Frequently AskedQuestions.
Answers to the most important topics regarding ordering, delivery, payment, quality and returns.
Ordering
4 questions in this category
How can I place an enquiry?
+
Via our form on the /en/anfrage page or directly by email to info@retourendirekt.de. You will receive an offer within 24 hours.
Is there a minimum order quantity?
+
You can order from as little as one pallet. For particularly attractive prices per item, we recommend lots of 5 pallets or more.
Can I combine pallets?
+
Yes, mixed lots from several brands or categories are possible. Please specify this in your enquiry.
How quickly will I receive an offer?
+
Usually within 24 hours on working days.
Delivery
4 questions in this category
How quickly is delivery made?
+
Standard shipping within the EU takes 2–5 working days from order confirmation. Express options available on request.
Which warehouse is shipping from?
+
Our main warehouse is located in Schorfheide (Germany) — strategically central for DE, NL, BE and PL.
Do you also deliver outside the EU?
+
On request, we also ship to Switzerland, Norway and selected third countries.
Who handles the logistics?
+
We work with established freight forwarders such as DHL Freight, DPD and national general cargo partners.
Payment
4 questions in this category
Which payment methods are accepted?
+
Credit card directly at checkout, processed securely via our certified payment provider. For individual B2B enquiries, payment on invoice is also possible by arrangement.
Is VAT charged?
+
Deliveries within Germany include 19% VAT. EU deliveries with a valid VAT ID are without VAT (reverse charge).
Is payment in instalments possible?
+
For large orders of €10,000 or more, we offer individual payment plans.
Are there volume discounts?
+
Yes — the price per item decreases with the order size. Details in the offer.
Quality
4 questions in this category
How is the quality checked?
+
Each pallet is inspected in Schorfheide and checked for completeness and condition before shipping.
Are all items new?
+
We deliver customer returns in conditions A (new/unopened), B (opened/like new) and C (used/functional).
Do I get a breakdown of the individual items in advance?
+
No. We sell unpicked pallets that are not searched through before sale. What is fixed before you order: the goods category, the quantity of approx. 600 pieces per pallet and the tiered price per piece.
What about defective items?
+
Returned goods can show signs of use and occasional defects — that is the nature of customer returns. Our defect warranty covers significant, undisclosed defects.
Returns
4 questions in this category
Can I return pallets?
+
As these are B2B transactions with mixed lots, returns are generally excluded after receipt.
What happens in case of transport damage?
+
Please report transport damage within 48 hours — we will handle the process together with the freight forwarder.
Is there a warranty?
+
We grant the statutory warranty within the framework of B2B trade.
What to do if there are significant deviations?
+
If the delivered goods deviate significantly from the description, please contact us within 7 days — we will find a fair solution.
Your question is not listed?
Our team answers every enquiry personally — just write to us.