Complaints & Guarantee

• Is it easy for me to return an item?
• What happens if a consignment goes missing?
• Making direct use of the guarantee

Is it easy for me to return an item?

Private customers
Right of cancellation
As a private customer, you have the right to cancel the contract without needing to state any reasons for doing so within a period of 14 days from when you receive the goods. This deadline period begins when you receive the goods and at the earliest with receipt of the notice of cancellation. You have complied with the period if you submit your cancellation or return the goods in good time, that is to say before the two weeks expire. The goods will be returned as a form of cancellation or as a consequence of cancellation at our expense and at our risk. In the event that you cancel the contract in writing, you are obliged to return to us any goods which you have already received immediately, at the latest within a deadline period of 7 days. Please make arrangements with our service team concerning how the goods are to be collected. If the value of the goods is up to 40 euros, the goods shall be returned at your expense provided that the goods we have supplied match the goods you have ordered.

Each delivery includes information about your right to cancel and the information required in law about remote purchase contracts.

Please ensure that the goods which you intend to return are returned in full (including all accessories, manuals, instructions for use etc.) and in their original packaging, including suitable outside packaging, but in all cases in packaging which is suitable for transportation. Please make sure that you do use the return note which is included with your goods shipment and contact our service team to obtain a return number and to agree a time for the goods to be collected.

Once we have received your consignment, we will inspect the items. You will then be reimbursed the purchase price, subject to the restrictions which are listed below:

We would like to expressly point out to you that you must stand the cost of any deterioration in the goods you have ordered from us which results from the goods being used in the intended way. In addition, you shall be liable if the goods which are supplied experience a reduction in value because they have been handled in an inappropriate way. We are sure you will appreciate that goods which have already been used can no longer be sold to other customers. You shall not be obliged to compensate for loss in the case of goods which are still sealed in their original packaging and have not been used. However, you are quite at liberty to check the goods you have acquired from us, as would have been possible, for instance, if you had bought them at a normal shop.

Software and electronic data carriers may not be returned in any circumstances if the seal is broken and the goods are no longer sealed and packed in their original packaging.

Finally, it shall not be possible to cancel goods which by their very nature are not suitable to be returned. This applies to downloaded products which have already been accessed.

Our offers are calculated with extremely tight margins. We therefore ask that you appreciate that we are unable to pay the transportation costs for return deliveries from abroad.
The costs of any transportation insurance that you may take out are always excluded from any reimbursement of costs.

Warranty
We provide a warranty of 24 months on all new goods which we supply.

Important information:
please also note here our General Terms and Conditions of Business (T+Cs).

Corporate customers
Return
As a commercial customer, you have the option of returning the items, sealed in their original packaging, unused and unopened, without needing to state reasons for doing so within a period of 14 days from when you receive the goods. If you make use of this, please contact our service team or send the items in question with the correct postage paid and sealed in their original packaging to us at

Falk Shop Team
c/o walter services
Weidestraße122d
22083 Hamburg,
Germany

Once the items have been inspected, you will generally be reimbursed the purchase price immediately.

Warranty
We provide a warranty of 24 months on all new goods which we supply.

What happens if a consignment goes missing?

If one of our packages or a complete delivery has not reached you, we will at your request investigate what has happened. Please be aware that, in the event that something goes missing, we will require a statutory declaration from you stating that you have not received the goods. Please contact our service team in this case.

A summary of our support numbers you will find here >>

Making direct use of the guarantee

With various devices in our product range, you have the option of sending faulty devices to the manufacturer directly. In many instances, you can also make use of an on-site repair service offered by the manufacturer within the period of the guarantee. Please take advantage of these opportunities if the need arises. This is uncomplicated and generally means that your problem will be solved up to 2 weeks sooner! When you contact the manufacturer, please make sure you have the serial number and your purchase receipt at hand. You will find a guarantee certificate from the manufacturer inside the packaging for your product.