Product returns

If you are not completely satisfied with individual items, you can return them within 30 days without specifying any reason.

Here is how it works:
1. Print out your free return label, you will find the link to it:

- in the dispatch confirmation email or
- in the invoice email or
- in your customer account or
- contact our customer service: [email protected]

2. Fill out the return slip and include it with your return shipment.

3. Place the return label in a visible location on your package (covering the original shipping label).

4. Bring the package to a nearby post office, DHL package store or DHL package drop-off box. The address for returning your online store order is:

Zwiesel Fortessa AG Versandservice (PVS)
Schleißheimer Str. 93 a
85748 Garching bei München
Germany

Our customer service will be pleased to assist you with any questions.

Please keep the original package return receipt in case of inquiries or lost shipments until you receive confirmation that your return shipment was received.

It can take a few days for your return shipment to arrive and be checked in at our warehouse. We will send you an email confirmation once your return package has been processed.

It may take several business days for the return credit to appear in your bank/credit card account after a return. That depends on your bank’s processing speed, over which we have no control.

We ask for your understanding that we can only accept returns of items that were purchased in the Zwiesel Glas Online Store. If you would like to return items you bought elsewhere, please contact the shop where you bought these items. The local store may be able to offer you a solution and will report the issue to the Zwiesel Glas customer service.

Return credit

Once a return has been successfully processed, we will reimburse your full payment, including shipping cost.

Return credits will be made immediately and within 14 days from the day we received notice of your contract cancellation at the latest. We may hold the return credit until the merchandise has been returned or until you have provided proof that the merchandise was returned, whichever is earlier.

You are responsible for any loss of merchandise value associated with any handling beyond the scope of checking the condition, properties and function of the merchandise.

Return credits will be made by the same financial instrument used for the original transaction, unless otherwise specifically agreed with you. We will not charge any fees for this return credit.

Purchase by invoice

Any payments you have made will be reimbursed to the bank account you specify. If you have not yet initiated payment and are only returning part of the merchandise, you can simply deduct the relevant amount from the total invoice amount to be transferred.

Credit Card

The reimbursement will automatically be credited to the bank/credit card account you used for your order. Depending on the individual bank, it may take several days for the credit to appear in your credit card account.

Paypal

Credits from returned merchandise will be posted to the PayPal account you used for your purchase.

Warranty

Zwiesel Glas is proud of its demanding quality standards. We will of course honor your warranty rights if one of our products should not live up to your expectations. Please refer to our General Business Terms for further details on warranty conditions.