Returns and claims
In this article, we’ll guide you through the process of returning items. Whether it’s a return request or a return claim, we’re here to support you and answer any questions you may have.
The return policy depends on each supplier and therefore varies. Once you’ve clicked on an item, the product information will be displayed on the right of the item. You can view the return conditions per supplier by clicking on the drop-down button and selecting ‘Show return’ to view the product return policy per supplier.
Additionally, the return conditions per selected supplier are also shown at the end of the product information page under ‘Rights to return this item’.
Return request: This applies when you order an item by mistake or change your mind about the item. Since business customers are not entitled to a general right of return, we’ll request goodwill from the supplier in such cases. To support this process, please ensure the original packaging remains unopened and submit a return request via our returns form as soon as possible.
Return claim: This is a return based on legal grounds. It may happen that you receive an incorrect, damaged, faulty or incomplete item by accident. In this case, we’ll handle the entire process and clarify any warranty or guarantee claims.
Have you bought an item from Unite and noticed a defect? Below you’ll learn about your statutory warranty and guarantee rights.
Your warranty rights are defined by Unite in the General Terms and Conditions.
A guarantee is an extra, voluntary service provided by the manufacturer or supplier. It goes beyond the statutory warranty. The manufacturer or supplier decides the conditions and length of the guarantee, which are specified in their guarantee conditions. Guarantee conditions can typically be found in the product documentation, on the manufacturer's website, or in a separate guarantee certificate provided with the product.
You’re entitled to a warranty claim if the item is defective upon delivery. Defects may include quantity discrepancies, transport damage, as well as functional and compatibility issues.
Important: Please inspect the item immediately upon receipt and report any visible defects to us within one week. If a defect is not reported on time, the item is considered approved – unless the defect was not detectable during the initial inspection
We’ll either replace the item or remedy the defect. If the remedy of the defect or the replacement fails twice, you may withdraw from the purchase contract or reduce the purchase price. Please submit a return request via our returns form or contact our customer service as soon as possible.
The warranty is generally valid for one year starting from the date of delivery.
A guarantee only applies if it’s been expressly assured by the manufacturer or supplier of the item.
The guarantee covers special (service) benefits. The specific scope is determined by the manufacturer or supplier and can be found in the guarantee conditions.
The guarantee period is determined individually by the manufacturer or supplier of the item and is specified in the guarantee conditions.
Open the order confirmation email from Unite with your order number. Click on the link at the end of the email to submit a return or claim request.
Alternatively, sign in to your account and click on ‘Order archive’. Go to the relevant order. Under the ‘Action’ column, you’ll find a curved arrow. Click on the arrow to open the returns form.
Select a return reason for the item you want to return.
If you need a summary of your return request, choose the email copy option.
Click on ‘Continue’ and submit the form.
You’ll receive a status update promptly, including the planned next steps.
If you don’t have access to the email with your order confirmation, you can contact us by email at service.de@unite.eu or by telephone at +49 (0)89 121 407 77.
To process your return quickly, we need the following information:
Order number
Item number or line item number
Reason for the return
Quantity of the item to be returned
Serial number and photos (if available)
Packaging and item condition (for returns or in case of transport damage)
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