Returns
Returns & Refunds
Your satisfaction is important to us
If an item does not meet your expectations, you can return it to us within 30 days. After receiving the goods, we will refund your purchase price.
Please note that the costs of the return are to be borne by you.
Pack item
Fill out the return form
Use delivery note or return label
Address package
Initiate return
Now you can return the package to us
Returns Germany
Alpaca Online Shop
Returns
August-Borsig-Str. 9
78467 Konstanz
Germany
Returns Austria
Alpaca Online Shop – Returns
c/o PS-SVN.eu 16733
Neue-Heimat-Straße 1
5082 Grödig
Austria
Please note for Austria: Send the package back sufficiently stamped ("free"). Unpaid shipments cannot be accepted by our package center.
You can download the return label HERE or use the enclosed delivery note for that purpose.
Fill out the return label and include it in the package.
You will usually receive a refund of your payment within 14 days after we receive the return.
We will transfer your credit to the same payment method that you chose for the purchase of the products.
If you have only returned part of your order, you will receive the corresponding partial amount from us.
If your order was damaged during transport, please proceed as follows:
- If possible, refuse acceptance and immediately file a damage report with the service provider (DHL or GLS). Request a confirmation of the damage report and please send us a copy to our Customer Service.
- If you could not refuse acceptance, please take photos of the damaged package and the goods and send us a notification (Subject: Damage Report) and the photo within 14 days to our Customer Service.
- The Customer Service will review your damage report and inform you promptly about the next steps.
Right of Withdrawal
You have the right to withdraw from this contract within 30 days without giving any reason. The withdrawal period is 30 days from the day on which you or a third party named by you, who is not the carrier, has taken possession of the last item.
To exercise your right of withdrawal, you must inform us
(APU KUNTUR GmbH, Hafenstrasse 48, 8280 Kreuzlingen, Switzerland, sale@alpaca-onlineshop.com, Phone: +49 7531 127 30 30)
by means of a clear statement (e.g., a letter sent by post, fax, or email) of your decision to withdraw from this contract. You may use the attached withdrawal form for this purpose, but its use is not mandatory.
To meet the withdrawal deadline, it is sufficient for you to send the notification of the exercise of the right of withdrawal before the withdrawal period has expired.
Consequences of Withdrawal
If you withdraw from this contract, we will refund all payments received from you, including delivery costs (except for the additional costs arising if you chose a type of delivery other than the least expensive standard delivery offered by us), without delay and at the latest within 14 days from the day on which we received the notification of your withdrawal from this contract. For this refund, we will use the same payment method that you used for the original transaction, unless expressly agreed otherwise with you; in no case will you incur any fees for this refund. We may withhold the refund until we have received the goods back or until you have provided proof that you have returned the goods, whichever is earlier.
You must return the goods without delay and in any case no later than 14 days from the day on which you inform us of the withdrawal from this contract. The deadline is met if you send the goods before the period of 14 days has expired. You bear the direct costs of returning the goods. You only have to pay for any diminished value of the goods if this diminished value is due to handling them in a way that is not necessary for checking their nature, characteristics, and functioning.
Special Notes
If you finance this contract with a loan and later withdraw from it, you are also no longer bound by the loan agreement, provided that both contracts form an economic unit. This is particularly assumed if we are simultaneously your lender or if your lender uses our cooperation for the financing. If the loan has already been disbursed to us at the time of the effectiveness of the withdrawal, your lender will assume our rights and obligations from the financed contract in relation to you regarding the legal consequences of the withdrawal or return. The latter does not apply if this contract concerns the acquisition of financial instruments (e.g., securities, currencies, or derivatives).
If you want to avoid a contractual obligation as much as possible, exercise your right of withdrawal and also withdraw from the loan agreement if you have a right of withdrawal for that as well.
