Return/Sending items back

Important notice: The information on this page is only valid for customers. Croozer partners please visit our B2B section regarding complaints.

Scenario 1: Unwanted Goods

Would you like to exercise your right of withdrawal and return a purchased item?

You have the right to cancel your order in writing within 14 days without providing a reason and return the products to us during this period. To meet this deadline, the timely dispatch of either the goods themselves or the return request is sufficient or you can make use of our voluntary return guarantee:
i.e. irrespective of your right of withdrawal, you can return the goods without giving any reason within 30 days of receipt. In this case, the goods must be returned in the condition in which you received them:

Croozer GmbH, Service- und Retouren-Center, An der Hasenkaule 10, 50354 Hürth, Germany

Email: consumer@croozer.com

You can download the Returns Form here. Then print it out and fill in the required information. Please be sure to include your Order Number on the form. The Order Number can be found both on your invoice and in your confirmation email. The first four digits are 1000.

If at all possible, please return the items to us in their original packaging.

A refund shall be provided within the legally required time frame, using the same payment method that you used when ordering the goods. No fees are charged. Your refund shall be issued after the goods have been received and inspected by our Service and Returns Centre.

We offer two options for returning goods:

1. Please send the item(s) with sufficient postage to the following address:

Croozer GmbH
Service- und Retouren-Center
An der Hasenkaule 10
50354 Hürth
Germany

2. If you had your order sent to an authorised dealer of your choice (applies only to orders within Germany):
You can return the item(s) to your service partner. In this case, there is no postage to be paid . Please take the confirmation of your declaration of withdrawal , along with the unwanted item(s) , to your service partner, who will process your return. We recommend that you have the dealer provide you with a confirmation of receipt for the returned item(s).

Who covers the shipping costs in the context of unwanted items?

Responsibility for shipping costs is determined by the law.

• The costs for shipping the order to you shall be completely refunded: i.e. we will refund the full amount paid by you (including shipping charges).
• In the context of unwanted goods, you are responsible for the return shipping costs. These costs will not be refunded..

Scenario 2: Faulty goods

Would you like to return faulty goods within the scope of the warranty/guarantee?

Did you have the item(s) sent to a Croozer dealer? (Applies only to orders within Germany.) In this case, warranty claims of any kind must be reported directly to the service partner specified on your invoice.

If you had your online order sent to your home, then you can submit your warranty claim to a Croozer dealer in your area. Our service partners would be happy to support you.

However, you can also return the faulty goods directly to us by sending them with sufficient postage to the following address:

Croozer GmbH
Service- und Retouren-Center
An der Hasenkaule 10
50354 Hürth
Germany

To help us identify your shipment quickly and easily, you will need to register your warranty claim by sending an email to the following address:consumer@croozer.com. Be sure to fill out the Returns Form and include it in the parcel.

Who covers the shipping costs in the context of faulty goods under warranty?

Responsibility for shipping costs in the case of a valid warranty claim is determined by the law.

• The costs for shipping the order to you shall be completely refunded: i.e. we will refund the full amount paid by you (including shipping charges ).
• In the context of a valid warranty claim, Croozer GmbH is responsible for the return shipping costs.
• Croozer GmbH will also pay the shipping costs for any replacement items shipped to you.

If you have any questions, feel free to contact the Croozer Service Team. You can reach us Monday through Friday from 9:30 - 12:30 and from 13:30 - 16:00 by phone (+49 2233 - 95991-1) or email: consumer@croozer.com.