Refund policy

Returns & Exchanges Policy

We want you to love everything you buy from VOITED, but if you’re not completely satisfied with a purchase made directly from our website, you can return it unused within 30 days for a refund.

Extended Holiday Return Period
Purchases made between 1st November and 31st December 2026 can be returned until 31st January 2027.

For reduced return shipping rates, use our

Return Portal

The Shipping and handling costs will be deducted from your refund.

REGISTER A RETURN

Return costs

For standard returns, the following shipping and handling costs apply when using our Return Portal. These will be deducted from your refund.

Returning via our return portal

1. Register your return using your order number and postcode.
2. Select the item(s) and the reason for your return.
3. Choose “Refund”, select drop-off at a parcel shop and pick your label option (QR code available in Germany only).
4. Pack your items securely with your delivery note, drop off your parcel with the designated carrier and keep your tracking number until your refund is processed.
5. Once your return has been received and checked, we'll email you to confirm your refund has been processed. Your refund will be issued to your original payment method, minus any applicable shipping and handling costs, and typically takes 5–7 business days to appear.

You can return multiple orders in one parcel. Simply register one order and include the delivery notes for all orders.

When no shipping and handling costs apply:

1. Arranging your own Return
2. Faulty, Damaged or Incorrect Items
3. Exchanges

1. Arranging your own return

You can arrange and pay for your own return shipping without using our Return Portal. Pack your items securely, include your delivery note and send to:
VOITED
Schleifweg 3
74257 Untereisesheim
Germany

You can return multiple orders in one package, provided you include each order's delivery note. Once processed, refunds are issued to your original payment method and typically appear within 5–7 business days.

2. Faulty, damaged or incorrect items

If your item arrives faulty or damaged, or you receive the wrong item, we’ll cover the return costs. Simply register your return through our Return Portal within 30 days* of receiving your order and select “Faulty/damaged” or “Wrong item received” as your return reason. Our team will then contact you to arrange the next steps.

*If your item develops a fault after 30 days please email customercare@voited.com with your order number, a description of the issue and a photo of the fault. We’ll advise you on the next steps.

3. Exchanges

Would you like a different size, colour or product? Simply place a new order, then register your exchange through our Return Portal within 30 days of receiving your original order. Returning your original item is free of charge.

 
How to exchange an item

1. Place your new order. Order your preferred item from our website as usual and make a note of your new order number.
2. Register your exchange. Visit ourReturn Portal to return you original order. Choose the “exchange” option and enter your new order number in the comments field.
3. Return your original item.You'll receive a free return label to send your original item back to us.
4. Receive your refund.Once we've received and inspected your original item, we'll issue a full refund to your original payment method, with no shipping and handling costs deducted.

Good to know:If you haven't placed a new order or haven't provided your new order number, your return will be processed as a standard return, with the applicable shipping and handling costs deducted from your refund.

Please note: If returned items show signs of wear, damage or use beyond what is necessary to inspect them, we reserve the right to deduct an amount reflecting any loss invalue.

Value-Set / Bundle purchases - when more than one item is purchased as a Value-Set / bundle and a discount is received on a further item the following applies:

All items must be returned together. If we receive the full price item back without the other discounted item/s then the value discounted will be deducted from the value of your returned item.

Purchases with a free gift - when an item that exceeds the value criteria for the free gift is returned, the "FREE gift" should also be returned. If a partial order is returned and the item has a lower value than the criteria for the "FREE gift', then the "FREE gift" must also be returned. For example, a "FREE gift" is offered on orders €100 or over - if the order after partial return has a value of below €100 then the "FREE gift" should also be returned. If the order after partial return has a value of above €100, then the "FREE gift" does not need to be returned.

If we receive your order back without the FREE gift the full retail price of the gift will be deducted from the value of your return.

Switzerland orders:

Please contact customercare@voited.com for details of the returns instructions and costs. We cannot accept returns sent without prior approval.   

International orders:

Unfortunately we are unable to process returns for orders outside of the EU. If you have received a defective or incorrect item, please contact customercare@voited.com.

Customer Service

Do you need assistance?

Customer Service is here to help. You can email us at customercare@voited.com.

For complaints or incorrect deliveries, please send us 1–2 clear photos along with a brief description.

Right of withdrawal for the sale of goods

Revocation right for consumers 
(A ‘consumer’ is any natural person who concludes a legal transaction which, to an overwhelming extent, cannot be attributed to either his commercial or independent professional activities.)

Instructions for revocation

Revocation right
You have the right to revoke this contract within one month without specifying any reasons. The revocation period is one month with effect from the day,

-  on which you or a third party nominated by you, which is not the carrier, had taken possession of the products, provided you had ordered one or more products within the scope of a standard order and this/these product/products is/are delivered uniformly;

-  on which you or a third party nominated by you, which is not the carrier, had taken possession of the last product, provided you had ordered several products within the scope of a standard order and these products are delivered separately;

To exercise your right of withdrawal, you must inform us (VOITED Adventure GmbH, Elsenheimer Str 7, 80687 Munich, Telephone number: +49 89 62 08 46 52, E-Mail address: customercare@voited.com) by means of a clear declaration (e.g. a letter sent by post, or an e-mail) of your decision to withdraw from this contract. You can use the attached model withdrawal form for this purpose, which is, however, not mandatory.

You can also exercise your right of withdrawal online by clicking on the corresponding button ("withdraw from contract here" or similar designation) on our website (voited.eu). If you use this online function, we will immediately send you a confirmation of receipt on a durable medium (e.g. by email) with information about the content of the cancellation declaration and the date and time of its receipt.

You can also electronically fill up and send the specimen revocation form or another clear declaration on our website (voited.eu). If you use this option, we will immediately send you a confirmation (e.g. via email) about the receipt of such a cancellation.

In order to safeguard the revocation period, it is sufficient that you send the notification about the exercise of the revocation right before the expiry of the revocation period.

Consequences of the revocation

If you revoke this contract, we shall repay all the payments, which we received from you, including the delivery costs (with the exception of additional costs, which arise from that fact that you selected a form of delivery other than the most reasonable standard delivery offered by us), immediately and at the latest within 14 days from the day on which we received the notification about the revocation of this contract from you. We use the same means of payment, which you had originally used during the original transaction, for this repayment unless expressly agreed otherwise with you; you will not be charged any fees owing to this repayment.

We can refuse the repayment until the products are returned to us or until you have furnished evidence that you have sent the products back to us, depending on whichever is earlier.

You must return or transfer the products to us immediately and, in any case, at the latest within 14 days with effect from the day on which you inform us of the revocation of this contract. The deadline is maintained if you send the products before the expiry of the 14 day deadline.

You bear the direct costs for returning the products.

You must pay for any depreciation of the products only if this depreciation can be attributed to any handling with you that was not necessary for checking the condition, features and functionality of the products.

Criteria for exclusion or expiry

The revocation right is not available for contracts

• for delivery of products, which are not prefabricated and for whose manufacturing an individual selection or stipulation by the consumer is important or which are clearly tailored to the personal requirements of the consumer;
• for delivery of products, which can spoil quickly or whose use-by date would be exceeded quickly;
• for delivery of alcoholic drinks, whose price was agreed at the time of concluding the contract, which however can be delivered 30 days after the conclusion of the contract at the earliest and whose current value depends on the fluctuations in the market, on which the entrepreneur has no influence;
• for delivery of newspapers, periodicals or magazines with the exception of subscription contracts.

The revocation right expires prematurely in case of contracts

• for delivery of sealed products, which are not suitable for return for reasons of health protection or hygiene if their seal has been removed after the delivery;
• for delivery of products if they have been mixed inseparably with other goods after the delivery, owing to their condition;
• for delivery of sound or video recording or computer software in a sealed package if the seal has been removed after the delivery.