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Refund and Returns Policy

Overview (as of Nov. 23.2021)

Our refund and returns policy lasts 14 days. If it has been 14 (fourteen) days since the goods arrived, we cannot offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

  • Gift cards
  • Downloadable software products
  • Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

  • Book with obvious signs of use
  • CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 14 days after delivery


Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact our customer support and create a ticket! .

On-Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.


We only replace items if they are defective or damaged. If you need to exchange it for the same item, please contact our customer support and create a ticket! Please also take pictures of the damage and add them to your support ticket. After we have agreed on a solution, please send your item to:

[  c/o AW Trade – Alexander Wussler – Funkenburgstrasse 5 04105 Leipzig Germany]


If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, you should mail your product to:

[  c/o AW Trade – Alexander Wussler – Funkenburgstrasse 5 04105 Leipzig Germany]

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Missing or damaged goods

To report problems with goods, or to establish a refund or return, please follow the procedure for further processing.


PROCEDURE for further processing

First contact our customer service to explain your intention and receive a support ticket ID via email. Then fill out the contact form with reference to the support ticket ID and send us the necessary data for your request. Our service times are Mon-Fri from 9.-17. CLOCK (CET).

1. Contact customer service

Please contact our customer support first and create a request to receive a support ticket ID by email!

2. Wait for instructions

Wait for customer service instructions to proceed to step 3.

3. Submit the necessary data via the form

With reference to the support ticket ID, please send us all the necessary information for the further processing of your request.

Refund & Return Form

    REFUND & RETURN FORM Important: This form can only be submitted with a valid Support Ticket ID. If you don't have one, please contact our customer support beforehand. Note: *marked fields are mandatory fields

    Click, if delivery address differ from your address

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