Cancellation process
How can I cancel an order?
If you would like to cancel an order that you have already placed, you can do so free of charge until it has been shipped, as long as the order is not yet in the shipping preparation stage. You can cancel the order in your customer account: Click on the "Orders" section, select the relevant order, and use the Cancel button, if it is still available. You will then be asked to provide a reason for the cancellation.
Do I need to register or sign up for a cancellation?
Yes. A cancellation is only possible for registered customers who have created a customer account.
What happens to my payment after the cancellation?
If a refund is necessary, it will be processed as quickly as possible to the payment method used for the order.
Can I cancel an order after it has been shipped?
No. Once the order is in the shipping preparation stage or has already been shipped, cancellation is no longer possible. In this case, only your statutory 14-day right of withdrawal applies.
Which orders are excluded from cancellation?
A cancellation is only possible for regular shop orders. Custom orders and made-to-measure items are excluded from cancellation.
For pre-orders, we are happy to check upon request whether a cancellation is still possible in individual cases.
Cancellation of rental products
Once a product has been rented, it is reserved for you for the agreed rental period and is not available to other customers during this time.
A cancellation is therefore only possible if it is communicated in writing in a timely manner, at least 10 business days before the start of the rental period.
If the cancellation occurs after this period, unfortunately, a cancellation is no longer possible.
Return process
How can I return an item?
If you wish to exercise your 14-day right of withdrawal and return a product, please send the product (clean, unused, and well-packaged) to the following address. Please note that your package must include a return slip so that it can be assigned in the goods receipt.
SIGNUM Sattelservice GmbH
Gaußscher Bogen 14
29646 Bispingen
Do I need to register or sign in before the return?
No. No registration or login is required for the return. You can have a return label sent to you via email using the form below.
Request return label
Enter your information – we will send you the return label via email.
Costs & Deadlines
Who bears the return shipping costs?
Please note that the return shipping costs are to be borne by the buyer.
How long do I have to return an item?
You can exercise your right of withdrawal within 14 days and return a product.
Is there an extended return period during the holidays?
Feel free to contact us even after the 14-day period has expired. The condition for a return after the deadline is the presentation of the purchase receipt as well as the like-new, clean, and undamaged condition of the goods.
Exchange
Return & Order of the Alternative
If you would like to exchange a product, we recommend that you first return the product so that we can process a refund for you. After that, you can reorder the desired item directly from our online shop to ensure it reaches you without delay.
Service request
Repair or complaint
If you would like to repair or claim a product, please use our form.