Returns & Exchanges

Returns from Germany and Austria are free of charge for orders with one item within the 14-day withdrawal period. For orders with two or more items, the customer bears the costs of the return shipment. Shipping costs already incurred for the outbound shipment will not be refunded in the event of a return. For items from the Archive Sale, return costs are to be borne by the customer.

Delivery address for returns:

Unützer
c/o Textilaufbereitung Schmidt GmbH
Peigertinger Str. 11
94538 Fürstenstein

RETURNS from DE & AT:

Step 1
Fill out the enclosed return form and mark the items you wish to return to us. Please also state the reason for the return (reason code B–E).

Step 2
Please place the completed return form together with the items you wish to return in the original box.

Step 3
Attach the return label clearly visible on the outside of the sealed package.

Step 4
Please drop off your labeled DHL package at a nearby service point (DHL branch or parcel shop).

Step 5
Once we have received and checked your return, we will refund the corresponding amount via the original payment method.

Please note that the processing of the refund may vary depending on the payment method and payment provider. In individual cases, processing may take up to 10–14 working days.

If the amount has not been credited to your account after 14 working days, we recommend that you contact your payment institution directly.

*RETURN CONDITIONS:

1. The right of return only applies to unworn, unwashed and flawless items from which the labels have not been removed. Please ensure that all original boxes and dust bags are also included in your return.
2. Please note that only one franked return label is available per order. Therefore, please return all items in one package.
3. Returns can only be made with the shipping service provider that delivered the package (DHL).
4. We would like to point out that we can only accept returns from the respective country of delivery. For example, if the delivery was sent to Germany, the return may only be made from Germany. Otherwise, the return is unfortunately not free of charge (import and delivery fees will be at your expense).
5. Personalized items are excluded from returns.
6. The amount will be refunded to the original payment method.
7. If you are returning items that were delivered in separate packages, please carefully pack them in their original packaging. Please use the individual return labels for each package.
8. Please always fill out the enclosed return slip accordingly and include it with the return. This is the only way for the return to be fully processed and refunded, provided all other refund criteria are met.
   Please note: Shipping costs are not refunded.

Please note that returns from these shipping zones are not free of charge. All incurred shipping, customs, and processing costs will be borne by the customer.

The correct customs declaration of the return is the responsibility of the sender. We kindly ask you to register your return in advance by email to service@unuetzer.com, stating your order number, tracking number, and shipping service provider.

Should a shipment fail to clear customs due to incomplete or incorrect information, we reserve the right to deduct any resulting costs from the refund amount.

The processing of international returns can take 10–14 business days in individual cases. Until the goods are received in our logistics, the responsibility for the shipment lies with the sender.

Return delivery address:

Unützer
c/o Textilaufbereitung Schmidt GmbH
Peigertinger Str. 11
94538 Fürstenstein

Please note: an exchange can only be made if the item you require is available.

Step 1
Please contact our customer service at service@unuetzer.com to reserve your desired size. We ask you to provide the following information:

1. Order number
2. Item name
3. Desired size

Step 2
Fill out the enclosed return and exchange form and indicate the items you wish to return and/or exchange. Please also state the reason for the return and/or the desired exchange size. Exchange = Reason code "A" + Reason code "B-E"

Step 3
Please place the completed form, with the items you wish to exchange, in the original box.

Step 4
Securely attach the return label to the outside of the sealed package.

Step 5
a) Size exchange: is processed via the existing order
b) Colour exchange: is processed via the existing order
c) Exchange for a different model: Unfortunately, we are unable to offset items. We therefore ask you to place a new order once customer service has given you approval for this, or ask customer service for an invoice. (see Returns)

Step 6
As soon as we have received and processed your return, your exchange will be dispatched by us. You will receive the new tracking number via email.

EXCHANGE CONDITIONS:

1. The right to exchange only applies to unworn, unwashed and flawless items from which the labels have not been removed. Please ensure that all original boxes and dust bags are also included in your return.
2. Please note that a free exchange can only be made once for the same item in a different size.
3. The return must be made in one package. We reserve the right to reject multiple returns at different times from the same order.
4. An exchange can only be made with the shipping service provider through whom the package was delivered (DHL).
5. We would like to point out that we can only accept an exchange from the respective country of delivery. 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 (import and delivery fees are at your expense).
6. Personalized items are excluded from exchange.

Once your return has been received and checked by us, the refund will be issued via the original payment method.

Please note that the refund may take up to 14 days, depending on the processing time of your payment provider.

If you wish to withdraw your declaration of intent, you have the following options:

1. Withdrawal by return
Your declaration of withdrawal is automatically made if you return the items within 14 days of receipt, as indicated above. The decisive factor is the date of receipt of the goods.

2. Written declaration of withdrawal
After receiving your items, you have 14 days to send us your declaration of withdrawal in writing by e-mail (service@unuetzer.com) and to return the items to us within this period.

The decisive factor is the date of receipt of the goods.