Return & Refund
How can I return an item I purchased?
In the spirit of sustainability, we naturally want to minimize returns. If you are still not satisfied with a product you have purchased, you are entitled to a right of return - provided you bought it from a commercial dealer. You can find out whether a seller is a private or commercial dealer on the product page under "Shipping & Returns". If you have any questions, please feel free to contact us at any time: Just write a message to support@2nd-home.io , use the chat function on our website or contact us via +49 151 68537662.
Returns when purchasing from private sellers:
If you have purchased a product from a private seller, the warranty and therefore the return are excluded. Please note that if you collect the product yourself, the sale is final as soon as you, the buyer, have taken possession of the product. If you are not satisfied with your product, please contact our customer service and we will try to find a solution together.
Returns when purchasing from a commercial dealer:
If you have purchased a product from a commercial dealer, the statutory right of withdrawal applies: This means that you have 14 days after receiving the goods to return the item in its original condition and packaging. The return goes directly to the commercial dealer and not to 2nd home . You as the buyer will be responsible for the return shipping costs.
Here's how you can initiate a return:
- Contact our customer service: Either by email to support@2nd-home.io or call us at ****+49 151 68537662.
- Follow the instructions you received from customer service. You may receive the shipping label for the return shipment.
- Pack the product securely in its original packaging for transport.
- Hand over the packaged product to the carrier to return it to the commercial retailer.
- As soon as the product arrives at the commercial retailer, you will receive your money back - minus the return costs, which are calculated in the amount of the shipping costs. The credit will be made within 14 days after the retailer has received your package.
Overview of return shipping costs when purchasing from a commercial dealer:
The costs for picking up the goods depend on the size (volume in cubic meters*):
- Up to 0.1 cubic metres: 9 €
- Up to 0.2 cubic metres: 19 €
- Up to 0.5 cubic metres: 49 €
- Over 0.5 cubic meters: For larger products you will receive an individualized cost estimate.
- The volume is calculated as follows: cubic meters = length x width x height in meters.
An example: Your product has the dimensions length = 50 cm, width = 40 cm, height = 30 cm. The volume is calculated as follows: Volume = 0.5 mx 0.4 mx 0.3 m = 0.06 cubic meters. The return shipping costs in this case are €9.
Please also note the cancellation policy below.
What happens if my item was damaged during delivery or I received the wrong item?
Of course, this should not happen under any circumstances and we are very sorry if the delivery did not arrive in perfect condition.
It is important that you check the goods immediately upon receipt.
– If your product is delivered by our contractual partner (e.g. shipping company), you must usually confirm receipt of your order by signing. If you discover upon delivery that the item is incorrect or damaged, have our shipping partner confirm this in writing or refuse to accept it and contact us immediately within 48 hours. Send us an email to support@2nd-home.io and it is best to send photos or videos directly that document the defect or error.
– If your product is delivered by regular mail (e.g. DHL or similar), check the goods immediately upon receipt. If you notice upon delivery that the item is incorrect or damaged, contact us immediately within 24 hours. Send us an email to support@2nd-home.io and it is best to send photos or videos directly that document the defect or error.
In any case, we will try to find a solution together with you and, if necessary, refund the purchase price to you.
Access Denied
IMPORTANT! If you’re a store owner, please make sure you have Customer accounts enabled in your Store Admin, as you have customer based locks set up with EasyLockdown app. Enable Customer Accounts