Refund policy

This English version is provided for information. The German version is legally binding.

At a glance

  • 30-day return right: You can return goods within 30 days of receipt without giving reasons.
  • Return costs: You bear the cost of the return shipment.
  • Easy online: Register your return via our returns portal (“Register a return” link in the footer and in your shipping confirmation).
  • Withdraw from contract: Using the “Withdraw from contract” (“Vertrag widerrufen”) button in the footer of every page of our online shop, you can also declare your withdrawal directly online.
  • Refund: Once your return has arrived and been checked, we refund the amount using the original payment method.

As a consumer, you have a statutory right of withdrawal of 14 days (Part A). In addition, we voluntarily extend the return period to a total of 30 days from receipt of the goods (Part C).

Part A: Withdrawal notice

Right of withdrawal

You have the right to withdraw from this contract within fourteen days without giving any reason.

The withdrawal period will expire after fourteen days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last good.

To exercise the right of withdrawal, you must inform us (Franz Ziener GmbH & Co. KG, Schwedengasse 5, 82487 Oberammergau, Germany, phone: +49 8822 9206-0, email: info@ziener.de) of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post or email). You may use the attached model withdrawal form, but it is not obligatory.

You can also exercise your right of withdrawal online using the “Withdraw from contract” button, which you will find in the footer of every page of our online shop at ziener.com. If you use this online function, we will send you an acknowledgement of receipt on a durable medium (e.g. by email) without undue delay, containing information on the content of the withdrawal declaration and the date and time of its receipt.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Effects of withdrawal

If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than fourteen days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.

We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

You shall send back the goods or hand them over to us without undue delay and in any event not later than fourteen days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of fourteen days has expired.

You will have to bear the direct cost of returning the goods.

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

End of withdrawal notice

Part B: Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

  • To Franz Ziener GmbH & Co. KG, Schwedengasse 5, 82487 Oberammergau, Germany, email: info@ziener.de
  • I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*)
  • Ordered on (*)/received on (*)
  • Name of consumer(s)
  • Address of consumer(s)
  • Signature of consumer(s) (only if this form is notified on paper)
  • Date

(*) Delete as appropriate.

Part C: Voluntary return right up to 30 days

In addition to the statutory right of withdrawal, we voluntarily grant all customers of our online shop a return right of 30 days in total from receipt of the goods. Within this period you can return goods without giving reasons and receive a refund of the purchase price.

For returns after the statutory withdrawal period of 14 days has expired, the following conditions apply:

  • The goods are unworn, unwashed, unused and undamaged.
  • The goods are complete and carry all labels.
  • The goods are returned in their original packaging where possible.
  • The return is sent within 30 days of receipt of the goods.

You also bear the cost of the return shipment for voluntary returns. As with a statutory withdrawal, the refund is made using the original payment method.

This voluntary return right neither restricts nor extends your statutory right of withdrawal or your statutory warranty rights. Within the first 14 days, only the rules of the withdrawal notice in Part A apply.

Part D: How to return goods

  • Open our returns portal via the “Register a return” link in the footer of our online shop or in your shipping confirmation.
  • Enter your order number and email address and select the items you wish to return. Stating a reason for the return is optional and helps us improve our range.
  • In the returns portal you can create a DHL return label. The cost of the label is shown to you before you create it and is deducted from your refund.
  • Pack the goods securely, attach the label and drop the parcel off with DHL.
  • Once your return has arrived and been checked, we will inform you by email and refund the amount using the original payment method.

You can also return the goods without the returns portal, at your own cost and with a carrier of your choice, to Franz Ziener GmbH & Co. KG, Schwedengasse 5, 82487 Oberammergau, Germany. In that case, please enclose your order number. Using the returns portal is not a condition for withdrawal.

Exchanges: If you would like a different size or colour, please return the item and place a new order for the item you want. This is the fastest way to receive your new goods.

Gift cards

When you buy a digital gift card, the withdrawal period for consumers is fourteen days from the day the contract is concluded. In all other respects the withdrawal notice in Part A applies accordingly; no return shipment is required. After a withdrawal, the gift card is deactivated and the purchase price refunded; any amount already redeemed is deducted. Gift cards are excluded from the voluntary 30-day return right under Part C.

Complaints and defects

Returns because of a defect are not covered by this page. If an item is defective, please contact our customer service at info@ziener.de. Statutory warranty rights apply; we bear the cost of returning defective goods.

Business customers

Businesses within the meaning of § 14 BGB do not have a statutory right of withdrawal. The voluntary return right under Part C also applies to businesses.

Last updated: October 2026