When returning a product back to us, it’s best to use the original packaging as it provides the best protection for your product. If it is no longer available or has become unusable, please follow the guidelines below for correctly packaging the goods.
You can purchase boxes, filling materials, corner and edge protectors—sometimes custom-sized—online, for example.
Why is this important?
During shipping, your packages are exposed to various stresses such as pressure and impacts from stacking or jolting during road transport, as well as weather influences. Proper packaging protects your shipments and ensures they arrive intact and on time.
You will need:
Sturdy outer packaging (box)
The box should:
- be large enough to comfortably fit your goods
- provide enough space for cushioning all around
- be undamaged, sturdy, and sufficiently thick (e.g., triple-wall cardboard)
- not be old or heavily worn
- be cuboid-shaped and suitable for machine processing
- have no handles, slots, or protruding parts
Important:
The box should neither be too large (unstable) nor too small (insufficient cushioning).
An unsuitable box may collapse under pressure or if dropped.
Adequate cushioning
The goods must not move inside the box and should not have direct contact with the outer walls.
You will need:
- enough bubble wrap to wrap the goods at least twice on all sides
- cardboard corner protectors
Additionally, you can use packaging chips (e.g. made from cornstarch, Styrofoam, or paper) in sufficient quantity as filler material to completely avoid empty spaces. In any case, ensure your device cannot shift inside the box, as such materials are usually very soft.
Please do not use packaging materials such as blankets that you expect to get back. For logistical reasons, it is not possible to store or return these separately during the repair or replacement process.
Other items
- package tape (sufficiently wide and strong)
- utility knife or scissors
Important:
Use only appropriate tape for sealing. Do not use strings, ribbons, or other external fasteners, as these can interfere with transport and automatic sorting and in the worst case can even damage the box (cut into it).
You will receive from us:
- for parcel shipments, a link via email with return shipping information.
- for freight shipments, a confirmation of the pickup appointment you arranged with our hotline.
Instructions
Step 1
Remove all stickers and barcodes from used cartons. If the carton has any damage, please tape it carefully with parcel tape. The motto here is the more care you take, the better your device will be protected.
Step 2
Now fill the bottom of the carton with a layer of Styrofoam at least 5-10 cm high. Alternatively, it makes sense to line the inside corners of the box with sufficiently large Styrofoam corners so that the device to be shipped fits exactly inside.
Step 3
Now wrap the device with sufficient bubble wrap. It is best if all sides are wrapped several times. Also, make sure that the corners are especially protected. Now fix the foil to the device with the help of the parcel tape.
Step 4
Now place your device, wrapped in bubble wrap, in the center of the cardboard box padded with Styrofoam chips and/or corners. Now fill the box completely with the Styrofoam chips or fix your device with additional Styrofoam corners. Note that the device must thus survive falls from a height of up to 80 cm. Make sure that the completed return form is also placed in the box.
Step 5
Now seal the box and reinforce the side edges and corners with tape. For shipments covered by our warranty or return process, you do not need to add a shipping label or address to the box. The contracted carrier already has all the necessary information and will attach the required labels to the package if needed. For all other shipments, please label the box clearly with the sender’s and recipient’s addresses. Your device is now ready for shipment.