Return and Complaint Policy for Orignee.de

 

Return and Complaint Policy for Orignee.de

Dear Customer,

Your satisfaction is important to us. We want to offer you an uncomplicated and customer-friendly service.

Below you will find information about our return and complaint process.

Return Process (Returns)

If you wish to return a product, please proceed as follows:

1. Contact us

Please send an email to info@orignee.de with the following information:

  • Your order number

  • Product name

  • Reason for return

2. Return Information

After reviewing your request, you will receive further information on how to return the item.

  • For returns within Germany, we will provide you with a free return label.

  • For returns from other countries, the buyer bears the direct costs of the return, unless there is a statutory warranty claim.

3. Returning the product

Please pack the product carefully and return it, if possible, in its original packaging.

4. Refund

Upon receipt and inspection of the return, we will refund the purchase amount using the original payment method.

Any additional costs incurred due to a different type of delivery chosen by the customer than the cheapest standard delivery offered by us will not be refunded.

Special regulation for deliveries to non-EU countries

For deliveries to non-EU countries, additional import duties, customs fees, import VAT, local taxes, and processing fees from the shipping service provider may apply. These costs are to be borne by the recipient.

If the recipient refuses to pay these fees and the shipment is returned to us, we reserve the right to deduct the following costs from the refund:

  • original shipping costs,

  • return shipping costs,

  • customs duties,

  • import duties,

  • processing fees of the shipping service provider,

  • other costs incurred due to the return.

Should a shipment not be returnable to us due to refusal of acceptance, non-payment of import duties, or other reasons attributable to the recipient, or be destroyed by customs authorities or the shipping service provider, there will be no claim for a refund of the purchase price.

Complaint Process (Complaint)

If a product arrives damaged or defective, please contact us by email at info@orignee.de and provide us with the following:

  • Order number

  • Product name

  • Description of the problem

  • Photos of the affected product, if applicable

Our team will review your request as quickly as possible and inform you about the next steps.

Depending on the case, we will offer you:

  • a free exchange,

  • a repair, or

  • a refund.

Important Notes

  • Returns within the scope of the statutory right of withdrawal must be declared within 14 days of receipt of the goods.

  • Please report obvious transport damage or defects as soon as possible after receiving the goods.

  • Custom-made products are excluded from the right of withdrawal according to § 312g Abs. 2 Nr. 1 BGB.

  • Further information can be found in our cancellation policy.

If you have any further questions, our customer service will be happy to assist you.

Sincerely,

Your Orignee.de Team