Returns & refunds


How do I return an item?

Within the scope of the right of withdrawal, you have the right to return items to us within 60 days without providing any reasons. You can find the complete return conditions in our withdrawal policy.

Steps for return shipment:

  1. Packaging: Please pack the item securely to prevent any damage during the return shipping process. If you need assistance with packing the item or have any questions, we are more than willing to offer guidance and support to ensure the goods are packed appropriately.
  2. Return shipping costs: Please note that according to our policy, the return costs are borne by the customer.
  3. Return label: If you would like a return label, we can provide one upon request. The cost of the label will be subtracted from your refund. If you have heavy or bulky items in particular, it may be more cost-effective to request a return label from us. Simply contact us by e-mail or telephone, and we will gladly provide you with one.
  4. Enclosed information: For smooth processing of your return, please include all relevant necessary information with your shipment. This may include the order number, contract number, invoice number, and personal information such as your name and address. In this way we can easily assign the return to your order or customer account.

Please send your return to:

Haedicke & Stiller OHG
Ruth-Zimmermann-Straße 1
38304 Wolfenbuettel

Please feel free to contact us if you have any inquiries regarding returns. Contact us by e-mail or telephone, and our customer service team will gladly assist you.

How can I go about reporting a defective or damaged item?

If you have received a defective or damaged item, please contact us immediately. Our goal is to find an effective and personalized solution together with you in order to resolve the issue to your complete satisfaction.

How to contact us:
Phone: +1 917-398-0457

Our dedicated customer service team is available to address your concerns and provide further assistance.

Photos of the claim:
It is often helpful if you send us photos of the claim by e-mail. This allows us to get a better impression of the situation and process your complaint more efficiently. Please do not hesitate to send us relevant pictures.

We thank you for your trust and will be happy to assist you in resolving your concerns.

When will I receive my refund?

Once we have received and inspected the returned items, we will issue a refund for any payments that have already been made. We will refund you using the same payment method you used for your purchase. We always strive to process returns as soon as possible. However, the processing time may vary based on our volume of work. We ask for your understanding.

Reimbursement period:
We will refund your payment within the legally prescribed 14 days of receipt of the return at the latest. We will do everything we can to complete this process as quickly as possible to ensure a seamless transaction for you.

60-day right of return

You can return items to us within 60 days.

How do I exchange an item?

We can generally accept item exchanges as long as the items are in unused condition. We aim to ensure that you are completely satisfied with your purchase.

Contact us:
In the event of an exchange request, we recommend that you contact our customer service. Since the exchange process can differ based on the item, we seek to ensure that your exchange is seamless and meets your needs.

In a hurry?
If you need a quick replacement or are in a rush, we suggest you place a new order for the desired product and then process the return of the original item separately. This allows us to streamline the exchange process and guarantees delivery of the new product as quickly as possible.

I received an item that I did not order.

Please get in touch with our customer service right away so we can arrange return of the incorrect item. Our team is at your disposal to solve the problem swiftly and efficiently.


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