Returns / Customer Service

Processing returns
To ensure a smooth process, please note the following points.

Returning a product under warranty
1. Please contact us by phone, fax or email before sending us a defective device for repair under the guarantee or statutory warranty.
Our technical support is available Monday to Friday from 1:00 pm to 3:00 pm (CET).
Alternatively, send us an email at: support@femu-online.de

2. Many malfunctions can already be resolved by phone or email with the help of our support staff.
If the fault persists, please send us the device. Please note the following:
Send the goods to:  FEMU Groß und Einzelhandel UG
        Retourencenter
        Berlinerstr. 206
        16515 Oranienburg
        Germany

Please enclose the following documents:
a)      the completed service order form with a description of the fault
b)      a copy of the invoice
c)      Please write your customer number clearly on the outside of the parcel

Please note:
Only send items to our returns centre. Parcels sent to other addresses will not be accepted.
Without a copy of the invoice and the service order form, our support team cannot process your return.
You can find the service order form [here](https://www.elektrische-zigarettenstopfmaschine-versand.de/RMA/RMA.pdf)

In accordance with our terms and conditions and our cancellation policy, you have a 14-day right of withdrawal from receipt of the goods. If your goods have been made specifically for you, you are not entitled to a right of withdrawal.
Returns outside the warranty are subject to an additional charge of EUR 5.90.
Important: Please ensure all parcels carry sufficient postage. Parcels without sufficient postage cannot be accepted.