Return and Complaint Policy (B2B) of Evoparts24 GmbH

Effective: May 2026

1. Scope

This Return and Complaint Policy applies to all contracts, deliveries, and services provided by Evoparts24 GmbH, Am Hans Teich 12, 51674 Wiehl (hereinafter “Evoparts24”) to business entities as defined in Section 14 of the German Civil Code (BGB), legal entities under public law, and special funds under public law.

Sales to consumers within the meaning of Section 13 of the German Civil Code (BGB) do not take place.

This policy supplements the General Terms and Conditions (GTC) of Evoparts24 GmbH. In the event of any contradictions, the provisions of the GTC shall prevail.

This policy governs exclusively voluntary returns, goodwill cases, and the organizational handling of complaints. The customer’s statutory warranty rights remain unaffected, provided they have not been effectively restricted by contract.

2. No statutory right of withdrawal in the B2B sector

There is no statutory right of withdrawal or return for business customers.

Goods will be accepted for return only after voluntary review and prior express consent by Evoparts24.

Even a partial or repeated acceptance of returns does not establish a future right to return.

3. Returns Only After Prior Approval

Returns are permitted only after prior written approval by Evoparts24.

Unannounced, freight-collect, or unauthorized returns may be refused or returned at the customer’s expense.

The issuance of a return number (RMA), a return label, or a return confirmation does not constitute an acknowledgment of a defect or an obligation to accept the return.

4. Conditions for a possible voluntary return

A voluntary return outside the scope of statutory warranty claims is only possible if:

• the goods are unused, undamaged, and in perfect working order,
• the goods are in their undamaged original packaging,
• all accessories, documentation, and packaging components are present in full,
• no customer-specific or project-related procurement has taken place,
• the goods are not custom-made or individually configured,
• the goods are not expressly excluded from exchange or return,
• and the return is requested in writing within 14 calendar days of receipt of the goods.

Even if these conditions are met, there is no entitlement to a return.

5. Products excluded from voluntary return

The following are specifically excluded from voluntary return, exchange, or goodwill refund:

• Special orders,
• project-specific goods,
• individually configured products,
• custom-made products,
• electronic components and electronic items,
• software, licenses, and digital content,
• goods that have been opened, used, assembled, or damaged,
• Items showing signs of use,
• hygiene, safety, or consumable items,
• Goods with a limited shelf life,
• calibrated or certified products,
• products expressly marked as “non-cancellable” or “excluded from return.”

Statutory warranty claims for justified defects remain unaffected by this.

6. Obligation to Inspect and Notify of Defects

The customer is obligated to inspect the goods immediately upon receipt in accordance with § 377 HGB.

Obvious defects, transport damage, incorrect deliveries, or discrepancies in quantity must be reported in writing immediately, but no later than within five (5) business days of delivery.

Hidden defects must be reported in writing immediately upon discovery, but no later than within fourteen (14) calendar days of discovery.

If a defect is not reported within the prescribed time limit, the goods shall be deemed accepted, provided the requirements of Section 377 of the German Commercial Code (HGB) are met.

In addition, the warranty provisions of the General Terms and Conditions apply.

7. Return Shipping Costs and Shipping Risk

In the case of voluntary returns outside the scope of statutory warranty claims, the customer generally bears the costs and the risk of the return shipment.

This applies in particular to:

• transport costs,
• packaging costs,
• customs or export costs,
• insurance,
• as well as all incidental costs associated with the return shipment.

In the case of valid statutory claims for defects, the statutory provisions regarding cost allocation apply.

In the event of improper packaging or a damaged return shipment, Evoparts24 reserves the right to refuse the return or to claim a reasonable reduction in value.

8. Restocking and processing fees

Evoparts24 reserves the right to charge reasonable restocking, inspection, and processing fees for approved voluntary returns.

The amount is determined in particular by:

• the effort involved in the inspection,
• manufacturer’s terms,
• the condition of the goods,
• return and logistics costs,
• administrative costs,
• as well as any costs incurred by suppliers or manufacturers.

9. Complaints, Refunds, and Credit Notes

Claims are reviewed upon receipt of the claim notification. A final decision regarding acceptance, the method of resolution, or reimbursement is generally made only after the affected goods have been received and inspected, provided that a return is necessary.

In the case of justified complaints, the matter will be handled in accordance with statutory provisions and the Terms and Conditions, in particular through:

• repair,
• replacement,
• credit note,
• partial refund,
• or a refund of the purchase price, provided the legal requirements for such actions are met.

In the case of voluntary returns outside the scope of statutory warranty claims, a refund is generally issued via credit note, unless expressly agreed otherwise.

Shipping, payment, procurement, inspection, or service costs already incurred may be excluded from a refund to the extent permitted by law.

Evoparts24 is entitled to withhold the refund until the goods have been inspected and the facts of the matter have been clarified.

10. Technical Specifications, Installation, and Use

Technical data, drawings, specifications, compatibility information, product descriptions, or application instructions are provided solely for general product description purposes and do not constitute a warranty, a warranted characteristic, or a binding agreement regarding quality, unless otherwise expressly agreed in writing.

The customer remains obligated to independently test all products for suitability, compatibility, and usability for the intended purpose prior to use, installation, or further processing.

11. Installation, Use, and Technical Inspection

The customer is obligated to independently test the goods prior to installation, further processing, or use to ensure their suitability, functionality, and conformity with the intended purpose.

A voluntary return of products that have already been installed, further processed, or used is excluded.

This does not apply to valid statutory warranty claims.

12. Manufacturer and Supplier Terms

To the extent that manufacturers, upstream suppliers, or distribution partners stipulate supplementary return, warranty, or complaint terms, these shall apply in addition, to the extent permitted by law and provided that this does not restrict any mandatory rights of the customer vis-à-vis Evoparts24.

Evoparts24 is entitled to handle returns and complaints in accordance with the respective manufacturer’s or supplier’s terms and conditions.

13. Reservation Regarding Abuse

Evoparts24 reserves the right to refuse returns or complaints in cases of suspected:

• abusive use,
• tampering,
• improper use,
• mass complaints,
• circumvention of delivery or manufacturer structures,
• or fraudulent conduct.

Further legal claims by Evoparts24 remain unaffected.

14. Contact for Returns and Complaints

Returns and complaints must be requested exclusively in writing via:

Evoparts24 GmbH
Am Hans Teich 12
51674 Wiehl
Email: info@evoparts24.com

Please include the following:

• Order number,
• Item number,
• Quantity affected,
• Reason for the complaint or return,
• as well as relevant photos or documentation, if necessary.

Without sufficient information, processing may be delayed or rejected.

15. Final Provisions

German law applies exclusively, excluding the UN Convention on Contracts for the International Sale of Goods (CISG).

To the extent permitted by law, the place of jurisdiction for all disputes arising from or in connection with these guidelines is the registered office of Evoparts24 GmbH.

Should individual provisions of these guidelines be or become invalid in whole or in part, the validity of the remaining provisions shall remain unaffected.

The invalid provision shall be replaced by the statutory provisions. The parties shall endeavor to agree on a valid provision that comes as close as possible to the economic purpose of the invalid provision.