Once the goods have been received, your return will be edited as quickly as possible, and the refund will be arranged upon receipt of the credit note confirmation.
What happens to a faulty item?
Within the returns period, you can create a returns label marked ‘Replacement’. Once we have received your return, we will replace the faulty item straight away. If the returns period has expired, please contact us.
What happens to vouchers in the event of partial returns?
If an order is only partially cancelled, the voucher will remain valid for the remaining items. As the voucher is applied proportionally to all items, you will be refunded the cost of the cancelled items, minus the value of the voucher.
If you wish to cancel your order, you can do so by using a clear statement as a medium and sending it via email to info@paulmann.de. Please bear in mind that, as orders are dispatched quickly, cancellation is usually not possible for payments made by credit card, PayPal or on account.
As a guest customer, how do I create a returns form?
As a registered customer, how do I create a returns authorisation?
Once they have signed up to use our online shop, registered customers can view their previous orders.
Once they have selected an order, they can request a return label for the selected items.
As a registered customer, how can I obtain a return label?
Once the login is completed for our online shop, signed-up customers can view their previous orders.
Once they have selected an order, they can request a return label for selected items.
How do I get a returns label as a guest customer?
Guest customers can obtain a free return label for an order via our Returns Centre.
How do I obtain a returns label for the Swiss shop?
You have the right of return within 14 days of receipt without giving a reason.
Please contact our sales representative in Switzerland (https://ch.paulmann.com/de/paulmann/shop/rueckgabe/) to arrange a return; they will provide you with a return label.
How can a bundle be returned?
Our standard returns policy applies to bundles. Please note that bundles can only be returned in their entirety. This means that, in the event of a return, all products included in the bundle must be returned together.
How long is the returns period?
You can return your order to us within 14 days without giving any reason.
How do I return my URail order?
Ideally, the number of returns created should match the number of parcels. This allows the shop to accept each parcel individually and arrange for it to be transported accordingly.
How do I exchange items?
A direct exchange – for example, receiving the item you ordered in a different colour – is not automatically possible. The unwanted product must be registered for return (the purchase price will then be refunded) and the correct version must be reordered separately.
How should returns involving parcels with a length of more than 1 metre be processed?
For returns of non-standard items over 1 metre in length (rails, profiles, etc.), you can arrange a return via the following link: https://de.paulmann.com/paulmann/shop/rueckgabe/
We will be in touch shortly to arrange for a collection by a transport provider from your premises.
How much does it cost to return the item?
We will cover the cost of returning the goods if you use a return label provided by us.
