1. Order Processing and Delivery
Orders are generally processed within 1–3 working days after payment confirmation.
Orders are delivered across Europe using services such as DHL, FedEx and UPS Priority. Standard delivery generally takes approximately 5–10 working days after dispatch.
Tracking updates are sent to the email address provided with the order at relevant stages, including dispatch, arrival at a logistics point and local delivery.
If an order exceeds the standard delivery period, we may initiate an enquiry with the relevant carrier. Following the circumstances of the individual shipment, we may arrange a full refund or replacement shipment, where appropriate.
2. Payment Methods
Available payment methods include:
- Visa
- Mastercard
- American Express
- Apple Pay
- Google Pay
- Selected electronic wallets available at checkout
Refunds relating to an order will normally be made using the same payment method used for the original transaction, unless otherwise permitted or agreed under applicable law.
3. 14-Day Right of Withdrawal
Consumers generally have a statutory 14-day right of withdrawal for eligible online purchases without providing a reason.
For goods, the withdrawal period generally begins on the day the consumer, or a third party designated by the consumer other than the carrier, receives the goods.
To exercise the right of withdrawal, please send a clear statement by email within the applicable withdrawal period.
Returned goods should be sent without undue delay and, in general, no later than 14 days after the consumer has communicated the withdrawal.
4. Return Address
Where a return is required, goods should be sent to:
Grüner Weg 11
33449 Langenberg
Germany
Please contact us before sending a return so that the applicable return instructions can be provided.
5. Return Costs
For a withdrawal based solely on a change of mind, the consumer generally bears the direct cost of returning the goods, provided this information was supplied before the purchase.
Where goods are defective, damaged or do not conform to the purchase contract, applicable statutory remedies apply and the relevant costs are handled in accordance with German and European consumer law.
6. Damaged Goods
If an item arrives damaged, please contact us by email as soon as reasonably possible and provide:
- Order number;
- Photographs of the affected item;
- Photographs of the packaging where relevant;
- A brief description of the issue.
We will review the information and may arrange a refund or replacement according to the circumstances.
Where the available evidence is sufficient to assess the matter, a return of the damaged item may not be required.
7. Defective or Non-Conforming Goods
If a product is defective or does not conform to the purchase contract, please contact us with the order details and relevant evidence.
Depending on the circumstances and applicable law, available remedies may include repair, replacement, an appropriate price reduction or reimbursement.
Nothing in this policy limits mandatory statutory rights concerning defective or non-conforming goods. EU consumer rules provide statutory remedies for goods that are faulty or do not correspond with the contract.
8. Refund Processing
For a valid withdrawal, reimbursement will be made without undue delay and generally no later than 14 days from the day we are informed of the consumer’s decision to withdraw.
For goods, where permitted by applicable law, reimbursement may be withheld until the returned goods have been received or the consumer has supplied evidence that the goods have been sent back, whichever occurs earlier.
The refund will normally be made using the same payment method used for the original transaction, unless another method has been expressly agreed and does not result in additional costs to the consumer.
Where applicable, the refund includes the cost of the standard delivery option originally selected. Additional costs arising from a more expensive delivery option selected by the consumer are not required to be reimbursed under the applicable withdrawal rules.
9. Contact
For refund, return or order enquiries, please contact:
ND-Rack GmbH
Grüner Weg 11
33449 Langenberg, Germany
Telephone: +49 52482029910
Email: rack@ndrackgmbh.com
If you contact us outside active service hours, please leave a message or send an email. We aim to respond within 24 hours.