Returns & complaints

Returns

How do I return an item?

If you would like to return your order or part of it, you may exercise your right of withdrawal within 14 days of receiving the goods. Please note that the return shipping costs must be covered by you.

To ensure that your return can be processed quickly and correctly, please follow these steps:

  1. Fill out the return form: Include the completed return form with your return shipment. This allows us to clearly assign your order and refund the amount promptly. Download return form

  2. Send the goods back: Please send your return to the following address:

    PEZ International GmbH – Online Shop
    Eduard-Haas-Straße 25
    4050 Traun Austria

The purchase amount, including the delivery charges, will be refunded immediately –within fourteen days at the latest – as of the day on which we receive notice of your revocation of this agreement, or within seven days after receipt of the return shipment.

For this refund we will use the same means of payment that you used for the original transaction, unless expressly agreed otherwise with you.

We may refuse a refund until we have received the goods again or until you have provided proof that you have returned the goods, whichever is earlier. You must return or hand over the goods to us without delay and in any event within fourteen days at the latest as of the date on which you notify us of cancellation of this agreement. This period shall be observed if you send the goods before expiration of the fourteen-day period. (see also GTC)

Please note:

  • You are responsible for the return shipping costs.
  • If you wish to return a product that was part of a bundle, all items included in the bundle must be returned together.
  • Exchanges are not possible.
  • Opened products are excluded from return.

If you have any further questions, our customer service team will be happy to assist you at any time.

 

Complaint

Your item is not flawless?

We are sorry to hear that. Please contact us our customer service team  and we will look into your complaint as soon as possible.

Please note:

Our PEZ specific packaging is partly due to production reasons and partly for the protection and presentation of PEZ:

  • Our PEZ dispensers are packed together with the PEZ candies in a so-called blister packaging, which consists of the assortment cardboard card and the blister hood made of thermoforming plastic, which are sealed together:
  • As this is packaging, a dented blister cap, for example, is not a reason for complaint.
  • If both the PEZ dispenser and the PEZ candies are in perfect condition, we cannot refund the product. Of course, this does not apply to damage to PEZ gift sets or PEZ metal tins, etc.