must always be packed securely for transport. You may use an undamaged original box from Weinmann & Schanz, for example.
It is just as easy to return cargo shipment as it is to return parcels goods. However, we have to charge you for the return of cargo shipment.
Returns of cargo shipments within Germany will be charged 40,00 Euro.
Returns from abroad must be calculated. Please be sure to contact us in advance regarding the return of cargo shipment. You'll find all important contact details for returns as well as our returns form further below.
Please do not return cargo shipment on your own authority.
Goods sent directly from the manufacturer are generally excluded from returns. Please refer to the corresponding pictograms on the respective item. If, exceptionally, it is possible to return an item, the returns procedure is just as simple as for other goods of our range. The return of a direct delivery from the manufacturer is usually carried out in the same way as the delivery. We contact the supplier and arrange the collection of the goods.
Some of the items available from Weinmann & Schanz are considered to be dangerous goods. These may include, for example, highly flammable liquids or gaseous substances, as well as batteries or accumulators. These goods can present specific risks, especially if they are damaged or mixed with other substances. For this reason, the shipment of these items is sometimes subject to certain conditions, which must also be observed when returning the goods.
i) Undamaged dangerous goods
Dangerous goods that are not damaged can be returned to us. Please always declare all types of dangerous goods to our customer service department. Never return dangerous goods without declaring them. If possible, pack dangerous goods intact and intended for return in their original packaging. Our customer service team will be happy to advise you on the return of dangerous goods and to discuss all subsequent steps with you.
To return dangerous products, care must be taken to ensure that the products cannot slip or move inside the packaging. Any gaps inside the package should be filled with packing material. The materials originally used to ship the items can be used for this purpose. Other suitable filling materials may also be used.
Once the goods are packed and the shipping packaging is carefully sealed and taped, please label the parcel with the dangerous goods in accordance with the regulations. Therefore, please use the label received for collection or print out the corresponding label for dangerous goods.
ii) Damaged dangerous goods
Please note that damaged dangerous goods can not be returned under any circumstances!
Please contact us if you have any questions regarding the return of dangerous goods.
Please note:
- Unfortunately, we cannot accept unannounced returns as well as goods returned by yourself.
- Special items or items that are clearly excluded from return cannot be taken back by us. This expressly applies to all items marked "Return excluded".
- Goods with labels such as "Shipping is done by the manufacturer, a return of these items is unfortunately excluded" will not be taken back.
- The right of return expressly does not extend to items that were already installed.
- Incomplete goods or parts without original packaging cannot be returned.
- If returned goods are damaged during return shipping due to defective packaging, these items cannot be credited either.
- Freight forwarding goods are excluded from free collection, but can be picked up from you for a fee on request.
General return instructions
- Outer packaging: If possible, use the Weinmann & Schanz original shipping packaging to return the item. If the item has been sent to you without other shipping packaging in the product packaging, this is also the transport packaging for the return.
- Position: Make sure that the product cannot slip or move in the shipping packaging (please place the product upright and centrally and fill any free spaces with additional packaging material).
- Products filled with liquids must be securely sealed and protected against leakage (please pack and glue in a poly bag if necessary) to prevent the contents from escaping during transport.
i) Complaints about products
In our assortment you will find only high-quality products and durable branded items from renowned manufacturers. In rare cases, however, it may happen that a delivered item does not work as intended. If this is the case, we will pick up the defective goods free of charge and arrange for further processing with the manufacturer. You don't have to worry about anything. We will be happy to assist you with the return of technically defective products in the course of a complaint by phone or e-mail.
Please always pack defective items carefully and securely for free collection by our logistics partners. As a rule, the shipping packaging in which you received the goods to be complained about is suitable for this purpose. In addition, shipping in another suitable shipping packaging with sufficient stability is possible. Please make sure that the complained goods cannot slip or move within the shipping packaging.
For this purpose, it is a good idea to place the corresponding item in an upright and central position. Any free spaces within the shipping packaging should be filled with additional packaging material and padded for transport.
To ensure that complaints are processed quickly and smoothly, we provide a complaint form that you can conveniently fill out online. Please fill out the complaint form completely and as intended so that your complaint can be processed quickly. We will have the complained article picked up from you. Please make sure to include only complained items in the package. We then submit the defective item as well as the completed form to the supplier immediately. We will notify you as soon as we have received a test report or a statement from the manufacturer.
Although we as a company are concerned about the proper shipping of the ordered goods, we can also make mistakes. This can lead to incorrect delivery. Incorrect deliveries include items that you have not ordered. Although you ordered the right item, a completely different one was delivered. In such a case, please contact us immediately and we will take care of a prompt exchange for the correct item. After internal inspection, we will have all defectively delivered goods picked up promptly and, of course, free of charge.
Please only include incorrectly delivered products in the package. If you have any questions about complaints about incorrect deliveries, please do not hesitate to contact us by phone, fax or e-mail.
If you still want to keep the incorrectly delivered items, the goods can also be recharged on request. Please pack the defective items carefully and completely for the return. As a rule, the shipping material in which the incorrectly delivered goods were also delivered is suitable for this purpose. Other suitable packaging materials can also be used. The goods should be packed in such a way that they cannot move and slip inside the shipping packaging.
As a company, proper shipping of the goods offered is particularly important to us. Nevertheless, in individual cases it may happen that ordered goods are not part of the delivery. Please contact us immediately if you notice shortages within a delivery.
In the course of complaining about shortages, please note whether all packages and partial deliveries from an order have arrived at your doorstep. Please also pay attention to whether other products were incorrectly supplied instead of the ordered ones, which led to the shortage. Please also check whether a package from the respective order is damaged or has been reglued. After your inspection request, we will process the complaint regarding displayed shortages in a timely manner and solve the problem at hand.
We are available for you at any time during our business hours by phone, fax or e-mail
ii) Complaints about transport damage
Type of transport damage
The packaging is obviously damaged from the outside?
Please refuse to accept the goods and inform us immediately by phone at +49 (0) 7433 9892-12 or send us an e-mail to verkauf@weinmann-schanz.de
Do you want to accept the shipment despite damage?
Please note the following information on the proof of delivery/delivery note/freight document: date, time and truck registration number. Please be sure to have the driver acknowledge the damage.
Please send us your damage report including pictures within 5 calendar days of receipt of the goods. The outer packaging, the shipment label and the defective goods must be recognizable in the pictures.
Please always inform us by phone at +49 (0) 7433 98 92-12, by e-mail or fax +49 (0) 7433 98 92-92 as soon as you have noticed damage after inspecting the goods. The shipment was to be checked in the presence of the driver.
What to do in case of transport damage?
Please note that if the statutory reporting deadlines for transport damage are missed in accordance with §§438 et seq. of the German Commercial Code (HGB ), no claims can be asserted against the carriers.
In all cases, the transfer of risk of the delivery is transferred to the buyer when the goods are handed over to the freight forwarder or carrier. You are legally obliged to immediately inspect goods for quantity, correctness and defects. If the notification has not been sent to us by the expiry of the deadline, the goods shall be deemed to have been approved free of defects.
Please note that pictures of the damaged goods, the shipment label and the outer packaging are mandatory for a transport damage report. Without pictures, no damage can be reported to the carrier.
IMPORTANT: Damaged goods must NOT be assembled!
How do you report the claim?
Please document the damage with photos of the damaged item, outer packaging and shipment label.
Upload the pictures of your complaint and send us the completed form with pictures online within 24 hours or send us the pictures by e-mail.
Handling of dangerous goods
Gas cartridges, batteries, technical sprays - there are many products that need to be handled with care during transport. Once such shipments are damaged, special caution must be taken. You can tell whether a shipment contains dangerous goods by the corresponding marking:
In such a case, please contact our customer service immediately by phone at +49 (0) 7433 98 92-12 and follow our return instructions.
Permission to deliver parcels at a defined location
If you have already agreed a delivery authorisation with a parcel service or transport company, either in writing or verbally, you should be aware that in this case no claim for damage is possible.
This means that as soon as your consignment is delivered to the location you have indicated, you assume full responsibility for it. Delivery can be made without the recipient having to sign for it. If your goods are damaged or lost, parcel companies and carriers are not liable. This means that neither you or WS cannot claim damages from the carriers, unlike without a such delivery permission.
It may therefore be wise to reconsider your delivery permission if you wish to minimise the risks. You may also to consider alternative delivery to your neighbours or similar options.
Contact options
Do you have any questions regarding your return or claim?
Feel free to also contact us by phone, e-mail or fax.
Phone: +49 7433 9892 12
Fax: +49 7433 9892 92
E-mail: verkauf@weinmann-schanz.de
You can reach us Monday to Friday from 7 am to 6 pm.