FAQ / Exchange / Exchange / Return

Exchange / Replacement / Return

Not quite happy with your unique Holzkern? We can help you further:

You have the option of exchanging or replacing your Holzkern product up to 24 days after receiving it. to be returned. Please make sure to send the product before this deadline. Products purchased in our Stores can only be returned directly to the store.

Exchange for the same product

This gives you a model with a different grain, marbling or texture:

Each of our products is unique. No two pieces are the same. This means that the grain of wood, the marbling of stone, or the texture of nacre can vary within our strict quality specifications.

Would you like your Holzkern model with a different grain, marbling, or texture? No problem. Simply send us your model free of charge and describe how you would like it to look. More or less marbled, lighter or darker - depending on availability, we will do everything we can to ensure that you get a unique piece to your liking.

Your return package is complete with:

  • the product - unworn, in the original packaging (wooden boxes, case or bag)
  • the fully completed exchange form incl. the description of what your desired model should look like
Exchange form (FREE return shipment)

Exchange for a different product

So you can exchange your Holzkern product:

Have you changed your mind and would like to choose a different Holzkern product from our online store? There are sure to be lots of exciting things for you - just browse around and let yourself be inspired.

First send us your model back free of charge. Once we have received your product, you will receive a gift card by e-mail in the amount of your purchase, which you can redeem for a new order in our online store.

Your return package is complete with:

  • the product - unworn, in the original packaging (wooden boxes, case or bag)
  • the fully completed exchange form
Exchange form (FREE return shipment)

Return

So you can return your Holzkern product:

We are sorry that you are not satisfied with your Holzkern product. We will be happy to exchange it for another model free of charge. You also have the option of exchanging it for another product free of charge.

If you wish to return your product without replacement, you can do so up to 24 days after receiving and cancel the purchase contract. As soon as we have received your return, you will of course be refunded the purchase amount within a maximum of 14 days using the original payment method.

Your return package is complete with:

  • the product - unworn, in the original packaging (wooden boxes, case or bag)
  • the fully completed return form
  • a copy of the invoice
Return form

Ist die Rücksendung für mich kostenlos?

Bei Austausch und Umtausch übernehmen wir gerne die Rücksendekosten. Die Details dazu findest du in den entsprechenden Formularen. Bei Rückgabe eines oder mehrerer Produkte ist der Rückversand nur für Mitglieder im Premium Club kostenlos.

Ist meine Rücksendung schon angekommen?

Du willst natürlich gerne wissen, wo dein Holzkern Produkt gerade ist. Wenn du die Rücksendung eingeleitet hast, solltest du vom gewählten Versandunternehmen eine Sendungsnummer für die Sendungsverfolgung erhalten haben. Mit dieser kannst du auf der Website nachverfolgen, wo sich das Paket gerade befindet.*

Sobald dein Rücksendepaket bei uns angekommen ist und bearbeitet wurde, erhältst du eine Benachrichtigung per E-Mail zugesendet. Bitte beachte, dass das Zustellungsdatum aus dem Tracking und das Datum, wann dein Paket bei uns im System registriert wird, abweichen kann - die Bearbeitung insgesamt kann bis zu 2 Wochen beanspruchen.

*Bitte beachte: Pakete mit unserem gratis DHL-Retourenlabel werden vom Verteilzentrum Kiefersfelden zu uns nach Wien weitergeleitet - dies kann weitere ca. 2-5 Tage dauern.

Wann bekomme ich mein Geld zurück?

Sobald deine Rücksendung bei uns angekommen ist, wird dir der Kaufbetrag des zurückgesendeten Produktes in max. 14 Tagen in der ursprünglichen Zahlungsart zurückgebucht.

Was ist, wenn mein Produkt einen Defekt hat?

Das soll nicht sein. Unser Service-Team kümmert sich natürlich so schnell wie möglich darum, dass dein Produkt wieder einwandfrei ist. Schicke dein Produkt nicht sofort zurück – vielleicht ist das gar nicht notwendig und wir können das Problem aus der Ferne lösen oder passende Ersatzteile nachschicken.

Further details

If you withdraw from the contract, we are obliged to refund all payments received, including the delivery costs (with the exception of the additional costs resulting from the fact that you have chosen a different type of delivery than the cheapest standard delivery offered by us), immediately and at the latest within fourteen days.

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