Effective date: 09/07/2025.
Welcome to DE Stainless. By accessing our website and purchasing our products, you agree to the terms listed below. Please read these Terms and Conditions carefully before using our website.
INTRODUCTION
DE Stainless – stainless-steel company, Hegelstraße 38B, 70174 Stuttgart, Germany (“DE Stainless”, “we”), aims to deliver every order flawlessly. If a problem should nevertheless occur, this policy explains when an exchange or return is possible, how the process works, and who bears the costs.
When you are entitled to an exchange or return
An exchange or return is only permitted in the following cases:
- Transport damage – visible mechanical damage upon delivery
- Incorrect delivery – a different model or size than ordered
- Manufacturing defect that cannot be remedied by service
Note: A return due to a change of mind or an error in the measurements provided by the customer is not a valid reason for an exchange or return, unless otherwise agreed in writing.
Responsibility for measurements/dimensions
- If our team carries out the on-site measurements, DE Stainless assumes full responsibility for their accuracy and the fit of the manufactured equipment.
- If the measurements are provided by the customer, the customer bears sole responsibility for their accuracy.
Reporting deadline
The customer must report any issue within 48 hours after receiving the goods. The report must include the order number, a description of the problem, and photos of the damage.
Process of exchange / return
- Send your complaint by e-mail or call us (contact details in section 10).
- Our team reviews the complaint and, if necessary, arranges an on-site inspection.
- If the complaint is approved, we will send a replacement product or issue a refund authorization.
- The goods must be returned unused (except for the reported defect), undamaged, and in the original packaging including all documentation.
Transport costs
- Our fault (damage, wrong item, manufacturing defect): DE Stainless covers the cost of collecting the defective item and delivering the replacement.
- Customer’s fault (incorrect measurements, change of mind): The customer bears all transport costs for the return and any new delivery.
Carrying items to upper floors of a building without an elevator is not included in standard shipping; this can be arranged for an additional fee.
Processing times
- Replacement delivery: 7–15 working days from the moment the defective goods are collected or made available for collection.
- Refund: 5–10 working days after the goods arrive at our warehouse and pass inspection. Refunds are issued via the original payment method.
Inspection of returned goods
Every returned product undergoes a technical and visual inspection. If usage beyond normal checking or any unauthorized modifications are detected, we reserve the right to reduce the refund according to the loss in value.
Exclusions
- Items made according to customer specifications are not subject to the right of withdrawal, except in the case of an error on our part.
- Consumables (filters, gaskets, light bulbs, etc.) cannot be returned once used.
Contact
DE Stainless – stainless-steel company
Hegelstraße 38B, 70174 Stuttgart, Germany
Tel. +49 157 530 82 06 63 | +49 711 540 48 015
E-Mail info@edo.acke.website
For questions or to submit a complaint, our customer service team is available Monday to Friday, 08:00–17:00.
This policy applies in conjunction with our General Terms and Conditions. DE Stainless reserves the right to amend these provisions; the current version is always available at
www.de-stainless.de
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