Return policy

 Return policy

Claims for incorrectly printed / damaged / faulty items must be submitted within 14 Calendar days to be submitted upon receipt of the product. For packages lost in transit, all claims must be submitted no later than 14 Calendar days be submitted after the estimated delivery date. Claims that are considered to be errors on our part are at our expense.

If you find a fault with the products or any other problem with the order. Contact us. 

The goods must be in their original packaging, complete with all accessories and with the enclosed delivery note / return note and any guarantee certificate. Sealed and plastic-welded products can only be returned in unopened condition. Any seal must not be broken. Hygiene items (underwear, socks, bras, protective masks, hosiery and swimwear) and food are excluded from the right of return.

Wrong address - if the customer provides an address that is deemed insufficient by the courier, the item will be returned to our facility. You will be responsible for the cost of re-delivery once we have confirmed an updated address (if applicable).

Unclaimed - Unused deliveries will be returned to our facility and you will be liable (if applicable) for the cost of redelivery to you or your end customers.

All returned orders will not be available for re-shipment due to an incorrect delivery address or failure to receive the item and will be used for charity at your expense (without us issuing a refund). P&P group GmbH does not accept returns of sealed goods, in particular underwear and face masks that are unsuitable for return for health or hygiene reasons. You hereby agree that returned orders with underwear and face masks will not be available for re-delivery and will instead be disposed of.

Returned by the customer - The best thing to do is to advise your end customers to contact you before they return products. Except for customers residing in Brazil, we will not refund orders just because the customer has changed his mind. Returns for products, face masks and size swaps can only be offered at your own expense and discretion. If you choose to accept returns or offer a size swap, you will need to place a new order for a face mask or a different size product at your own expense. Brazil residents who have changed their mind must contact our customer service and express their willingness to return the item and provide a picture of the item within 7 consecutive days of receipt. The withdrawal request will be subject to an assessment to verify that the product has been used or destroyed, even if it is partial. In these cases a refund is not possible.

Note to EU consumers: According to Article 16 (c) and (e) of Directive 2011/83 / EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, you cannot be offered a right of withdrawal for:

  1. the delivery of goods that are manufactured according to the consumer's specifications or clearly personalized;
    2. sealed goods whose seal was broken after delivery and which are therefore unsuitable for return for reasons of health protection or hygiene,

therefore P&P group GmbH reserves the right to refuse returns at its sole discretion.

The English language version is decisive for this guideline and its interpretation, regardless of any translations made for whatever purpose.