Returns & Refunds
You can register the return of the order within a 14-day cancellation period that begins with the receipt of the goods. In our international E-Star stores and on all Marketplaces (e.g. Amazon, eBay, FR MP, etc.) we even offer you a cooling-off period of 30 days. In our brand shops (Klarstein, Auna, Blumfeld, Capital-Sports) and our German-language E-Star Shops for Germany, Austria and Switzerland, we offer a cooling-off period of 60 days to cancel. After the expiration of this period, you still have a 2-year warranty, during which we will cover the repair and the return shipping costs of your product. You can find out the exact warranty conditions apply in the respective webshops.
The warranty is guaranteed to customers by law, while manufacturers and retailers offer a guarantee voluntarily. According to the warranty, the customer may complain about defective goods for up to 24 months. A guarantee can in no case reduce or replace the warranty. The warranty, like the withdrawal period, begins when the customer receives the goods. After an exchange or repair, the warranty does not start again. Therefore, for the revocation, warranty and guarantee period, the date of your original receipt of the goods always counts. We always offer our customers an additional manufacturer's warranty. You can find out the exact conditions in the respective webshops. Only in the case of B-goods, we provide a one-year guarantee and warranty.
In case you received only part of the set or some pieces of the product are missing, you should first to check the tracking as this will always update accordingly. Sometimes, our couriers will ship the items in different packages for logistical reasons.
If this is not the case, please contact our customer service. We will provide a solution for you.
If you have received an wrong article, please register a free return within a few clicks on the order details page on our website. You can also download and print the label you need to put on the package to return it and request for a replacement.
If you received more articles than you ordered, please check your delivery and how many packages it consists of. If it is not the case, please contact our customer service, we will send you a label to return the overdelivery for free within a few clicks.
If you discover damage to the product upon opening, please take photos and send them to us. You can request a replacement, a repair or refund.
If the damage only affects your parcel and you would like to return something from that order, you can use any packing material for the return. Register the return online via our self return tool in just 3 easy steps:
The funds will be available in your account within 3-5 working days from the date of your refund request being processed.
We will take back your old appliance free of charge. To make it easier for you, we work together with "take-e-back". You can find the nearest collection point on their website. Disposal instructions: Entsorgungshinweise
We cannot send packaging material. If you no longer have the original packaging, you can use any other standard box to return the item - after all, we want to make it as easy as possible for you. You have all the accessories and parts of your product to deliver together? Great - then just cover or remove the original delivery barcode and off you go.
Please check the carrier on the return label received. As soon as we receive the item we will automatically make all arrangements within 7 to 10 working days.
In the course of your return registration, we will send you a return label with shipment number. You can easily track your shipment via the tracking link.
If you register a return online on the order details page of your order and you have not received a label, please contact our Customer Service. Our team will be able to help you quickly and easily.
If you would like to convert your registered complaint into a refund or product replacement, simply contact our customer service. Our team would be happy to help you.
Nothing could be easier: Simply contact the respective carrier to arrange a pickup. If they do not offer this service, our customer service will be happy to help you: [email protected]
No problem. Simply contact our customer service so that we can immediately contact the warehouse and logistics and clarify your request.
In case you want to change the item received with a different one and you are within the cooling of period, please contact our customer service. We will provide a solution for you.
If the order has not been shipped, it is still possible to cancel the order. Log into your account, go to order field and click cancel.
Please note: All cancellation requests via e mail have at least a 24 hour response time. As most orders are generally dispatched within 24 hours of payment being received, should you wish us to the cancel the order, or should you have issues cancelling the order, it is strongly recommended that you contact us via our telephone service hotline to complete the request.
After receiving payment, we assign a carrier for your order with the information you provided. When the package is already on its way and has tracking information, it is not possible to cancel the order.
If you still don't want to keep your order, please wait until you will receive the item and then register online a return free of charge. You will have the possibiliy to get a replacement or a refund.
In case you are informed that your order was cancelled, it is because of logistical reasons.
The item was no longer available at the time your order was processed.
Normally, our system takes any unavailable items offline immediately. In rare cases, there is a delay, causing the item to remain available for a few hours although the stock was already depleted.
To save you further trouble, your order was automatically cancelled. Your payment was refunded fully via your original payment method.