Effective Date: April 25
Thank you for shopping with Hoxivion. We want you to be completely satisfied with your purchase. If, for any reason, you are not fully happy with your order, we offer a fair and customer-friendly return and refund policy in accordance with German law and the applicable EU consumer protection regulations.
Please read this policy carefully to understand how returns and refunds are handled at Hoxivion.
1. General Return Conditions
1.1 Return Period
You have the right to return products within 14 Calendar days of receiving them, without providing any reason, as required under Article 9 of the EU Consumer Rights Directive (2011/83/EU).
1.2 Condition of Returned Goods
To be eligible for a return, the product must be:
- Unused and undamaged,
- Returned in its original condition,
- Packed in the original wooden crate and protective packaging in which it was delivered.
Our desks are delivered 90% pre-assembled. Returns must include all original parts and must be returned in assembled condition as received.
1.3 Packaging Notice
Each item is shipped in a custom-made wooden crate. Please retain the crate and packaging materials for at least 14 days in case you decide to initiate a return. If the crate is destroyed, return shipping may be refused or subject to deductions.
2. Return Process
2.1 Initiating a Return
To initiate a return, please contact our customer support at:
📧 Email: [email protected]
Please include the following details in your message:
- Order number
- Full name
- Reason for return (optional)
- Photos of the product, if damaged or defective
3. Return Shipping Costs
3.1 Shipping Costs
Unless the product was delivered in a defective or damaged condition, the customer will pay for both send and return shipping costs. we will not return transport costs that has been charged by our fulfilment partner.if you order a product you should know that you will pay for send and return if you change your mid later.
3.2. Who Ships the returns: we can offer the Pickup service for returns from your address and the cost will be deducted from your payment. you can yourself too arrange a return with your favourite shipment service. in both cases customer will pay for shipment costs.if you want we do it you should mention it in your request Email.
3.3 Damage Deductions
If the returned product or packaging is found to be damaged or incomplete, Hoxivion reserves the right to deduct the cost of repairs or replacements from the refund amount.
3.2 False Contact and address information and absent to receive the Order
Our Delivery Logistic partner will contact you and fix a date for delivering the Good. if you confirm the date and at the defined time and at that date be absent to receive the Good the Delivery service will charge at least 40€ for each new delivery appointment(its Heavy and Big Box and not cheap to transport) and you should pay that extra costs before fixing new appointment if you will be absent. this is the case if you write false or incomplete address and contact information during order process.
3.4 Credit Cards Charges.
if you are using Credit card for order payment ,they will charge us 3% of total amount that you paid if you return the product this 3% amount is not refundable. we suggest use Direct Bank Transfer Payment option to avoid those charges in case you return the product.
4. Refund Conditions
4.1 Inspection & Approval
Once your return has been received and inspected at our logistics center, you will receive an email confirming the status of your return.
4.2 Refund Amount
If your return is approved, we will issue a refund of the purchase price, excluding original shipping costs, unless the return is due to a product defect.
4.3 Refund Timeline
Refunds are processed within 14 days of receiving the returned item. The amount will be refunded via the original payment method.
5. Order Cancellation Before Shipping
5.1 Cancellation Request
If you wish to cancel your order before it has been shipped, please contact us immediately at:
if the product shipped you will pay the send and receive costs both.
5.2 Full Refund
If the cancellation request is received and processed before the product is dispatched, you will receive a full refund, including shipping costs.
6. Warranty and Legal Guarantee
6.1 Statutory Warranty (Gewährleistung)
In addition to your right of return, you are entitled to statutory warranty rights under German law (§§ 434 ff. BGB). If the delivered item is faulty or defective, you have the right to request repair, replacement, or refund under the applicable legal conditions.
6.2 Voluntary Manufacturer Warranty (if applicable)
If a specific product comes with an additional manufacturer’s warranty, the terms will be specified in the respective product description or documentation.in our case only the Electrical parts has 2 years warranty .
7. Contact Information
If you have any questions about this Return and Refund Policy, please contact:
Hoxivion
Tristanstraße 18
82110 Germering, Germany
📧 Email: [email protected]
We fully comply with German and EU consumer protection laws, including the Fernabsatzgesetz, Widerrufsrecht, and DSGVO. Our goal is to ensure a secure, fair, and transparent customer experience for all shoppers across the European Union.