Returns & Refunds

Something not right? Talk to us first

If the product does not fit, you would rather exchange it, something arrived damaged, or anything else is wrong with your order — write to support@alpenwarm.de with your order number. We answer within 24 hours on business days and tell you exactly what to do next.

Please always contact us before sending anything back. We will give you the correct return address. Parcels sent back on your own initiative can go astray and we cannot process them.

Changing your mind

You can cancel your order and return the goods within 14 days of receiving them, without giving a reason. Just let us know within that period — an email is enough — and send the goods back promptly afterwards.

Items should come back complete, with the power bank, cables and packaging, and in a condition that still allows us to assess them. You may try the product on and test it the way you would in a shop. If the value of the goods is reduced by handling that goes beyond that, we may deduct the difference from your refund.

Return shipping

Return shipping is paid by you. We recommend a tracked service — without tracking, a lost return cannot be traced or refunded.

This does not apply if the item is faulty, damaged or not what you ordered. In that case we cover the return, and you should send us a photo by email first so we can often resolve it without a return at all.

Your refund

Once your return reaches us and has been checked, we refund to the original payment method within 14 days. Depending on your bank or card issuer it can take a few more days to appear on your statement.

We refund the price of the goods and the standard outbound shipping you paid. If you chose a more expensive shipping option, we refund the standard rate.

Faulty goods

If a product develops a fault, your statutory rights apply in full and are not affected by anything on this page. Write to us with your order number and a description or photo of the problem, and we will arrange a repair, a replacement or a refund.

United Kingdom

If you are a consumer in the UK, you have a statutory right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 within 14 days of receiving the goods, and your rights under the Consumer Rights Act 2015 apply to faulty or misdescribed goods. Nothing on this page limits those rights.