We explicitly point out that the use of the return form and the compliance with the
procedure specified below constitutes no prerequisite for the effective exercise of
the right of withdrawal.
From Germany
If you wish to return the ordered goods we kindly ask you to follow the steps below.
1. Take the return form from the delivered package
The return form is a one-sided sheet of paper in A4 format that will simplify the processing of your return shipment for us. If you did not receive a return form with your order, you may download it and print it here.
Return form for Germany and Austria (PDF, 36K)
2. Fill out the return form
Enter your invoice number and indicate which item you are returning and for what reason. If the item has a defect, we ask you to describe the defect in detail – either on the return form or on a separate sheet. Please also let us know whether you wish to exchange the item or to get a refund. If you have paid for your order using instant bank transfer or cash on delivery, please state your banking information for your refund.
3. Pack the goods and the return form in a package
If possible return items in their original packaging. If possible, do not remove any of the labels and please use the box in which the items were delivered to ensure that the manufacturer’s original packaging is not damaged. If you do not have the original packaging anymore, please make sure to use sufficient packaging material that guarantees protection from damage during transport in order to avoid claims for damages due to insufficient packaging.
Warning: Bonuscoins serve as an order incentive and are also respectively to return.
If you return items to us after expiration of the 30-day cancellation period, we will need a copy of the invoice for proof of purchase. Please include the copy in the package.
4. Address the package
Please mail the package to the following address:
HHV Handels GmbH
z.H. Retouren
Zur Alten Börse 55
12681 Berlin
Germany
5. Mail the package
Please do not mail the package without postage (freight collect) and avoid unnecessary additional services, such as express shipping. Keep the mailing receipt or the receipt until we have confirmed via email that we have received your return shipment.
You may find detailed information regarding your right of withdrawal in our Terms & Conditions under Sections 9 to 11.
Locate your nearest parcel shop with our shopfinder.
From other countries
For return shipments from other EU countries please proceed as with shipments from Germany.
If you are returning items to us from non-EU countries, please do the following in addition to the procedure for shipments from Germany:
- Make a copy of the invoice and write clearly and legibly (e.g. using a highlighter) on the copy which items you are returning and the reason for the return.
- Stick the copy of the invoice to the outside of the package inside a transparent envelope.
- Clearly and legibly write RETURN on the package and indicate the invoice number.
This is very important, as German customs may otherwise not accept the package. With regard to postage for returns from other countries please note that you, the customer, are responsible for paying the postage. This excludes returns of incorrectly delivered or defective goods, for which we will reimburse you for the postage costs after we have received and processed the return shipment. Before returning wrong or defective items from countries outside Germany, we urge you to contact our customer service to discuss possible alternatives. To do so, please send an email to service@hhv.de or call us Monday through Friday between 9 am and 6 pm at +49 (0)30 2938 12 31.
You may download and print the return receipt for your return shipment from countries outside Germany here.
Return form for Switzerland (PDF, 34K)
Return form for Orders Outside the EU (PDF, 34K)