Refund policy

REFUND POLICY

Return Period
We have a 30-day return policy. You have 30 days after receiving your item to request a return.

Eligibility Requirements
To be eligible for a return, your item must be:

  • Unopened and in original, undamaged condition
  • Unused and in original packaging
  • Complete with all accessories, manuals, and original packaging materials
  • Accompanied by proof of purchase (receipt or order confirmation)

How to Initiate a Return
To start a return, contact us at info@reinecke-it.de with your order number and reason for return. You can also use the initiate return here.

Returns must be sent to:
Hochstraße 96, 44866 Bochum, Germany

Important: Items sent back without prior authorization will not be accepted.

Return Shipping Costs
Return shipping costs are the responsibility of the customer in all cases.

Damages and Defects
Please inspect your order immediately upon delivery. If the item is defective, damaged during transport, or incorrect:

  • Contact us immediately at info@reinecke-it.de
  • For transport damage, the damage must be documented and confirmed by the carrier at the time of delivery
  • Provide photos of the damage and packaging
  • Return shipping costs remain the customer's responsibility

Restocking Fee
A restocking fee of 20% of the product price will be deducted from your refund only if the product has been opened, used, or is not in its original condition beyond what is necessary for inspection.

Products returned in unopened, original condition are not subject to a restocking fee.

Non-Returnable Items
The following cannot be returned:

  • Digital products (software, licenses, or digital downloads with activated codes)
  • Services (consulting, support, or professional services once delivered)
  • A-Z Collection products (specialized service packages)
  • Custom-configured or special-order items
  • Products with broken seals (where applicable for hygiene/security reasons)
  • Sale items or gift cards

Exchanges
We do not offer direct exchanges. To exchange an item, return it first, and once accepted, place a new order for the replacement item.

European Union Consumer Rights
For customers in the European Union: In accordance with EU consumer protection laws (Directive 2011/83/EU), you have the right to cancel or return your order within 30 days for any reason without justification. The item must be in the same condition as received, unused, and in original packaging. Proof of purchase is required.

Refund Timeline: Once we receive and inspect your return, we will notify you of the approval status. If approved, refunds will be processed to your original payment method within 10 business days after we receive your returned item.

Legal Guarantee: In addition to the 30-day withdrawal right, EU customers have a 2-year legal guarantee for defective products under Directive 2019/771/EU. This guarantee covers defects that existed at the time of purchase.

Refunds
Once we receive and inspect your return, we will notify you of the approval status. If approved, refunds (minus the 20% restocking fee if applicable) will be processed to your original payment method within 10 business days after we receive your returned item. Please allow additional time for your bank or credit card company to process the refund.

If more than 15 business days have passed since approval, contact us at info@reinecke-it.de.

Questions?
For return inquiries, E-Mail: info@reinecke-it.de, in your customer account or call +49 15679 108444.

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Translations are provided for informational purposes only. In case of discrepancies or conflicts between a translation and the English version, the English version shall prevail.

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