If you wish to exchange an item or order, please note the following details and processes. Our staff work within strict guidelines and predefined working protocols which guarantee optimal customer service. For this reason, we ask you - in your own interest as well - to adhere to our guidelines in order to ensure a resolution as quickly as possible.
We will take care of the rest, and will contact the courier service. If necessary, the courier service will pick up the damaged package from you at a later date.
Please note that we cannot prematurely exchange any items which need to be sent back to the manufacturer (generally, and above all with pumps), as in such cases we invariably need to wait for a response from the manufacturer.
As a quick, temporary solution, we can only offer to price the product again and send you a second, new device at the normal price. If the manufacturer then recognizes the defect, we will transfer a credit note at the corresponding newly evaluated price (minus delivery fees) back to you.
It is always in our best interest to solve problems as quickly and efficiently as possible. That is why it is always best to get in contact with us first and send us an email. Please include your name and the invoice number in the subject line. Many questions can be answered right then and there, without having to go through the time-consuming exchange process.
Some manufacturers offer direct customer support. In these cases, please contact the manufacturer directly and resolve the exchange with them. If manufacturer support is available, the product description will note this.
Please also keep a copy of your invoice and save the receipt for your return in your records. Please send your returns to:
Alphacool International GmbH
Marienberger Str. 1
Upon arrival, we will promptly examine the product. The more detailed your description, the faster we will be able to solve the problem. You will generally receive a notification about the status of your return within five business days. Please refrain from telephone inquiries during this time, as this will only slow the process down. Instead, we will inform you by email as soon as the status of your return changes.
In accordance with the Distance Selling Act, you have the right to return used items you have purchased within 14 days of receiving them. However, as we are no longer able to sell the item as new, we can generally only reimburse you for 50% of the original price. Responsibility for details of the refund falls to the appropriate RMA associate.