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How to return a product

Withdrawal and Returns

With regard to your order placed with us, we provide you with the right to return the goods to us within a 30-day period, which begins when you receive the goods. This means that we have extended your statutory right of withdrawal, which states that you can revoke your declaration of intention to enter into the contract within a 14-day withdrawal period without having to provide any reasons regarding the conditions explained below in detail.

There is no right of withdrawal for contracts concluded on sound or video recordings or computer software contained in sealed packaging if the seal was removed after delivery (please refer to §312g Para. 2 No. 6 of the German Civil Code (BGB)).

In order to simplify and expedite the return process, we kindly request that you contact our Service Team at before returning the goods and provide them with your order number and the product names/article numbers that you wish to return. Our Service Team will then notify you of the most effective way to return the goods to us – if possible, in their original condition with price tags. There is, however, no legal obligation in this context. The statutory conditions on withdrawal as explained below shall apply.


Right of Withdrawal

You have the right to withdraw from this contract within a fourteen day period without having to provide any reasons. The withdrawal period is fourteen days, which begins on the day that you – or a third party designated by you which is not the carrier – takes possession of the delivered item or, in the event that multiple items are ordered and are delivered separately, of the last item delivered.

In order to exercise your right of withdrawal, you must inform us (musterbrand GmbH & Co. KG, Holstenwall 7, 20355 Hamburg, Germany, email: by explicitly declaring your intention to withdraw from this contract (e.g. via fax, email or letter sent by mail). For this purpose, you can use the enclosed standard withdrawal form ( , but it is, however, not required.

In order to comply with the withdrawal period, it is sufficient to send the declaration of your intention to exercise the right of withdrawal before expiry of the withdrawal period.

Consequences of Withdrawal

If you withdraw from this contract, we are subject to the duty to reimburse all payments that we have received from you, including delivery costs (except for additional costs incurred due to the fact that you requested a different method of delivery than the offered, least expensive standard delivery option), immediately and at the latest within fourteen days of receiving the declaration of your withdrawal from this contract. Unless otherwise expressly agreed upon with you, we shall issue reimbursement by means of the same payment method that you used for the original transaction; you shall not incur any charges in connection with this reimbursement of payment. We can refuse to issue reimbursement until we receive the goods or until you provide proof that you have sent the goods back to us, depending on which occurs first. 

You shall return or transfer the goods immediately, and in each case at the latest within fourteen days of informing us of your withdrawal from this contract, to SERU Distributions GmbH, c/o Musterbrand, Industriestraße 8, 24589 Nortorf, Germany. The period shall be complied with if you ship the goods before expiry of the fourteen day period. You shall bear the direct costs of returning the goods. You shall only be liable for any depreciation in value of the goods if such depreciation is attributable to an unnecessary handling related to inspecting the quality, characteristics and functionality of the goods.  

Your Musterbrand Team


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