Cancellation Policy and Return Information

Information for Business Customers (B2B)

The following statutory cancellation policy applies exclusively to consumers within the meaning of Section 13 of the German Civil Code (BGB).

A consumer is any natural person who enters into a legal transaction for purposes that are predominantly outside their trade, business or profession.

An entrepreneur within the meaning of Section 14 BGB, including traders, freelancers, legal entities under public law and special funds under public law, generally has no statutory right of cancellation in relation to distance contracts.

Goods that have been properly delivered and are free from defects are generally not accepted for return from business customers.

Any voluntary return requires the prior approval of ETARI GmbH.

In the event that a voluntary return is approved, the following conditions apply in particular:

• The goods must be complete, unused and suitable for resale.
• The original packaging and all accessories must be included.
• Custom-made goods, individually sourced goods and products ordered specifically for the customer are excluded from voluntary returns.
• The business customer bears the costs of returning the goods.
• ETARI GmbH is entitled to charge reasonable restocking and processing costs of generally up to 20 % of the net value of the goods, provided that such costs have actually been incurred.

Returns sent carriage forward, cash on delivery or subject to any other additional charges will generally not be accepted.

To enable faster identification, customers are requested to include a copy of the invoice or at least the invoice number with the return. This is not a prerequisite for the processing of statutory warranty claims.

Statutory Cancellation Policy for Consumers

Right of Cancellation

You have the right to cancel this contract within fourteen days without giving any reason.

The cancellation period is fourteen days from the day on which you, or a third party designated by you who is not the carrier, took possession of the goods.

Where you have ordered several goods as part of a single order and these goods are delivered separately, the cancellation period is fourteen days from the day on which you, or a third party designated by you who is not the carrier, took possession of the last item.

Where goods are delivered in several partial shipments or pieces, the cancellation period is fourteen days from the day on which you, or a third party designated by you who is not the carrier, took possession of the last partial shipment or the last piece.

Exercising the Right of Cancellation

To exercise your right of cancellation, you must inform us at:

by means of a clear statement, for example a letter sent by post or an email, informing us of your decision to cancel this contract.

You may use the model cancellation form provided below, but its use is not mandatory.

To meet the cancellation deadline, it is sufficient for you to send your notification concerning your exercise of the right of cancellation before the cancellation period has expired.

Effects of Cancellation

If you cancel this contract, we shall reimburse all payments received from you, including the delivery costs, without undue delay and no later than fourteen days from the day on which we receive notification of your cancellation of this contract.

This does not include any additional costs resulting from your choice of a type of delivery other than the least expensive standard delivery offered by us.

We will make the reimbursement using the same means of payment that you used for the original transaction, unless expressly agreed otherwise with you. In no event will you incur any fees as a result of the reimbursement.

We may withhold reimbursement until we have received the goods back or until you have supplied evidence of having sent the goods back, whichever is the earlier.

You must return or hand over the goods without undue delay and in any event no later than fourteen days from the day on which you inform us of your cancellation of this contract. Please return the goods to:

The deadline is met if you send the goods before the fourteen-day period has expired.

You bear the direct costs of returning the goods.

You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

Exclusion or Early Expiry of the Right of Cancellation

The right of cancellation does not apply to contracts for which it is excluded by law. This applies in particular to:

• goods that are not prefabricated and for the production of which an individual selection or decision by the consumer is decisive, or which are clearly tailored to the consumer’s personal requirements;
• goods that are liable to deteriorate or expire rapidly;
• sealed goods that are not suitable for return for reasons of health protection or hygiene if their seal has been removed after delivery;
• goods that, after delivery, have become inseparably mixed with other goods due to their nature;
• other statutory exclusions in accordance with Section 312g BGB.

ETARI Return Instructions

General Return Instructions

• Please package the goods securely for transport and in a manner suitable for their sensitivity.
• Where possible, please include a copy of the invoice or at least the invoice number.
• Where possible, please return the goods complete with all accessories, instructions and other components.
• Returns sent carriage forward, cash on delivery or subject to any other additional charges will generally not be accepted.

Refusal to accept a carriage-forward return does not affect the validity of a cancellation that has previously been properly declared. However, the customer remains responsible for returning the goods properly.

ETARI Return Label

Upon request, ETARI GmbH may provide you with a return label. Use of this return label is voluntary.

If you use a return label provided by ETARI GmbH, the return shipping costs actually incurred will be charged to you and may be deducted from the amount to be reimbursed.

The current standard return shipping costs are:

• €6.95 for returns within Germany;
• from €12.95 for returns from other Member States of the European Union.

Higher return shipping costs may apply to particularly large, heavy or bulky consignments. In such cases, the specific costs will be communicated to you before the return label is provided.

You may also arrange the return yourself using a shipping service provider of your choice. In this case, you enter into the carriage contract yourself and bear the resulting direct return shipping costs.

Uncollected or Undeliverable Shipments

If a properly dispatched order cannot be delivered for reasons attributable to the customer and is returned to ETARI GmbH, the customer may be in default of acceptance in accordance with the applicable statutory provisions.

This may apply in particular in the following cases:

• failure to collect the shipment within the carrier’s storage period;
• refusal to accept delivery without a justified reason;
• provision of an incomplete or incorrect delivery address;
• repeated unsuccessful delivery attempts for reasons attributable to the customer;
• failure to collect the shipment from a branch, parcel shop or other collection point.

In such cases, ETARI GmbH is entitled to claim reimbursement of the necessary additional expenses actually incurred, insofar as the customer is responsible for the return. These may include, in particular, the costs of return transport, renewed shipment and demonstrably necessary storage costs.

Failure to collect a shipment or merely refusing to accept delivery does not, by itself, constitute a clear cancellation declaration. Consumers must expressly inform ETARI GmbH of their decision to cancel by means of a clear statement.

If the customer requests renewed delivery after the shipment has been returned, ETARI GmbH may make the renewed shipment conditional upon advance payment of the applicable shipping costs.

If the consumer has already validly cancelled the contract, the statutory provisions governing the right of cancellation shall take precedence. Statutory warranty rights and other mandatory consumer rights remain unaffected.

Model Cancellation Form

If you wish to cancel the contract, you may complete and return this form. Use of this form is not mandatory.