Return & exchange
Thank you for your purchase from Unützer. We hope you are satisfied with your order. If this is not the case, you have the option of 14 days From the delivery date to return. We ask that you only try on the shoes on a carpet.
IMPORTANT: Returns are only included in shipments to Germany and Austria.
Please note: This does not mean that the costs incurred for the outbound shipment will be reimbursed for a return. These services and the resulting costs are independent of one another
Herfore please also see the shipping information.
Please only use the return label provided. If this is missing from your order, please send an email to service@unuetzer.com. We will send you the label digitally as soon as possible. For an exchange, please note the information at the end.
For returns from Zone 1 & 2, as well as outside the EU, you will find the information below.
RETURN
Within the EU
This is how it works:
| Step 1 | Fill the enclosed Return form out and indicate the articles you want to send back. Please also provide the reason for the return. Cause code “B-E” |
| step 2 | Please put the completed form with the articles you want to return in the Original box. |
| step 3 | Bring that Return label Secure on the outside of the locked package. |
| Step 4 | Please enter your labeled ups package to the nearest Service point (https://www.ups.com/dropoff/?loc=de_DE), or agree on a collection: You can have your shipment picked up at your home or in the office by picking up your collection online via the following link (https://wwwapps.ups.com/pickup/schedule?loc=de_DE) or agree by phone at +49 (0) 69 66 40 50 60 (at the local tariff). Please note:If you pick up, costs will be incurred for you! |
| Step 5 | As soon as we have received and processed your return, and your return is fulfilled the return conditions* Invoice amount On the payment method you have chosen Reimbursed. The shipping costs are not reimbursed for complete returns. |
Please note: Depending on the payment method, the refund can take some time. The payment provider is only responsible for this. If the amount has not entered your account after 14 working days, please contact the payment institute.
*Return conditions:
- The right of return applies only to unworn, unwashed and flawless articles, of which the labels were not removed. Please make sure that all original boxes and dust bags are also in your return.
- Please note that only a franked Return label is available per order. Therefore, please send all items back in a package.
- The return can only be carried out with the shipping service provider through which the package was delivered (UPS).
- We would like to point out that we can only accept returns from the respective delivery country. For example, if the delivery was sent to Germany, the return may only be carried out from Germany. Otherwise, the return is unfortunately not free of charge (the fees for import and delivery are at your expense).
- Personalized articles are excluded from a return.
- The amount will be reimbursed for the original payment method.
- If you return items that have been delivered in separate packages, we ask you to carefully pack them in your original packaging. Please use the individual return labels for each package.
- Please always fill the additionally Return note accordingly and enclose the return. This is the only way to completely process and refund the return, provided all other criteria for reimbursement are met.
Please note: The shipping costs are not reimbursed.
Important information: Return shipping is not included.
Shipping costs must be covered by the customer.
In the case of a return from outside the EU, customs and handling fees are borne by the customer. Furthermore, the customer is responsible for tax processing (reverse-charge) and custom declaration.
It is an obligation to register the return via E-Mail (service@unuetzer.com) including the shipping tracking ID and company.
If the package does not go through customs due to missing or incorrect information, the costs incurred by U-Sportmoden GmbH must be borne retrospectively by the customer. These will be deducted from the value of the goods when the refund is made. Shipping costs are also non-refundable.
Due to their extraordinary nature, processing can take at least 10-14 working days.
The customer is responsible for the goods until they arrive in our logistics.
Shipping address:
Unützer
c/o Textilaufbereitung Schmidt GmbH
Peigeringer Str. 11
94538 Fürstenstein
EXCHANGE
Please note: An exchange can only be made if the article you want is available.
This is how it works:
| Step 1 |
Please contact our Customer service at service@unuetzer.com to reserve your desired size. We ask you to provide the following information:
|
| Step 2 |
Fill the enclosed Return and exchange form From and indicate the articles that you want to send and/or exchange. Please also provide the reason for the return and/or the desired exchange variable. Exchange = Cause code “A” + Cause code “B-E” |
| Step 3 | Please put the completed form with the articles you want to exchange in the Original box. |
| Step 4 | Bring that Return label Secure on the outside of the locked package. |
| Step 5 |
Please enter your labeled ups package to the nearest Service point (https://www.ups.com/dropoff/?loc=de_DE), or agree on a collection: You can have your shipment picked up at your home or in the office by picking up your collection online via the following link (https://wwwapps.ups.com/pickup/schedule?loc=de_DE) or agree by phone at +49 (0) 69 66 40 50 60 (at the local tariff). Please note: If you pick up, costs will be incurred for you! |
| Step 6 | Our Customer service will inform you by email whether the product could be reserved |
| Step 7 |
a) Exchange of size: done via the existing order
b) Exchange of color: done via the existing order
c) Exchange for another model: Unfortunately, it is not possible for us to offset items. We therefore ask you to place a new order for this as soon as customer service has given you approval for this, or ask customer service to issue an invoice. (see returns)
|
| Step 8 |
Once we have received and processed your return, we will ship your exchange. You will receive the new tracking number via email. |
Exchange conditions:
- The right of exchange only applies to unworn, unwashed and flawless articles, of which the labels were not removed. Please make sure that all original boxes and dust bags are also in your return.
- Please note that a free exchange can only be made once for the same article in a different size.
- The return must be made in a package. We reserve the right to reject several returns at different times from the same order.
- An exchange can only be carried out with the shipping service provider through which the package was delivered (UPS).
- We would like to point out that we can only accept an exchange from the respective delivery country. For example, if the delivery was sent to Germany, the return may only be made from Germany. Otherwise, the exchange is unfortunately not free of charge (the fees for import and delivery are at your expense).
- Personalized articles are excluded from the exchange.
How to get your money back
Of course, you will get your money back when returning a goods as soon as possible. We strive for a quick handling. However, between the time when you return your return and the conclusion of our internal reversal procedure can sometimes pass for 10 - 14 days. Unfortunately, we have no influence on the time of reimbursement of a payment. How quickly the reimbursement takes place depends on which payment method or credit card you used for your order. As a rule, it can be assumed that the reimbursement of one of the two settlement dates followed by the return was made. Please note that the reimbursement can only be made to the respective card holder, whose credit card the payment was made.
Declaration of cancellation
If you want to revoke your contract declaration, you have the following options:
1. Declaration of cancellation by return
Your cancellation declaration will take place automatically if you return the items within 14 days of receipt, as stated above. The decisive factor is the date of the goods receipt.
2. Written declaration of cancellation
After receiving your article, you have 14 days to send us your cancellation notice in writing by email (service@unuetzer.com) and to return the items to us within this period.
The date of receipt of the goods is decisive.
QUESTIONS?
- Contact us: Service (at) Unuetzer.com
Our service times:
Monday - Friday 11 a.m. - 5 p.m.
Saturday - Sunday & holiday closed
Response time: max. 48 hours*
(valid for working days)