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Returns

You want to return an item ordered from the PAULMANN online shop?
No problem, you have the right to return any product within 14 days. Within this period, you can return the item to us for a refund or exchange at your own expense.
You can send back your order to us within fourteen days – no questions asked.
But we can still help you if the fourteen days are over. Defective items can be returned after consultation with our customer service. These are our service numbers: DE: +49 (0)5041 998 388 | AT: +43 (0)2231 904 51 | CH: +41 (0)2231 904 51 | FR: +33 (0)61 508 70 30 | NL: +31 (0)203 69 04 95 | UK: +44 (0)1905 729 610

You have the right to return any product within 14 days. Within this period, you can return the purchased items free of charge for a refund or exchange – no questions asked.

Creating a return label
Please create a separate return label for each parcel you send back to us. Should an order you wish to return consist of multiple parcels, then you can use the function "Return label request" as many times as needed to ensure each parcel has its own return label.
Returns are extra simple for you, if you are a registered customer.

Registered customers
You can create your own return label in the "My Account" section:

  • Log in with your email address and password.
  • Click on the order you wish to return under "My Orders".
  • The order details appear on screen. The “Returns” button is located at the bottom left next to the order details. Here you can trigger your return and download a return label.

Unregistered customers or guest customers
Please use the returns form above to generate a return label. Enter your email address, the order/reference number and your customer number as unique identifiers for your return and to allow us to process it as quickly as possible. You will find all that information on your order confirmation and on your invoice. You will then be forwarded to register your return.

Important: Shortened URail light rails are considered customised items and are exempt from returns!

Packaging your return shipment
Please proceed as follows to allow the Paulmann online shop to process your refund quickly and without any issues.
  • All items should be returned without damage and in their original packaging.
  • Ensure that all component parts (incl. accessories) are included in the returns shipment.
  • Attach the return label securely on the parcel. Drop off the package at a DPD drop-off point of your choice.
  • You will not be charged for the shipping of your return. Visit www.dpd.co.uk/apps/shopfinder/index.jsp?value= to find a DPD drop-off point near you

Returns of items with permanently installed batteries
Please return undamaged products that come equipped with permanently installed, non-replaceable lithium-ion batteries in their original carton. In case of volume returns (from 3 cartons with 2 lithium-ion batteries each), you will have to attach a hazardous goods label.
Please contact us before returning a damaged product, and only return it after having consulted us.

If an order is only partially cancelled, the voucher amount remains valid for the remaining items. As the voucher amount is applied to all items in an order proportionally, you will receive a refund for the returned items minus the corresponding voucher percentage.
We cover the costs for return shipments to us, provided you use a returns label provided by us. Otherwise you will be responsible for the cost of the goods return. 
You can cancel your order via the following link uk.paulmann.com/return. To make things as easy as possible for you, we have created a template cancellation form for you, but you don't have to use it.
You can reach our customer service via the following phone numbers: DE: +49 (0)5041 998 388 | AT: +43 (0)2231 904 51 | CH: +41 (0)2231 904 51 | FR: +33 (0)61 508 70 30 | NL: +31 (0)203 69 04 95 | UK: +44 (0)1905 729 610 Our customer service team will be happy to help with your cancellation.
We guarantee the fault-free function of products bearing the warranty mark for a period of 5 years from the purchase date.
We are sorry if your product should fail within that period. We are happy to help.
Simply fill out our returns form and add "Defective item" as the reason for return, or contact our customer service via the following phone numbers: DE: +49 (0)5041 998 388 | AT: +43 (0)2231 904 51 | CH: +41 (0)2231 904 51 | FR: +33 (0)61 508 70 30 | NL: +31 (0)203 69 04 95 | UK: +44 (0)1905 729 610 Alternatively, send us a message via the Contact Form, and then send the damaged item back after consultation.
Registered customers
If you are registered with a customer account with us, you can create your own return label in the "My Account" section:
  • Log in with your email address and password.
  • Click on the order you wish to return under "My Orders".
  • The order details appear on screen. The “Returns” button is located at the bottom left next to the order details. Here you can trigger your return and download a return label.

Unregistered customers or guest customers
Please use the returns form above to generate a return label. Enter your email address, the order/reference number and your customer number as unique identifiers for your return and to allow us to process it as quickly as possible. You will find all that information on your order confirmation and on your invoice. You will then be forwarded to register your return.
You can return products to us within 14 days of their receipt - no questions asked.
Please ensure that the products are undamaged and clean. Please return the goods in their original packaging, with all accessories and all packaging components. Should you no longer have the original packaging, we would then ask you to ensure suitable packaging that will appropriately protect the goods against transport damage.

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Free Returns

Return any of your purchased items free of charge for a refund or product exchange within 14 days.

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