Returning Order

In case of complaints due to damaged goods or wrongly delivered goods, we will provide you with a return note whose postage costs have been paid. When making a complaint, please always state the reason for the complaint. In the best case, send us pictures of the damaged goods by e-mail. This makes it easier for us to allocate the goods and speeds up the complaints procedure.

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

Returning customers from abroad should pay the postage first (normal insured shipping, no express delivery) and then send us a postage voucher stating your bank details. We will reimburse you for the necessary postage upon receipt of the corresponding receipt.

Shipping instructions

If possible, send the defective item complete with accessories - that is, with all the parts you received from us at the time of delivery. It is best to return the item to us in the original box (if supplied) including the manual and cables etc. or in an appropriate outer box.
For insurance reasons, send the item as a parcel, not as a small package or in an envelope.
Use packaging for the return that is suitable for protecting the goods against typical transport hazards.
If possible, enclose a detailed description of the defect and a copy of the invoice. This will facilitate and speed up the process.

Return in case of revocation:

A revocation is a case where you have ordered goods from us that you no longer need. In this case, you bear the costs for the return. Proceed as follows

Please inform us about the revocation within the revocation period, which you can find in our revocation instructions. To do this, either send us an email https://www.diecrema.de/kontaktformular stating the date of purchase, the order number and the item you would like to return, or fill in our cancellation form.

Return of accessories and spare parts:

We will send you a return shipping note from DHL for a fee after we receive your cancellation. The proportional costs within Germany amount to 4.90€ per parcel.
Pack the item unbreakably in a bubble envelope or cardboard box. When returning the goods, use packaging that is suitable for protecting the goods against typical transport hazards. If you have any questions about packaging, we will be happy to help you by telephone.

Return shipment of machines and mills:

Upon receipt of your cancellation, we will send you packaging instructions and appropriate shipping documents. Please let us know a day on which we can collect the machine.
When returning portafilter machines and grinders, please use the original carton and a well-padded outer carton.
Machines that you have received on a pallet are too fragile to be sent as a parcel. They must be returned on a pallet in order to reach us without damage. Please let us know a possible day on which the machine can be collected and whether you need lashing straps to secure it to the pallet.
Do you need assistance with packing? Contact us, we will be happy to help.
We will inform you about the costs of the return shipment in advance by e-mail.
If possible, please enclose the printed cancellation form and a copy of the invoice. This will make the process easier and faster.

Inspection and refund:

Once we have received the item, we will check it for completeness and any damage that could reduce its value. If the inspection is positive, you will receive the full purchase price and a refund. In the event of contamination or damage, we reserve the right to retain the reduction in value.