How do I return my order or any part of it?

How do I issue a return?

To initiate your return from Germany, simply follow the steps below: Log in to My Account and click on "Orders". Now you should have the option to view each order or create a return for each order. By clicking on "Return" you can create your return. In the next step you have to select all items you want to return and choose an explicit reason for your return. You can also write us a comment about your return, so that we can minimize possible returns in the future. Now you just have to click on "Create return" and your return will be processed. 

 IMPORTANT: After this step please print out the return PDF (Print Return) and attach it to your order. This way we can assign your returned items directly to your order and process your return faster. Afterwards you only have to print out the DHL label or save the DHL QR code and bring your parcel to the post office. We recommend that you remove or cover the original shipping label from us when making your return. Please be sure to get a shipping receipt and keep it safe.

Changed your mind or forgot one or more items when creating your return?

Don't worry - you can simply create a new QR code for those items.

Return policy and time frame

You can return items within 21 days of receipt or the date the package was ready for pickup. You will receive a refund to your original payment method used. The amount will be credited to your account within 10 business days. It may take up to 14 business days (excluding weekends and holidays) for your return to be received and processed. You can track your shipment online using the tracking number on your return receipt. We will send you a confirmation email once we have inspected and processed the returned goods.

All returns are inspected upon arrival. If an item is returned to us that is damaged, already worn, or otherwise in unacceptable condition, we will not be able to issue you a refund and we may return the item to you (and ask you to cover the shipping costs).

If you have not created a customer account, you can also log into our return portal using your order number and email address and return your order to us. You can find the returns portal here: www.kinetixx.de/en/parcel-return