We want you to be completely satisfied with our products and service. In addition to your statutory right of withdrawal, we therefore offer an extended voluntary return period. You may return your order without stating a reason within 30 calendar days of receiving it.

Please note that we do not provide free returns for orders placed through our international store. You are responsible for arranging and paying for the return shipment.

A withdrawal form with information about the return process is included with your order. 

During the Christmas period, we offer an extended return period. All items dispatched between 1 November and 31 December may be returned until 31 January of the following year. Our voluntary 30-day return period applies again from 1 January. Any additional charges paid for express delivery will not be refunded.

Statutory return and withdrawal rights remain unaffected.

Please send the items at your own expense to:

Albert Kreuz GmbH / RETOUREN
c/o VDS Versand- und Daten Service
Schlossstraße 5
37412 Herzberg
Germany

We strongly recommend using a tracked shipping service and keeping the shipping receipt until your refund has been processed. We cannot accept responsibility for return parcels that are lost in transit.

For returns sent from outside the European Union, please clearly mark the customs declaration as “Returned Goods” and include the relevant order or invoice details. Any customs charges caused by an incorrect or incomplete declaration may be deducted from the refund.

Your refund will be issued using the same payment method used for the original purchase.

*The voluntary return right does not apply to goods made to the customer’s specifications or clearly personalised to meet individual requirements. It also does not apply to sealed hygiene products if the seal has been removed after delivery, where applicable under statutory law.

Please also refer to our cancellation and refund policy.