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FAQ - Frequently Asked Questions
Here you will find answers to the questions we are frequently asked.
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Questions about Returns & Warranty
As soon as we have received the return, we will refund you as soon as possible. This will be done in the same way as the payment.
You can cancel up to the time of delivery.
You can cancel up to the time of delivery. After that, the revocation period of 2 weeks begins.
In the case of items sent by parcel service, the return costs are to be borne by you as the customer. We will bear the costs for delivery by shipping company.
The processing of the return takes place approx. 2-3 working days after receipt of the return in our house.
The statutory warranty is 2 years and begins with the delivery of the goods. You can find the warranty conditions as a download on the page of the respective product.
In the event of a material defect, we require the invoice / proof of purchase to establish the date of purchase and photos of the damaged goods for further processing.
You shall bear the direct costs of returning the goods that can be returned normally by parcel service and post. We shall bear the costs of returning goods which, due to their nature, can only be returned by forwarding agent.
You may keep goods received free of charge in the event of revocation.
Although you are free to do so, we would appreciate it if you would contact our customer service before returning the goods:
E-Mail: customer-service@hailo.de
Our office hours
Monday - Thursday 8.00 AM - 12.15 PM / 12.45 PM - 4.00 PM
Friday 8.00 AM - 12.15 PM / 12.45 PM - 3.00 PM
Return address
HAILO-Werk
Retourenabteilung
Daimlerstr. 8
D-35708 Haiger
You have the option to cancel your purchase contract without giving any reasons in accordance with your statutory right of cancellation.
You shall bear the direct costs of returning the goods that can be returned normally by parcel service and post. We shall bear the costs of returning goods which, due to their nature, can only be returned by forwarding agent.
You may keep goods received free of charge in the event of cancellation.
You will find all information on the subject of revocation on the page right of cancellation.
Although you are free to return the goods, we would be pleased if you would contact our customer service before returning the goods:
E-Mail: customer-service@hailo.de
Our office hours
Monday - Thursday 8.00 AM - 12.15 PM / 12.45 PM - 4.00 PM
Friday 8.00 AM - 12.15 PM / 12.45 PM - 3.00 PM
Return address
HAILO-Werk
Retourenabteilung
Daimlerstr. 8
D-35708 Haiger
If you have any further questions, please do not hesitate to contact our customer support.