Returns & Revocation

Further information

The coffee doesn't taste right? You have other concerns and can't get to grips with the Arca? We have summarised some things on the FAQ page. There you can also contact us.

Frequently asked questions / Contact the Henkels / Troubleshooting

Right of withdrawal

You have the right to withdraw from this contract within fourteen days without giving any reason. The withdrawal period is fourteen days from the day on which you or a third party designated by you, who is not the carrier, have taken possession of the goods. To exercise your right of withdrawal, you must inform us, Carl Henkel GmbH, Zürichstrasse 11, CH – 6004 Lucerne, Email: hello@carlhenkel.com, by means of a clear statement (e.g. using the form provided above, a letter sent by post, fax or e-mail) of your decision to withdraw from this contract. The easiest way to do this is to use the form provided at the beginning of the page. You can also use the following sample withdrawal form for this purpose, but this is not mandatory. To comply with the withdrawal period, it is sufficient that you send the notification of the exercise of the right of withdrawal before the expiry of the withdrawal period.

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Sample withdrawal form

(If you wish to withdraw from the contract, please fill out this form and send it back.)

Carl Henkel GmbH, Zürichstrasse 11, CH – 6004 Lucerne,
e-mail: hello@carlhenkel.com

- I/we (*) hereby withdraw from the contract concluded by me/us (*) for the purchase of the following goods (*) / the provision of the following service (*)
 

- Ordered on (*)/ received on (*)
 

- Name of the consumer(s)
 

- Address of the consumer(s)

- Signature of the consumer(s) (only for notification on paper)

- Date
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(*) Delete as appropriate.

Consequences of withdrawal

If you withdraw from this contract, we shall reimburse you all payments we have received from you, including delivery costs (with the exception of the additional costs resulting from your choice of a type of delivery other than the least expensive standard delivery offered by us), without undue delay and at the latest within fourteen days from the day on which we received the notification of your withdrawal from this contract. For this repayment, we will use the same means of payment that you used for the original transaction, unless expressly agreed otherwise with you; in no case will you be charged any fees for this repayment. We may refuse repayment until we have received the goods back or until you have provided proof that you have returned the goods, whichever is the earlier. You must return or hand over the goods to us, Carl Henkel GmbH (return address: Streiff & Helmold GmbH, Logistik & Versand / Retouren, Lager Carl Henkel, Carl-Giesecke-Straße 2, DE-38112 Braunschweig), without undue delay and in any event no later than fourteen days from the day on which you inform us of the withdrawal from this contract. The deadline is met if you send the goods before the expiry of the period of fourteen days. You bear the direct costs of returning the goods. You only have to pay for any loss in value of the goods if this loss in value is due to handling of the goods that is not necessary for checking the quality, characteristics and functioning of the goods.

Exceptions to the right of withdrawal
Unless the parties have agreed otherwise, the right of withdrawal does not apply to the following contracts:

Contracts for the supply of goods that are not prefabricated and for the manufacture of which an individual choice or determination by the consumer is decisive or which are clearly tailored to the personal needs of the consumer, contracts for the supply of goods that can spoil quickly or whose expiry date would be quickly exceeded, contracts for the supply of sealed goods which are not suitable for return for reasons of health protection or hygiene if their seal has been removed after delivery, contracts for the supply of goods if these have been inseparably mixed with other goods after delivery due to their nature, contracts for the supply of alcoholic beverages, the price of which was agreed upon at the conclusion of the contract, but which can only be delivered at the earliest 30 days after the conclusion of the contract and whose current value depends on fluctuations in the market over which the entrepreneur has no influence, contracts for the supply of audio or video recordings or computer software in a sealed package, if the seal has been removed after delivery, contracts for the supply of newspapers, periodicals or magazines with the exception of subscription contracts.

End of the withdrawal policy