What information should I include with a complaint or return?

Please send us a brief description of your concern and your order number. If you don't have your order number to hand, your first and last name of the delivery address will suffice.

How does the 30-day return work?

Returns are possible within 30 days without giving a reason. The item must be returned unused, clean, in its original packaging and including all accessories and inserts. After receipt and inspection, the refund will be issued to the originally used payment method.

What should I be aware of in case of shipping damage?

Please report shipping damage within 5 days of receipt. We will need 1–2 photos of the damaged product as well as photos of the shipping box inside and outside. We will then let you know whether a return is necessary and whether a refund or replacement shipment is possible.

What happens if an item is defective?

After your report, we will work together to determine the next steps. Depending on the product, a remote diagnosis (e.g. photos/serial number), processing via the manufacturer, or a return for inspection may be required. After review, a resolution will be provided in the form of a refund or replacement, where possible.

I received the wrong item – what should I do?

Please send us a photo of the package contents. After review, we will provide you with a return shipping label and send the correct item or refund the purchase amount.

Can I cancel my order before it is shipped?

Yes. As long as the order has not yet been shipped, cancellation is possible. The refund will be issued to the originally used payment method.

My shipment shows as delivered according to tracking, but it hasn't arrived – what now?

Please first check whether the package was received by neighbours, building management, or at a drop-off location. If the package cannot be found, you will receive a recipient declaration from us so that we can initiate an investigation with the shipping carrier.

How does a refund work?

Refunds are issued after review (e.g. after receipt of a return) to the originally used payment method. Deviations from the original condition may – provided there is no manufacturing or shipping defect – lead to an adjustment of the refund amount.

Complaints & Returns

How it works at Schall & Rauch

Sometimes things don’t go as planned – that’s only human. What matters to us is that your concern is handled quickly, fairly and transparently. On this page you’ll find an overview of the most common complaint and return cases as well as the steps required in each situation.

General information (for all cases)

Please include the following with every enquiry:

a brief description of the problem
your order number
(alternatively: first and last name of the delivery address)

👉 Once we have reviewed your enquiry, we will get back to you with the next steps.
If a return is necessary, we will provide you with a return shipping label.

After receiving the goods, we will inspect the item and, depending on the case, arrange:

a refund to the original payment method or
a replacement shipment (subject to availability)

Please note: If a returned item differs from its original condition or has been used, the refund amount may be reduced, provided there is no manufacturing or shipping defect. Alternatively, the item can be returned at the customer’s expense upon request.

1. Returns within 30 days (withdrawal)

Returns are possible within 30 days without giving a reason.

Requirements:

unused and clean
original packaging included
all accessories included
including instructions & inserts

🔁 Exchange notice:
A direct exchange is not possible. If you would like a different item, please place a new order. The returned item will be refunded after receipt of goods.

2. Shipping damage

Please report shipping damage within 5 days of receiving the shipment.

We will need:

1–2 photos of the damaged item
photos of the shipping box inside and outside

Depending on the damage, we will decide:

whether a return is required
whether a refund or replacement shipment will be issued (replacement shipment only subject to stock availability)

In certain cases (e.g. broken glass or very low item value), no return is necessary.

3. Defective item / warranty

General

For consumers in Austria, the statutory warranty period of 2 years from receipt of the goods applies.

During the first 12 months, it is presumed that the defect already existed at the time of delivery.
After that, the customer is required to provide corresponding proof.
The warranty does not cover damage caused by improper use, wear and tear, or external influences.

Electronic devices – process

Depending on the product, the following may be required:

Remote diagnosis (e.g. photos, serial number)
Processing via the manufacturer
Return for technical inspection

We will inform you in advance about the further procedure.

4. Wrong item received

If you have received the wrong item, we will need:

a photo of the package contents

After review:

we will provide a return shipping label
send the correct item or
refund the purchase amount

5. Cancellation before shipping

If your order has not yet been shipped, cancellation is possible without any issues.
The refund will be issued to the originally used payment method.

6. Package not arrived

After checking the shipment tracking, you will receive feedback from us including proof of delivery.

If the package cannot be found despite a delivery notification:

please check with neighbours or building management
we will then send you a recipient declaration so that we can initiate an investigation with the shipping carrier