By placing an order with Keller & Braun, you agree to the following terms and conditions. These policies have been created to ensure that you are fully informed about our return conditions and refund processes.
Free Returns
You can return any order free of charge – as often as you like and with no hassle.
14-Day Right of Withdrawal
You have the right to return the product you received within 14 days of receipt without stating a reason. The period begins as soon as you have received your complete order.
Return Procedure
To initiate a return, please contact our customer service (After-Sales Team); they will provide you with the exact return address and relevant instructions.
Important: As these are international returns, we recommend using insured shipping with tracking, as we cannot accept liability for lost returns.
Return Shipping Costs
- Exception: For damaged, defective, or incorrectly delivered items, we cover all return and replacement shipping costs.
- There are no restocking fees (Restocking Fees).
The customer is responsible for return shipping costs. Keller & Braun members return free of charge.
Condition of Goods
- Items may be worn for trying on, but must be undamaged, unworn (other than for trying on), clean, and in new condition.
- The return must be complete and, wherever possible, in the original packaging.
- Please include all supplied accessories, instructions, and free gifts.
Refund
- Once your return has arrived and been inspected, we will refund the full purchase price within 5 business days to the original payment method.
- You will receive a confirmation email once the refund has been issued.
Shipping Countries
We currently offer delivery to Germany, Austria, Switzerland, Great Britain, the United States, the Netherlands, and Belgium. The same delivery times, terms of delivery, return policies, and refund policies apply to all these countries.
Damages and Problems
Please check your order immediately upon receipt. If the item is defective, damaged, or incorrectly delivered, please contact us immediately at support@keller-braun.com so that we can resolve the issue.
Is there a restocking fee?
No, we do not charge restocking fees.
Delayed or Missing Refunds
If you have not yet received your refund, please first check your bank account and then contact your credit card company. It may take some time for your refund to be posted.
If you have done all this and still have not received your refund, please write to us at support@keller-braun.com. We will respond within 24 hours.
Can I exchange my order?
Yes, all orders can be exchanged. Please contact our customer service to arrange the exchange.
How will I know if my refund has been approved?
Once we have received and inspected your return, we will inform you of the approval. Upon approval, the refund will be automatically issued to your original payment method within 5 business days .
Please note that we do not refund the original shipping costs. It may also take additional time for your bank or payment provider to fully process the refund.
Sample Withdrawal Form
For your return, we recommend using our Return Portal for quick processing. Alternatively, you can also inform us of your withdrawal informally by email at support@keller-braun.com or use the legally required sample withdrawal form: Download the sample withdrawal form as a PDF
Contact Details
For further questions, please contact us at:
Keller & Braun
Email: support@keller-braun.com
Opening Hours:
Monday–Friday: 08:00–18:00 CET
Saturday: 09:00–16:00 CET
Sunday: 10:00–15:00 CET