HSE.de offers a voluntary return right of 30 days for purchased goods. The return period generally starts when the customer (or a designated recipient who is not the carrier) takes possession of the item. To meet the deadline for shippable parcels, dispatching the return shipment before the end of the return period is typically sufficient. For bulky or non-parcel items, the return is handled differently and may involve arranging a pickup or sending a timely written notice within the return window, depending on the item category and shipping method.
Returns are intended for items that are complete and in the same condition as received. Items should be sent back with all included parts and accessories. Where possible, products should be repacked securely to prevent damage in transit. For apparel and similar goods, keeping tags attached until the decision to keep the item is final helps preserve the item’s condition. For products that can show wear easily (such as shoes, jewelry, or functional home items), testing should be done carefully to avoid unnecessary signs of use that could affect refund outcomes.
Certain goods may be excluded from return rights or may lose eligibility if opened or unsealed, especially where hygiene, health protection, or perishability is relevant. Examples commonly include sealed cosmetics or hygiene-related items once the seal is broken, quickly perishable goods, and customized or personalized products. Media or software in sealed packaging may also be excluded once unsealed. These limitations can apply under statutory withdrawal rules and can also affect the voluntary return right, so checking the specific product notes and the applicable terms is important before opening or using sensitive items.
Return shipping is described as free when the provided return label (or another approved shipping method) is used. If a different shipping method is chosen without approval, reimbursement of shipping costs may not apply. After the return is received and processed, refunds are typically issued back to the original payment method used for the purchase, subject to any applicable deductions. If the item’s value is reduced due to handling beyond what is necessary to check its characteristics and functioning, a value reduction may be applied.
Order-related actions are easiest to manage through the customer account and the order overview page, which can be used to review purchases and track order status. For cancellations (storno) before shipment, or for questions about whether an item category has special return handling (for example, bulky goods or restricted items), customer service can provide guidance. Support is available via the HSE contact page, including email support and phone service during published service hours.
