Returns & Refunds

How can I return my goods?

In addition to your statutory right of withdrawal of 14 days, we voluntarily offer you the option to return the item within a total of 14 days 30 days from receipt of the goods on.

Your legal rights, in particular your statutory right of withdrawal and your statutory warranty rights, are not restricted by this.

So that we can process your return as quickly as possible, we ask you to take the following steps into account:

1. To initiate a return, please email us via our Contact form or by email service@sanfino.de a message.
2. For items that can be sent by parcel, you will receive a free return label from us if you use the returns procedure provided by us.
3. Pack the goods carefully and securely for transport. We recommend using the original box or shipping packaging and existing packaging material if possible. However, the use of the original packaging is not a prerequisite for exercising your statutory right of withdrawal.
4. Attach the return label provided by us to the outside of the package in a clearly visible location.
5. Hand in the package at the acceptance point of the respective shipping service provider specified on the return label.

Where do I return parcel items?

The return address for items that can be sent via parcel is:

Dunasan GmbH
146067 / LogoiX
Wasserburger Str. 50a
83395 Freilassing
Germany

If possible, please use the return label provided by us so that your return can be correctly assigned and processed quickly.

If you organize the return yourself and do not use our return label provided, you will bear the resulting shipping costs yourself.

How does returning shipping items work?

Large, heavy items or items that cannot be sent as parcels must also be transported by a freight forwarder or large parcel service in the event of a return.

Please take before returning of a shipping item contact us. We will then inform you of the specific return address and the organizational details of the return.

• The goods must be sufficiently and securely packaged for return transport.
• If necessary for transport, the goods must be provided on a suitable pallet.
• In order to arrange a pickup appointment, we need a current and accessible telephone number.
• The return is carried out by a shipping company or large parcel service.

The buyer bears the direct costs of returning goods that cannot be sent as parcels.

For forwarding items within Germany and Austria, the return costs are charged - depending on the item, pickup location and transport costs a maximum of around €250 appreciated. Experience shows that the costs are between approx 80€ and 250€.

Do I have to use the original packaging?

No. The original packaging is not a prerequisite for exercising your statutory right of withdrawal.

However, we recommend that you keep the original packaging and the existing packaging material if possible and use it for a return. This means that the goods can be optimally protected from damage during return transport.

Can I return a toilet seat with the protective film removed?

In principle, you can check a toilet seat within the framework of the legal regulations.

Please note, however, that compensation can be demanded for any loss of value if this is due to handling of the goods that was not necessary to check the condition, properties and functionality.

We therefore recommend checking the following points in particular before assembly or further use:

• Check whether the dimensions and mounting distances of the toilet seat match your ceramic.
• Check whether the fastening system supplied is suitable for your toilet ceramic.
• Check whether the color, shape and design match your order.

For goods that are actually sealed and are not suitable for return for reasons of health protection or hygiene, the statutory right of withdrawal may expire prematurely if the relevant seal was removed after delivery and the legal requirements for this are met.

What happens if the goods have already been used or damaged?

In principle, you may examine the goods as necessary to determine their nature, properties and functionality.

You only have to pay for any loss of value if this is due to handling of the goods that was not necessary for such an inspection.

Any use that goes beyond the required inspection or damage caused by the customer may therefore lead to appropriate compensation.

When will I receive my refund?

In the event of a statutory revocation, we will reimburse the payments you have made in accordance with the statutory provisions immediately and no later than fourteen days from receipt of your declaration of revocation.

We may refuse repayment until we have received the goods back or you have provided evidence that you have sent the goods, whichever occurs earlier.

For the repayment, we generally use the same payment method that you used for the original transaction, unless expressly agreed otherwise.

What applies to a voluntary return between day 15 and day 30?

After the statutory cancellation period has expired, you can return the goods within a total of 30 days from receipt under our voluntary return conditions.

The prerequisite is that the goods are complete and show no damage or signs of use that go beyond the handling required to inspect the goods.

Goods for which the statutory right of withdrawal is excluded or which has expired prematurely are generally also excluded from the voluntary return option. This applies in particular to goods that have been made individually for you or have been clearly tailored to your personal needs.

If the requirements of our voluntary return conditions are met, we will refund you the purchase price paid for the returned goods.

If the return is made exclusively due to our voluntary return option after the statutory cancellation period has expired, the original shipping costs will not be refunded unless we have expressly agreed otherwise.

For goods that can be sent by parcel, we will also provide you with a free return label for voluntary returns, provided you use the returns procedure provided.

If goods cannot be sent via parcel or pallet, the buyer bears the direct return costs.

What can I do if my order arrives damaged or incorrect?

If the order you have received is damaged, incorrect or defective, please contact us via our as soon as possible Contact form or by email service@sanfino.de.

Please provide us with your order number and a brief description of the problem. Photos or videos help us to quickly check the process.

We will then examine the next steps together with you.

Of course, your statutory warranty rights remain unaffected by this.

I haven't received my package. What can I do?

If you have not received your package even though it has already been delivered according to the shipment tracking, or if the shipment status has not changed over a longer period of time, please contact us Contact form or by email service@sanfino.de with us.

We then check the shipping status together with the responsible shipping or transport service provider.

How can I exercise my legal right of withdrawal?

You can revoke your consent by letter, email or via our electronic function “Cancel contract” explain.

You can find detailed information about your legal right of withdrawal on our website “Right of withdrawal”.