Refunds & Returns

Last updated: August 2026 · Please have this page reviewed by an adviser qualified in German law before launch.

Your 14-day right of withdrawal

As a consumer buying online in Germany, you have the right to withdraw from your order within 14 days of receiving it, without giving a reason (section 355 of the German Civil Code, the Bürgerliches Gesetzbuch, implementing the EU Consumer Rights Directive 2011/83/EU). The period starts on the day you, or a carrier you named, take possession of the goods. To withdraw, send us a clear statement by email at theteam@insectscreens.de with your order number before that period ends. You then have a further 14 days to send the goods back.

You may use the model withdrawal form set out in Annex 2 to Article 246a of the Introductory Act to the Civil Code (EGBGB), but you do not have to. Any clear statement will do. Ask us and we will email the form to you.

What you get back

We refund the price you paid plus the standard delivery charge, using the same payment method you used, within 14 days of receiving the goods back or of proof that you have sent them. If you chose a more expensive delivery option than our standard one, we refund the standard cost.

You pay the cost of returning the goods. You are only liable for any loss in value if you have handled the goods in a way that goes beyond what is necessary to establish their nature, characteristics and functioning, which is the test in section 357(7) BGB. Unrolling a screen and offering it up to the window is fine. Cutting it to size is not, because it cannot then be resold.

Screens made to your measurements

If we make a screen to the measurements you give us, for example through our quote service, it is made to your own specification. Under section 312g(2) no. 1 BGB the right of withdrawal does not apply to it once we have started making it. We say this on the quote form too, so you know before you order. This is a different thing from a standard size that you cut down yourself at home: standard sizes keep the full withdrawal right until you cut them.

If anything is wrong with a made-to-measure item, just contact us. Faulty or incorrect goods are always put right, and the exemption above does not touch your statutory rights over defects.

If something is faulty

If your order arrives faulty, damaged or not as described, contact us and we will put it right at no cost to you. We cover return costs for faulty items. The statutory liability for defects applies under sections 434, 437 and 438(1) no. 3 BGB, which give you two years from delivery, implementing Directive (EU) 2019/771.

How to start a return

Email theteam@insectscreens.de with your order number and tell us whether you are withdrawing or reporting a fault. We reply with the return address and the next step. Please do not send anything back before you hear from us, so your parcel does not go astray.

Consumer dispute resolution

We are not obliged to take part in dispute resolution proceedings before a consumer arbitration board, and we do not currently do so. If a dispute arises we would much rather settle it with you directly, so contact us first. General information about consumer arbitration boards in Germany is available from the Universalschlichtungsstelle des Bundes under the Verbraucherstreitbeilegungsgesetz (VSBG).