Returns and Complaints

Last updated: October 2025

1. Right of withdrawal for consumers

1.1 Who has the right to withdraw

If you are a consumer (a natural person acting for purposes outside your trade, business, craft, or profession), you have the right to withdraw from the contract within 14 days without giving any reason.

This right does not apply to business customers (legal entities or natural persons acting in their commercial or professional capacity).

1.2 Withdrawal period

The withdrawal period expires 14 days from the day on which you or a third party indicated by you (other than the carrier) acquires physical possession of the goods.

In the case of multiple goods ordered in one order and delivered separately, the period begins on the day you receive the last item.

1.3 How to exercise your right of withdrawal

To exercise your right of withdrawal, you must inform us of your decision by a clear statement. You can:

Send an email to: [email protected]
Send a letter to our postal address
Use the model withdrawal form available in our Terms and Conditions

You may use the model withdrawal form, but it is not mandatory. To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

1.4 Effects of withdrawal

If you withdraw from the contract, we shall reimburse all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from the contract.

We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of such reimbursement.

We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

2. Returning products

2.1 How to return products

To return products, please follow these steps:

Contact us within 14 days of receiving your order to inform us of your intention to return
Pack the products securely in their original packaging if possible
Include a copy of your order confirmation or invoice
Send the package to the return address provided by our customer service team
Keep proof of postage until you receive confirmation of your refund

2.2 Return address

Do not send products back without prior contact. Our customer service will provide you with the correct return address and any necessary return authorization number.

Plus Mx Tomasz Banaszak
Str. Der Republik 14C
17321 Löcknitz
Germany

2.3 Condition of returned goods

You must return the goods without undue delay and in any event not later than 14 days from the day you communicate your withdrawal to us.

Products must be returned in their original condition. You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.

Products should be:

Unused and in resaleable condition
In original packaging with all labels and seals intact
Complete with all accessories, manuals, and documentation
Free from damage or signs of use beyond what is necessary to inspect the product

2.4 Cost of return

You will bear the direct cost of returning the goods unless we agree to cover the return shipping costs.

For defective or incorrectly delivered products, we will cover all return shipping costs.

Estimated cost of return shipping may vary depending on the size and weight of the package and your location.

2.5 Products excluded from the right of withdrawal

In accordance with applicable law, the right of withdrawal does not apply to:

Products that have been unsealed and are unsuitable for return due to health protection or hygiene reasons
Products that are made to your specifications or clearly personalized
Products that can deteriorate rapidly or have a limited shelf life
Sealed products that were unsealed after delivery and cannot be returned for hygiene or health protection reasons

Please note that for safety and hygiene reasons, we cannot accept returns of opened chemical products unless they are defective.

3. Complaints and warranty

3.1 Statutory warranty

We provide a statutory warranty for defects in accordance with German law. The warranty period is two years from the date of delivery.

This warranty applies to manufacturing defects and faults that existed at the time of purchase.

3.2 How to file a complaint

If you discover a defect in your product, please:

Contact us as soon as possible with your order number
Provide a detailed description of the defect
Include photos or videos showing the defect if possible
Keep the product and all packaging materials

Send your complaint to:
Email: [email protected]

3.3 Defective or damaged products

If you receive a defective or damaged product:

Inspect your order upon delivery and note any visible damage on the delivery receipt
Contact us within 48 hours of receiving the product
Provide photos of the damage and the packaging
Do not discard the packaging until the matter is resolved

We will arrange for the return of defective products at no cost to you.

3.4 Warranty claims

In the event of a defect, you are entitled to:

Repair of the product
Replacement with a new product of the same type
Reduction of the purchase price
Withdrawal from the contract and full refund

Initially, you may choose between repair and replacement. If repair or replacement is impossible, unreasonable, or disproportionate, you may reduce the purchase price or withdraw from the contract.

3.5 Exclusions from warranty

The warranty does not cover:

Normal wear and tear
Damage caused by improper use, storage, or handling
Damage caused by failure to follow product instructions or safety guidelines
Damage caused by unauthorized modifications or repairs
Damage caused by external factors such as accidents, misuse, or natural disasters

3.6 Processing time for complaints

We will acknowledge receipt of your complaint within 2 business days
We aim to resolve all complaints within 14 days of receiving all necessary information
For complex cases, we will keep you informed of the progress
If a product needs to be inspected or tested, this may extend the processing time

4. Refunds

4.1 Refund processing

Approved refunds will be processed within 14 days of receiving the returned product or proof of return shipment.

Refunds will be issued using the same payment method you used for the original purchase, unless you have expressly agreed to another method.

4.2 Refund amount

For returns under the right of withdrawal:

Full product price will be refunded
Standard shipping costs will be refunded (if you paid for shipping)
You bear the cost of return shipping

For defective or incorrectly delivered products:

Full product price will be refunded
All shipping costs (delivery and return) will be refunded
Additional costs caused by the defect may be reimbursed

4.3 Partial refunds

Partial refunds may be issued if:

The product shows signs of use beyond what is necessary for inspection
The product is returned without original packaging or accessories
The product value has diminished due to improper handling during the return period

4.4 Refund confirmation

You will receive an email confirmation once your refund has been processed.

Depending on your payment provider, it may take 3-10 business days for the refund to appear in your account.

5. Exchanges

5.1 Product exchanges

If you wish to exchange a product for a different size, variant, or model:

Contact us to arrange the exchange
Return the original product following the return procedure
Place a new order for the desired product

We do not offer direct product exchanges. Each return and new purchase is processed separately to ensure faster service.

5.2 Exchanging defective products

If you receive a defective product and wish to receive a replacement:

Contact us immediately
We will send you a replacement product as soon as possible
Return the defective product at our expense
No additional payment is required

6. Special considerations for chemical products

6.1 Safety and handling

Our products contain chemical substances that must be handled with care.

For safety and hygiene reasons, we cannot accept returns of products that have been opened or used unless they are defective.

If you open a product and find it to be defective, please:

Do not use the product
Seal the container immediately
Contact us with details of the defect
Follow any safety instructions on the product label

6.2 Product safety issues

If you experience any safety concerns with our products, including:

Unusual odor, color, or consistency
Adverse reactions during use
Packaging damage that may have compromised the product

Please stop using the product immediately and contact us. Your safety is our priority.

7. Contact information

For all matters related to returns, complaints, or warranty claims, please contact us: