Returns & complaints
Return
Right of return
With WS Weinmann & Schanz you buy without risk! If an item does not meet your expectations, you have the right to return it within 14 days. You can return all unused items in their original packaging. The items must also be in perfect condition. A prerequisite for the return shipment is sufficient outer packaging of the goods. The originally used shipping material can be used for this purpose.
Returns of items that can be sent by parcel post are free of charge for you. If you request a return within the specified period, we will collect all returns from you free of charge. This is particularly time-saving and practical for you. It is important to register the return in advance. A copy of the delivery note or proof of return should be enclosed with the return, if available. The return procedure is further facilitated by the return form provided by us.
To ensure that the return of parcelled goods runs smoothly and that we can process the return quickly, a few points should be noted.
Tips for safe packaging
To ensure that the returned goods reach us undamaged, they must be securely packaged for transport. As a rule, the shipping packaging from Weinmann & Schanz in which the corresponding items were delivered is suitable for this purpose. When packing the return shipment, it is important that the items cannot be damaged later by knocks or pressure acting on the shipment.
The necessary padding of the parcel can be done, for example, with the filling material that was already included in the original shipment from Weinmann & Schanz. In addition, materials such as bubble wrap, foamed polystyrene, packing paper or crumpled newspaper are also suitable for padding the parcel for return shipping.
Report the return: Please report the
Always register returns in advance. All important contact details for returns as well as our return form can be found
You can find them further down on the page
Check parcel contents: Please check that all goods intended for return have been included in the parcel before returning it. Also check that the original packaging is present.
Packing the shipment: To avoid damage during transport, returns must always be packed securely for transport. For example, an undamaged original box from Weinmann & Schanz can be used for this purpose.
Returning forwarding goods is just as easy on request
as is the return of parcelled goods.
In contrast to the return of parcelled items,
However, we must charge for the return of forwarding agent deliveries
Returns of forwarding goods within Germany are charged with a
Amount of 40.00 euros charged.
Please contact us regarding a forwarding agent return
in advance. You will find all the necessary contact details further down on this page.
Please do not return goods delivered by a forwarding agent under any circumstances without authorisation.
Goods sent directly from the manufacturer are generally excluded from returns. Please refer to the corresponding pictograms on the respective item. If, exceptionally, it is possible to return an item, the returns procedure is just as simple as for other goods of our range. The return of a direct delivery from the manufacturer is usually carried out in the same way as the delivery. We contact the supplier and arrange the collection of the goods.
Some of the items available from Weinmann & Schanz are considered to be dangerous goods. These may include, for example, highly flammable liquids or gaseous substances, as well as batteries or accumulators. These goods can present specific risks, especially if they are damaged or mixed with other substances. For this reason, the shipment of these items is sometimes subject to certain conditions, which must also be observed when returning the goods.
i) Undamaged dangerous goods
Dangerous goods that are not damaged can be returned to us. Please always declare all types of dangerous goods to our customer service department. Never return dangerous goods without declaring them. If possible, pack dangerous goods intact and intended for return in their original packaging. Our customer service team will be happy to advise you on the return of dangerous goods and to discuss all subsequent steps with you.
To return dangerous products, care must be taken to ensure that the products cannot slip or move inside the packaging. Any gaps inside the package should be filled with packing material. The materials originally used to ship the items can be used for this purpose. Other suitable filling materials may also be used.
Once the goods are packed and the shipping packaging is carefully sealed and taped, please label the parcel with the dangerous goods in accordance with the regulations. Therefore, please use the label received for collection or print out the corresponding label for dangerous goods.
ii) Damaged dangerous goods
Please note that damaged dangerous goods can not be returned under any circumstances!
Please contact us if you have any questions regarding the return of dangerous goods.
Please note:
- Unannounced returns and goods returned by you cannot be accepted.
- Special items or items clearly excluded from returns cannot be taken back by us. This expressly applies to all items labelled "Returns excluded".
- Goods with labelling such as "Shipping by manufacturer, unfortunately these items cannot be returned" will not be taken back.
- The right of return expressly does not extend to items that have already been installed.
- It is also not possible to return incomplete goods or parts without original packaging.
- If returned goods are damaged during return shipment due to inadequate packaging, these items cannot be credited either.
- Forwarding goods are excluded from free collection, but can be collected from you for a fee on request.
General return instructions
- Outer packaging: If possible, use the Weinmann & Schanz original shipping packaging to return the item. If the item was sent to you in the product packaging without Other shipping packaging, this is also the transport packaging for the return.
- Position: Make sure that the product cannot slip or move in the shipping packaging (To do this, please place the product upright and in the centre and fill any free space with additional packaging material.)
- Products that are filled with liquids must be securely sealed and protected against leakage (please pack in a polybag and tape if necessary) to prevent the contents from escaping during transport.den.
i) Complaints about products
In our range, you will only find high-quality products and durable branded items from renowned manufacturers. In rare cases, however, it can happen that a delivered item does not work as intended. If this is the case, we will collect the faulty item free of charge and arrange further processing with the manufacturer. You do not need to worry about anything. When returning technically defective products as part of a complaint, we will be happy to support you by phone or email.
Please always pack defective items carefully and securely for free collection by our logistics partners. As a rule, the shipping packaging in which you received the goods to be returned is suitable for this purpose.
In addition, shipping in other suitable shipping packaging with sufficient stability is also possible. In this case, please ensure that the returned goods cannot slip or move within the shipping packaging.
To do this, it is advisable to place the item in an upright and central position. Any free space within the shipping packaging should be filled with additional packaging material and padded for safe transport.
For quick and smooth processing of complaints, we provide a complaint form that you can fill out conveniently online. Please fill out the complaint form completely and as intended so that your complaint can be processed quickly. We will arrange for the item in question to be collected from you. Please make sure that only items that are the subject of a complaint are included in the parcel. We will then submit the defective item and the completed form to the supplier immediately. We will inform you as soon as we have received a test report or a statement from the manufacturer.
Although we as a company endeavour to ensure that the goods ordered are dispatched correctly, even we can make mistakes. This may result in an incorrect delivery. Incorrect deliveries include items that you have not ordered. Although you ordered the correct item, a completely different one was delivered. In such a case, please contact us immediately and we will arrange for a prompt exchange for the correct item.
After an internal check, we will have all incorrectly delivered goods collected from you promptly and, of course, free of charge.
Please only place incorrectly delivered products in the parcel. If you have any questions regarding complaints about incorrect deliveries, please do not hesitate to contact us by phone, fax or e-mail.
If you still wish to keep the incorrectly delivered items, the goods can also be recalculated on request. Please pack the incorrectly delivered items carefully and completely for the return. As a rule, the shipping material in which the incorrectly delivered goods were also delivered is suitable for this purpose. Other suitable packaging materials can also be used. The goods should be packed in such a way that they cannot move or slip inside the shipping packaging.
A proper dispatch of the goods offered is particularly important to us as a company. Nevertheless, it can happen in individual cases that ordered goods are not part of the delivery. Please contact us immediately if you notice any shortages within a delivery.
When making a complaint about missing quantities, please check whether you have received all packages and partial deliveries from an order. Please also check whether other products were incorrectly delivered instead of those ordered, resulting in the missing quantity. Please also check whether a parcel from the respective order is damaged or has been re-glued. Following your request to check, we will process the complaint regarding the reported missing quantities promptly and resolve the problem in question.
We are available for you at any time during our business hours by telephone, fax or e-mail
ii) Complaints about transport damage
Type of transport damage
The packaging is obviously damaged on the outside?
Please refuse to accept the goods and inform us immediately by telephone on +49 (0) 7433 9892-12 or send us an e-mail to verkauf@weinmann-schanz.de
You want to accept the shipment despite damage
Please make a note of the following details on the proof of delivery/delivery note/freight document: date, time and lorry registration number. Please have the driver sign for the damage.
Please send us your damage report including pictureswithin 5 calendar days of receipt of the goods. The outer packaging, the shipping label and the defective goods must be recognisable in the pictures.
Please always inform us by telephone on +49 (0) 7433 98 92-12, by e-mail or by fax +49 (0) 7433 98 92-92 as soon as you have discovered any damage after checking the goods. The consignment should be checked in the presence of the driver.
What to do in the event of transport damage?
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Please note that if you fail to meet the statutory reporting deadlines for transport damage in accordance with §§438ff. HGB no claims can be asserted against the carrier.
In all cases, the transfer of risk of delivery shall pass to the buyer when the goods are handed over to the forwarding agent or carrier. You are legally obliged to inspect the goods immediately for quantity, correctness and defects. If the notification has not been sent to us by the expiry of the deadline, the goods shall be deemed to have been approved without defects.
Please note that pictures of the damaged goods, the consignment label and the outer packaging are mandatory for a transport damage report. Without pictures, no damage report can be submitted to the carrier.
IMPORTANT: Damaged goods must NOT be assembled!
How do you report the damage?
Please document the damage by taking photos of the damaged item, outer packaging and shipping label.
Upload the pictures of your complaint and send us the completed form with pictures online within 24 hours or send us the pictures by e-mail.
Handling hazardous goods
Gas cartridges, Batteries, Technical sprays - there are many products that need to be handled with care during transport. If such consignments are damaged, special care must be taken. You can recognise whether a consignment contains dangerous goods by the corresponding labelling:
In such a case, please contact our customer service immediately by telephone on: +49 (0) 7433 98 92-12 and follow our return instructions.
Permission to deliver parcels at a defined location
If you have already agreed a delivery authorisation with a parcel service or transport company, either in writing or verbally, you should be aware that in this case no claim for damage is possible.
This means that as soon as your consignment is delivered to the location you have indicated, you assume full responsibility for it. Delivery can be made without the recipient having to sign for it. If your goods are damaged or lost, parcel companies and carriers are not liable. This means that neither you or WS cannot claim damages from the carriers, unlike without a such delivery permission.
It may therefore be wise to reconsider your delivery permission if you wish to minimise the risks. You may also to consider alternative delivery to your neighbours or similar options.
Contact us
Do you have any questions regarding your return or claim?
Feel free to also contact us by phone, e-mail or fax.
Phone: +49 7433 9892 12
Fax: +49 7433 9892 92
E-mail: verkauf@weinmann-schanz.de
You can reach us Monday to Friday from 7 am to 6 pm.