Returns – Step by Step

If you want to withdraw from your purchase, you can use our online withdrawal function. You can also notify us of your withdrawal by any other clear means described in our withdrawal policy.

Withdraw from Your Purchase

Request a return and choose shipping

For DHL parcel returns from Germany, you can choose our return label for €5.00 once per order. You can also arrange your own shipping. Please contact us to arrange international or freight returns.

Open my orders

Ordered as a guest? Enter your order number and email address.

You may inspect the goods as needed to establish their nature, characteristics, and functioning. Please handle the products with care. If using a product beyond that inspection reduces its value, we may require compensation for the loss in value.

For example, you’re welcome to carefully try on grips with clean hands. Chalk, sweaty workouts, or an all-out training session go beyond a normal inspection and may reduce the product’s value.

Returning freight items

Would you like to return a machine or another item shipped by freight? Email banane@affenhand.de with your order number and the items you want to return.

For a freight pickup arranged by us, you pay a single return charge per order, capped at the original freight delivery charge, including tax, shown in your order confirmation or invoice. This also applies to a partial return; the charge does not apply separately to each item. If the original freight delivery was free, the pickup arranged by us is also free. If the actual pickup cost is lower than this cap, we charge only that lower amount.

You can also arrange your own suitable freight carrier. In that case, you pay the transport costs agreed with that carrier; the cap above applies only to a pickup arranged by us. Arranging a pickup with us in advance is not a condition for exercising your statutory right of withdrawal. Your statutory rights concerning defective or incorrectly delivered goods remain unaffected.

1. Pack your items and send your return

Send your return to:

Affenhand
Birkig 7
95497 Goldkronach
Germany

You can drop off your parcel at a carrier’s parcel shop or locker, such as those operated by DHL, DPD, or Hermes. Please keep your proof of posting until we confirm receipt of your return. You can also create a shipping label on the carrier’s website beforehand and may benefit from its online prices.
 
 
2. Receive your refund

When you exercise your statutory right of withdrawal, we refund the payments due under our withdrawal policy without undue delay and no later than 14 days after receiving your withdrawal notice. We may withhold the refund until we receive the goods back or you provide proof that you have returned them, whichever happens first. This does not apply if we have offered to collect the goods. We use the original payment method for your refund unless we have expressly agreed otherwise; we do not charge a refund fee.

Returns made solely under our voluntary 30-day return policy are subject to the conditions set out in that policy.

 
(3. Exchanges)
If you’d like a different size or version, the best option is to place a new order on our website. That way, you can check current availability straight away and improve your chances of getting the item you want.
 

Voluntary returns within 30 days

In addition to your statutory right of withdrawal, we offer consumers who purchase goods from our online store a voluntary right to return them within 30 days of receipt. If goods from a single order are delivered separately, this period starts when the last item is received; if an item is delivered in several parts, it starts when the last part is received.

To exercise this voluntary right, send the goods back within these 30 days or return them to us in person by prior arrangement within that period. You do not need to register the return in advance. Please include your order number so that we can identify your order.

The goods must be complete, undamaged, and unused. Carefully trying them on to check the fit is allowed. Use during training or signs of use, such as chalk, sweat, or outdoor wear, are not covered by this voluntary return policy. Please use suitable packaging that protects the goods during transport. The original packaging is not required.

This voluntary right does not apply to goods made to your individual specifications or clearly tailored to your personal needs. It also does not apply to sealed goods that are unsuitable for return for health protection or hygiene reasons if you have removed the seal after delivery. Standard sizes, regular color options, and standard products ordered from a manufacturer specifically for you are not considered custom-made solely for that reason.

For a return made solely under this voluntary right, you bear the direct return shipping costs. The following cap applies to a freight pickup arranged by us.

For a freight pickup arranged by us, you pay a single return charge per order, capped at the original freight delivery charge, including tax, shown in your order confirmation or invoice. This also applies to a partial return; the charge does not apply separately to each item. If the original freight delivery was free, the pickup arranged by us is also free. If the actual pickup cost is lower than this cap, we charge only that lower amount.

The original delivery costs are not refunded in this case. We refund the price actually paid for the returned goods within 14 days of receiving them, using the original payment method. We do not charge a refund fee.

Return address: Affenhand, Birkig 7, 95497 Goldkronach, Germany.

These additional conditions do not restrict your statutory right of withdrawal, including its time limits and refund rules, or your statutory rights concerning defective goods. A timely statutory withdrawal is governed exclusively by the applicable statutory rules and our withdrawal policy. This voluntary return right is not offered to business customers.