Refund policy
Return & Exchange Policy
At BORUN GmbH, we want to ensure a clear and transparent return process. The following policy applies to purchases made through our online store. Different conditions apply to consumers (B2C) and business customers (B2B).
B2C – Consumer Returns
Consumers have a statutory 14-day right of withdrawal in accordance with applicable German and EU consumer law.
The withdrawal period generally begins on the day you, or a third party designated by you other than the carrier, receives the goods.
To notify us of a return, please contact:
info@borun-gmbh.com
Please include your order number and, where possible, the reason for your return. Providing a reason is not required to exercise your statutory right of withdrawal.
Condition of Returned Products
Products should be returned complete and, where possible, in their original packaging with all accessories, cables, documentation and other items supplied with the product.
For smartphones, tablets and other electronic devices, the IMEI and/or serial number will be verified. The returned device must correspond to the device originally supplied by BORUN GmbH.
Customers are advised not to activate, configure or unnecessarily use a device if they intend to return it.
Consumers may inspect a product to the extent necessary to establish its nature, characteristics and functioning. If handling beyond what is necessary causes a loss in value, BORUN GmbH may claim compensation for the diminished value to the extent permitted by applicable law.
Exchanges
Eligible products may be exchanged.
After the returned product has been received and inspected, approved exchanges will normally be processed within approximately 3 business days, subject to availability.
Return Shipping Costs
For a standard consumer withdrawal where BORUN GmbH has not made an error and the product is not defective, the customer bears the direct cost of returning the goods, where permitted by applicable law.
If BORUN GmbH has sent an incorrect product, model, colour, storage capacity or other incorrect item, BORUN GmbH will bear the applicable return shipping costs.
Defective Products
If you believe a product was defective upon delivery, please contact us as soon as possible at info@borun-gmbh.com.
We may request appropriate evidence and inspect the device, including verification of its IMEI and/or serial number.
Confirmed defects will be handled in accordance with applicable statutory warranty rights. Nothing in this policy limits mandatory statutory rights relating to defective goods.
Transport Damage
Customers are requested to inspect their shipment promptly upon delivery.
Visible transport damage should preferably be reported to us within 24 hours of delivery. Please provide photographs of the packaging, shipping label and damaged product where possible, and retain the original packaging.
The 24-hour notification request helps us investigate transport damage and does not limit mandatory statutory rights.
Refunds
Once the returned product has been received and inspected, approved refunds will normally be processed within approximately 3 business days.
Refunds will generally be issued using the same payment method used for the original transaction, unless otherwise agreed in accordance with applicable law.
Additional processing times imposed by banks or payment providers may apply.
B2B – Business Customers
Purchases made by businesses, traders, resellers or other commercial customers are not subject to the statutory consumer right of withdrawal.
Unless expressly agreed otherwise in writing by BORUN GmbH, confirmed B2B orders cannot be returned, exchanged or cancelled merely because the customer has changed their mind or no longer requires the goods.
This applies particularly to:
- bulk or high-volume orders;
- specially negotiated orders;
- orders placed under special B2B pricing;
- individual quotations or special offers; and
- products specifically sourced or procured for a business customer.
BORUN GmbH may exceptionally accept a B2B return following a formal written request and express written approval. Such approval is granted at BORUN GmbH’s discretion and does not create a general right of return for other B2B orders.
Any mandatory legal rights that cannot be excluded remain unaffected.
B2B Device Verification
Any B2B return accepted by BORUN GmbH is subject to inspection.
The IMEI, serial number, model and specifications must correspond exactly to the products originally supplied.
Products that have been substituted, manipulated or do not correspond to the original IMEI or serial number will not be treated as the products originally supplied by BORUN GmbH.
Return Address
Please securely package returns and send them to:
BORUN GmbH
Darmstädter Landstraße 116
60598 Frankfurt am Main
Germany
Email: info@borun-gmbh.com
Customers are encouraged to contact us by email with their order number before or when returning an item to facilitate processing.
This Return & Exchange Policy does not restrict any mandatory statutory consumer rights.