FAQ - Frequently Asked Questions

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Questions about Returns & Warranty

To ensure that your return is processed smoothly, please adhere to the following procedure:

For returns with the parcel service GLS:
Please use the free GLS return label enclosed in your parcel and submit a return request by email to customer-service@hailo.de or via the online cancellation form.

For returns with the forwarding agent:
Please contact customer-service@hailo.de with a return request or feel free to use the online cancellation form. We will arrange for the return to be collected by the carrier.

You can cancel up to the time of delivery.

You can cancel up to the time of delivery. After that, the revocation period of 2 weeks begins.

We generally cover the return costs. For parcel shipments, please use the enclosed free GLS return label.

The processing of the return takes place approx. 2-3 working days after receipt of the return in our house.

The statutory warranty is 2 years and begins with the delivery of the goods. You can find the warranty conditions as a download on the page of the respective product.

In the event of a material defect, we require the invoice / proof of purchase to establish the date of purchase and photos of the damaged goods for further processing.

You have the option to cancel your purchase contract without giving any reasons in accordance with your statutory right of cancellation.

We generally cover the return costs. For parcel shipments, please use the enclosed free GLS return label.

You may keep goods received free of charge in the event of cancellation.

You will find all information on the subject of revocation on the page right of cancellation.

Although you are free to return the goods, we would be pleased if you would contact our customer service before returning the goods:

E-Mail: customer-service@hailo.de

Our office hours
Monday - Thursday 8.00 AM - 12.15 PM / 12.45 PM - 4.00 PM
Friday 8.00 AM - 12.15 PM / 12.45 PM - 3.00 PM

Return address
HAILO-Werk
Retourenabteilung
Daimlerstr. 8
D-35708 Haiger

If you have any further questions, please do not hesitate to contact our customer support.