Refund & Return policy / Retour:

Would you like to return an order?

We guarantees full refunds for unworn, unwashed, undamaged, or defective merchandise within 14 days of the original purchase.

Every item, needs to be returned with the receipt in order for you to get a refund and in the original state that it was receive, otherwise the return can not be accepted.

The cancellation does not require any justification or binding form and can be made in text form by e-mail.

Customer Service: shop@bora-hansgrohe.com

For returns in Germany and within the EU:

We cover the costs for the return - there are no costs for you.

For returns outside the EU:

The return costs are paid by the buyer unless we sent a faulty item. 

If you wish to return a product due to quality defects, please contact our customer service: 

Customer Service: shop@bora-hansgrohe.com 

PLEASE NOTE: Due to the high workload, it may take up to 72 hours to receive an answer. 

Returns

You can also easily return the purchased products - and this is how it works:

1. In your delivery confirmation, you are able to see a colored “View order” item. 
2. Click the button and you will see the option to return your selected products on the left side. After selecting the products, you can download your personal return label.
3. Pack the item and print the return label you received as a PDF.
4. Attach the return label to the package and hand it in at a DHL / Post branch or a post partner.
5. Please keep your delivery confirmation until everything is done to your satisfaction.

Refund

The amount will be refunded within 72 hours after receiving your package in our distribution center. 

Please note that our payment provider usually needs 7 - 10 working days to fully refund your amount. 

Returns of orders with gift cards

Please note: Vouchers cannot be paid out in cash. 

Returns of promotional orders

Vouchers that are awarded as part of a promotion are valid in the event of a complaint/return as long as the general conditions of the respective promotion are still met. 

Please note that returning an item purchased as part of a promotion will void the promotion. 

This means that the entitlement to the free item or the savings expires.

If you have any general questions, please contact our customer service: shop@bora-hansgrohe.com