Complaints & Cancellations - How it works at LURCH

We want to make it as easy as possible for you. Please distinguish between cancellation (return without defect) and complaint (damaged or faulty goods).

Complaints (defective or damaged goods)

If a product arrives damaged or develops a defect after a short time, please contact us. Here's how we proceed:

1. Send us an email to info@lurch.de with the following information:
   • Proof of purchase (order confirmation, delivery note, invoice, receipt or bank statement)
   • A brief description of the fault
   • Photos of the defective/damaged product (up to 10MB)
   • Current contact details in case of a replacement delivery
2. Our service team will review your case and contact you with the next steps.
3. Please do not return the goods to us at your own expense before you have received a response from us.

Cancellation (returns)

If you wish to return your order within 14 days without giving a reason:

• Please inform us in advance in writing of your cancellation at info@lurch.de. You can find the legal details in our cancellation policy.
• If you placed your order via Amazon, please check before returning the goods whether the seller and shipper was the Lurch Shop. If the seller and shipper was Amazon, please contact Amazon directly.
• Please provide your order number, order confirmation number, delivery note number or invoice number.
• You will receive a return slip from us, which you must enclose with the goods so that we can correctly assign your return.
• You are responsible for the costs of the return shipment.
• Send the goods to the following address:
  LURCH AG
  Schinkelstraße 6
  31137 Hildesheim
• Once we have received and checked the goods in our warehouse, we will issue a credit note and refund the money to the account from which the order was paid.
• If you have not heard from us within 7 working days, please contact us again, possibly by telephone.