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Return Policy for Kraftathlet

Is something not right? Then send it back.

At Kraftathlet , you have 30 days from the date you receive your order to cancel it without giving a reason. This means we’re extending the statutory 14-day period to 30 days. The rules governing the statutory right of cancellation apply for the entire 30-day period.

Cancellation period: 30 days

The period begins on the day you or a person designated by you (not the shipping carrier) received the last item in the order. It is sufficient to send your notice of withdrawal before the 30 days have expired.

Here's how to cancel

Send us a clear statement, for example, by email to customersuccess@kraftathlet.de or by mail to Sanyulo OÜ, Tornimäe 3//5//7, 10145 Tallinn, Estonia. You can use our online cancellation form for this, but you are not required to. If you use the form, we will confirm receipt via email.

After you’ve canceled your order, please return the merchandise to us or hand it over to us within 30 days. For large appliances, please contact us in advance so we can arrange the return shipping with you.

Return Shipping Costs

  • You are responsible for the direct costs of returning the item.
  • If the merchandise is damaged, defective, or incorrect, we will cover the return shipping costs.
  • We do not charge a processing or restocking fee.

Reimbursement

We will refund all payments, including the cost of standard shipping, no later than 14 days after we receive your notice of cancellation. We will use the same payment method you used for the purchase. We may withhold the refund until we receive the merchandise back or until you provide proof that you have shipped it back to us.

You are only liable for any loss in value if it results from handling the goods in a way that was not necessary to check their condition, characteristics, and functionality.

To ensure a quick return

  • Please notify us of the return in advance. You will then receive a return authorization number (RMA), which you should attach to the outside of the package where it is clearly visible.
  • If possible, return the item in its original packaging, along with all accessories, instructions, and documentation. If you no longer have the original packaging, please use packaging that provides adequate protection against damage during shipping.
  • Please include a copy of the invoice or order confirmation.
  • Please do not send the merchandise to us with shipping charges due upon delivery (COD).

These points are not required for a valid return. They help us process your return quickly and issue a refund.

Exception

There is no right of withdrawal for goods that are not prefabricated and are manufactured according to your individual selection or specifications (for example, custom-made items).

Business Customers

The right of withdrawal applies to consumers. Business customers do not have a right of withdrawal; returns are only possible by prior arrangement.

Our cancellation policy, including the sample cancellation form, is legally binding.

Questions about returns? Email us at customersuccess@kraftathlet.de or contact us via WhatsApp.

Frequently Asked Questions

Answers Before the Offer

Delivery, payment, financing, and service—these are the issues that should be clarified before making an investment decision.

We ship throughout the European Union. Our focus is on the DACH region—Germany, Austria, and Switzerland—because we have established our own freight forwarding, installation, and service partners there and can make binding delivery commitments.

For deliveries to other EU countries, we calculate shipping and installation costs on a project-by-project basis. Let us know the delivery location, floor level, and access conditions—both of these details will be included in your quote along with the price.

That depends on the device and the model you choose. Once we've checked availability, we'll confirm the delivery date with you in writing.

For custom designs, specific color and upholstery requests, or complete studio furnishings, we’ll schedule the appointment together with you. The binding delivery window is listed in your order confirmation—as a commitment, not an estimate.

We'll contact you before we process a payment.

You'll be given a realistic delivery date, and you can then decide for yourself whether to wait, switch to an available model, or cancel your order. We do not accept payment for items for which we cannot meet the delivery date.

The following payment methods are available at checkout:

  • Credit and debit cards — Visa, Mastercard, American Express, Maestro, and UnionPay.
  • Digital Wallets — Apple Pay, Google Pay, and Shop Pay.
  • Local payment methods in Europe — Bancontact (Belgium), iDEAL and Wero (Netherlands), Przelewy24 (Poland), and MobilePay.
  • Payment by bank transfer in advance — the standard for larger orders and studio equipment.
  • Payment in installments via PayPal — for eligible customers.
  • Hire purchase and leasing through our financing partner.

For larger orders, we recommend bank transfer or financing, as credit card and digital wallet limits are often lower than the order amount. Additional payment methods, including installment plans and BNPL options, are currently in development.

Yes. With rent-to-own or leasing, you spread out the investment over monthly payments instead of paying it all at once. With rent-to-own, the device becomes your property at the end of the term.

Upon request, we'll include the terms directly in the quote so you can see the purchase price and monthly payment side by side. You can find all the details and a calculator under " Leasing & Rent-to-Own."

Phone: Monday through Friday, 9:00 a.m.–5:00 p.m. (CET) at 0800 000 8929 — toll-free from Germany.

WhatsApp: You can also reach us outside of business hours at +43 665 67105401.

Email: beratung@kraftathlet.de for quotes and advice; customersuccess@kraftathlet.de for service and post-purchase inquiries.

You can return your order within 30 days of receipt. To do so, the merchandise must be unused and in its original packaging—for commercial equipment, this is a requirement for it to be resalable.

Please notify us in advance if you wish to return an item so that we can arrange for its return. The full terms and conditions are outlined in our Return Policy.

Yes. Upon request, we’ll handle transportation to the installation site—including transport to the appropriate floor—as well as setup, functional testing, training for your team, and disposal of the packaging materials—even in buildings without a ramp or freight elevator.

Tell us the floor, door width, and elevator situation, and we'll include the delivery location and price in the quote instead of it being a surprise on delivery day.

The vast majority of our clients are studios, medical practices, hotels, and institutions. You will receive a proper invoice showing the applicable sales tax.

For intra-Community deliveries to businesses with a valid, verifiable VAT ID number, we bill using the reverse-charge procedure. We assist public contracting authorities by providing the compliance and procurement documents required internally.

Can't find your question here?

Send us a floor plan or room measurements and tell us what you want to do with the space. You'll receive an estimate before we discuss equipment.

Discuss the project 0800 000 8929