Shipping & Returns
Table of content:
When handling the shipping of your selected CYBEX items, three criteria are crucial for us – speed, convenience & reliability. To achieve all this and to provide you with the best shipping service, we have partnered with DHL due to their excellent efficiency. This makes shipping and any potential returns as simple as possible – both for you and for us.
We always ship using parcel post. This always protects the goods fully against loss or damage, either on the way to you, or on the way back to us in the case of a potential return.
To be able to provide you this service, we charge you a shipping fee for each order. You can find these fees in the shipping cost chart for your delivery country. Any potential return is free of charge for you.
Convenience is also our top priority when it comes to the delivery address. Simply have your package delivered wherever you happen to be during the usual hours of delivery, for example to your office. However, delivery to a DHL Service Point is unfortunately not possible due to the size of our packages. We are not shipping to the Channel Islands.
Thanks to DHL tracking, you can find out where your eagerly awaited CYBEX delivery is at any moment. You can find the required package number in the shipping confirmation, which we will send to you via email as soon as your delivery leaves the CYBEX Logistics Center. You can also find the parcel number in the order details in your CYBEX customer account. Please note that due to customs process, the tracking number of your parcel might say “We’re expecting it” while the package is in Customs. Once the package is through customs the status will change to “We’ve got it”.
Our shipping partner DHL delivers directly to your address of choice. If you are not personally present at the time of delivery, you need to contact DHL for 3 more delivery attempt on consecutive days. Should you not manage to receive the package within the specified period, it will be returned to us.
In addition to the statutory right of cancellation, we offer you the opportunity to return your items within a return period of 30 days.
Please be aware that we cannot provide any direct exchange service. If you would like to exchange your return for a different product, please order the desired product and return the original delivery to us. Alternatively, contact our Customer Service Department for advice.
The CYBEX Online Shop can only accept returns and customer complaints relating to items that you ordered through our online service. For items purchased elsewhere, please contact the retailer from which you purchased the product. Likewise, it is not possible to return items purchased at the CYBEX Online Shop to a brick-and-mortar retailer.
If you wish to return a product, the most straightforward method is to use a return label, which you can request from our Customer Service Department via Email, over the phone or by using our Contact Form. Please, state the item that you want to return and return reason on the return note.
You can prevent any damage during transit by carefully packaging the goods. Simply use the original packaging – this is also friendlier to the environment.
Important! The returned items must be in their original condition. The products must only have been used to the extent that is necessary for their inspection, in the same way that products in a physical retail store can be reasonably inspected prior to purchase. We cannot resell any returned items showing signs of wear. In this respect, we reserve the right to assert claims for compensation.
When we receive the returned item in the warehouse, we will check it to ensure that the return is eligible for a refund. If the item is in the original condition, you will receive the full refund for your purchase. This will be done within 14 business days, using the same payment method that you used to pay for your purchase.
Whoever chooses to purchase a product from CYBEX should rightly expect superb quality. Nevertheless, should your delivery not meet your expectations or if it is defective, please contact our Customer Service Department.
Naturally, you can claim defective goods with us within the scope of your statutory warranty claims. In this regard, please read our General Terms and Conditions. Please note, this only applies for goods that you purchased at the CYBEX Online Shop.
For questions regarding customer complaints or any other matter, our Customer Service Department will gladly assist you with advice – as you should always expect from CYBEX.