Returns

Address for returns:

DieCrema GmbH
Rhöndorferstrasse 38A
53604 Bad Honnef

Return in case of complaint:

In the case of complaints about damaged goods or incorrectly delivered goods, we will provide you with a return slip with postage paid. Please always state a reason for the complaint when making a complaint. Ideally, send us pictures of the damaged goods by email. This makes it easier for us to identify the item and speeds up the complaint process.

Please note that the return slip is only valid for returns within Germany.

Returners from abroad must first pay the postage (normal insured shipping, not express delivery) and then send us a postage receipt stating your bank details. We will refund the necessary postage after receiving the corresponding receipt.

Shipping information

• Send the defective item as complete as possible with accessories - that is, with all the parts that you received from us when you delivered it. It is best to send the goods back to us in the original box (if included) including manual and cables etc. or in an appropriate outer box.
• For insurance reasons, please send the item as a parcel, not as a package or in an envelope.
• When returning the goods, use packaging that is suitable to protect them against typical transport hazards
• If possible, please include a detailed description of the error and a copy of the invoice. This will make the process easier and faster.

Return in case of cancellation:

A cancellation is the case if you have ordered goods from us that you no longer need. In this case, you will bear the costs for the return shipment. Proceed as follows

• Please inform us of the cancellation within the cancellation period, which you can find in our cancellation policy. To do so, either send us an email stating the date of purchase, the order number and the item you would like to return, or fill out our cancellation form.

Return of accessories and spare parts:

• After receiving your cancellation, we will send you a return slip from DHL for a fee. The proportional costs within Germany are €4.90 per package.
• Pack the item in a bubble envelope or box so that it cannot break. When returning the item, use packaging that is suitable to protect the goods against the typical transport risks. If you have any questions about packaging, we will be happy to help you over the phone.

Return of machines and mills:

• After receiving your cancellation, we will send you packing instructions and the relevant shipping documents. Please let us know a day on which we can have the machine picked up.
• When returning portafilter machines and grinders, please use the original box and a well-padded outer box.
• Machines that you received on a pallet are too fragile to be sent as a parcel. They must be returned on a pallet in order to arrive to us undamaged. Please tell us a possible day on which the machine can be picked up and whether you need lashing straps to secure it to the pallet.
• Do you need help with packaging? Contact us, we will be happy to help.
• We will inform you in advance by email about the costs of the return shipment.
• If possible, please enclose the printed cancellation form and a copy of the invoice. This will make the process easier and faster.

Examination and reimbursement:

• When the item arrives with us, we check the goods for completeness and any damage that could reduce the value. If the inspection is positive, you will receive a full refund of the purchase price. If the item is contaminated or damaged, we reserve the right to retain the reduction in value.