Something isn't right?
We'll take care of it.
Whether it's a return, a product claim or shipping damage: here you'll quickly find the right way to handle your request.
Choose your request.
Returns and claims follow different procedures. Choose the relevant option so that we can assist you as quickly as possible.
Returns
Would you like to return an item or exchange it for another product? Here you'll find all the information you need for your return.
Go to Returns → 02 PROBLEM WITH YOUR ITEMClaims & Shipping Damage
Is an item damaged, defective or not working as intended? Please report the issue to us first and provide all relevant information.
Report a Claim →Want to return an item? No problem.
Consumers have a one-month return period. You are not required to notify us before returning an item, but doing so helps us identify and process your return more quickly.
Notify us of your return
If possible, please let us know about your return in advance. You can exercise your statutory right of withdrawal independently via our existing withdrawal procedure.
Use the return label
We provide a free return label for parcels and items suitable for bulky-goods shipping. For deliveries within Germany sent by DHL or DPD, a return label is already included with your shipment.
Pack the goods securely
Pack the item and all accessories carefully and securely for transport. Please use the original packaging whenever possible. However, the original packaging is not a requirement for exercising your statutory right of withdrawal.
Inspection & refund
Once we receive your return, we usually inspect it within 1–2 business days. Refunds are generally issued using the original payment method.
Returning large and heavy items
Items that must be returned by freight carrier due to their size or characteristics are excluded from our free return service.
You can arrange the return transport yourself or ask us to organise collection for you. If Hansen Styling Parts arranges the collection, the resulting return shipping costs will be deducted from your refund.
If we have sent you the wrong item or the case involves an approved exchange for which we are responsible, we will of course cover the necessary transport costs.
Something wrong with your item?
If an item is damaged, defective or not working as intended, please do not return it without contacting us first. Get in touch with us – in many cases, the information and photos you provide will allow us to determine the quickest way to help.
For quick processing
Send us your claim by email.
Briefly describe the issue and attach clear photos or, if necessary, a video directly to your email. This allows us to assess your case quickly and coordinate the next steps with you.
Please keep all packaging and shipping materials.
Accept the shipment and document any visible damage as soon as possible upon delivery. If possible, ask the delivery driver to confirm or acknowledge the damage.
Please keep all packaging, including filling and protective materials, until the claim has been fully resolved.
From your report to a solution.
Report
Send us the required information, photos and, if necessary, a video.
Assessment
Our team reviews the information you provide and determines the appropriate next steps for your case.
Solution
Depending on the individual case, we will coordinate an exchange, replacement delivery, return or another suitable solution with you.
Please wait for our response and instructions on how to proceed.
Information regarding installation-related claims
Signs of installation do not automatically exclude statutory warranty rights. However, damage caused by incorrect installation, modifications to the product, incorrect vehicle compatibility or improper use does not necessarily constitute a product defect.
For installation-related claims, please also send us photos of the installation situation and the relevant vehicle details whenever possible.
Returns & Claims
How long do I have to return an item? +
Consumers have a one-month return period. Further information can also be found in our withdrawal policy.
Do I have to pay for return shipping? +
Returns that can be shipped as parcels or bulky goods are generally free of charge for you. Different conditions apply to items that must be returned by freight carrier, as described in our withdrawal policy.
Do I have to use the original packaging? +
Please use the original packaging whenever possible and make sure the goods are securely packed for return transport. However, the original packaging is not a requirement for exercising your statutory right of withdrawal.
Can I exchange an item directly? +
Yes. Contact us with your order or invoice number and let us know which item you require instead.
When will I receive my refund? +
Once we receive your return, we usually inspect it within 1–2 business days. The refund is then generally issued using the original payment method.
How do I report a claim? +
Send us an email including your order or invoice number, a detailed description of the issue, relevant vehicle details where applicable, and clear photos. Please attach a video as well if it helps to demonstrate the issue.
What should I do if my shipment arrives damaged? +
Document the damage, including the outer packaging, shipping label, inner packaging and damaged item. Keep all packaging materials and report the damage to us as soon as possible, preferably within 24 hours.
Can I return a claimed item immediately? +
Please do not return claimed goods without contacting us first. We will review your case and coordinate the appropriate next steps with you.
We're happy to help.
Do you have questions about a return, exchange or claim? Our team will be happy to assist you personally.