Returns – Business Customers

How returns work

How to register your return

You have three ways to start a return – choose whichever is most convenient:

Refund – the 75/25 goodwill split

As a business customer you have no statutory right of withdrawal (§ 14 BGB). We nevertheless offer a voluntary goodwill return within 14 days – on transparent terms and without a re-stocking flat fee. In total you receive 100 % of the returned goods value back: 75 % as cash refund, 25 % as an unlimited voucher.

When? Once your parcel arrives at our warehouse we inspect the goods within 3 business days. The cash portion is refunded within 5–7 business days, the voucher is sent to you by email at the same time. Full contractual details in our Terms & Conditions.

Packaging & condition

To make sure your return is processed smoothly, please follow these guidelines:

• Unworn & unwashed: The goods must not have been worn, washed or otherwise used. Trying on is fine – anything more is not.
• Original packaging: Send items back in their original packaging where possible. Include all accessories (bags, boxes, filling material).
• Do not remove labels: All original labels, hangtags and care labels must still be attached.
• Enclose the return slip: Print the return slip from the portal and place it in the parcel. Without it we cannot reliably allocate the items to your order.
• Sturdy outer box: Use a stable outer carton with sufficient filling material. We recommend the original shipping box.
• Hygiene items: Underwear, socks, swimwear and comparable items are excluded from return once the hygiene seal has been removed.

Goods that do not meet these requirements can only be taken back with a deduction – we contact you beforehand in such cases.

Return address (self-shipping)

You can also send the goods back at your own cost and risk with a carrier of your choice. In that case, please send the parcel to the following address:

Important: please retain the drop-off receipt / tracking number until the return has been confirmed by us. Without proof of dispatch we cannot compensate you in the event of loss. Please always enclose the return slip from the portal – without an assignable order number the parcel cannot be booked back.

Customised (decorated) items

Exception – production defect: if a production defect is verifiable (wrong motif, faulty placement, print defects), this counts as a complaint and is settled without deduction (see below). A complaint is only possible if the defect was present before or as a result of the decoration – defects caused by customer-side further processing are not covered.

Complaints & defects – without deduction

How to file a complaint

1. Document: photograph the defect in as much detail as possible (overall view + close-up). For transport damage, please also photograph the outer packaging.
2. Report: contact us by email at reklamation@clubmartin.de or via the contact form. Provide your order number, the affected items and attach the photos.
3. Review: we usually assess your complaint within 1–2 business days and reply with a solution (replacement, refund or credit note).
4. Return shipping: for justified complaints we always send you a free return label – you never pay for the return.

Legal basis: for business customers the commercial obligation to inspect and give notice of defects under § 377 HGB applies. You must inspect the goods immediately after receipt and report obvious defects immediately, at the latest within 5 business days. Hidden defects must be reported immediately upon discovery. If timely notice is omitted, the goods are deemed approved.

Warranty period: 12 months from delivery (§ 438 Abs. 1 Nr. 3 BGB in conjunction with our T&C). In the B2B sector, the burden of proof for the presence of a defect at delivery lies with the buyer.

Returns from Switzerland (customs)

Why this matters: without a correct return declaration, on re-import into Germany we pay import VAT again (currently 19 %) – and Swiss customs charge CHF 40 for retroactive refund processing if the return was not declared in advance. In both cases these costs may be deducted from your refund.

Practical procedure:

• Retain your original customs receipt (import into Switzerland) – you need it to reclaim Swiss import VAT.
• At Swiss Post choose «Retourware» when handing in the parcel and have the export attestation stamped.
• Please contact b2b@clubmartin.de before dispatch – we agree the appropriate carrier and cost sharing individually.

International returns (EU)

For customers from other EU countries the same process as within Germany applies – only the return-label fee changes:

• Return-label fee: €12.90 per return, deducted from the refund (in Germany the label is free of charge for business customers).
• Countries: Austria, France, Italy, Netherlands, Belgium, Luxembourg – label is provided via the returns portal for all EU customers.
• Processing time: due to longer transport times, international returns can take up to 14 business days to reach us. Add these transport days on top of the 3-day inspection window.
• Self-shipping: alternatively you can send the parcel to our return address (see above) at your own cost and risk. Please always retain the drop-off receipt.

Sample orders (B2B)

For sample orders placed for evaluation prior to larger orders, the following special conditions apply:

• Orders that are marked explicitly as samples in the order process or by customer service.
• Usually single pieces or small quantities (max. 3 units per article).
• Up to 2 sample orders per customer and month.
• Return within 14 days of receipt on the terms in the «Refund» section above.
• On subsequent larger orders we can credit the sample value against the follow-up order – simply refer to the sample order number when ordering.

Cancellation before dispatch

As long as your order has not yet been dispatched, you can cancel it free of charge:

• Contact us as quickly as possible by email at service@clubmartin.de or via your customer account.
• Always state your order number.
• Decorated items that are already in production can no longer be cancelled from the start of decoration.
• On successful cancellation we refund the full amount via the original payment method within 3 business days.

Summary

FAQ

What happens if the goods arrive damaged?
Photograph the damage in detail (goods + outer packaging) and contact us immediately at reklamation@clubmartin.de. Complaints are settled without any deduction – you receive a free return label, replacement or a full refund. For obvious transport damage please also have this noted by the delivery driver where possible.

How long does the refund take?
The cash portion is refunded within 5–7 business days after receipt, the voucher is sent to you by email at the same time. Bank transfer takes another 2–3 business days on average.

Can I return without a return label?
Yes – you can send the parcel at your own cost and risk to our return address (see above). Please always enclose the return slip from the portal and keep the drop-off receipt. Without a return registration we cannot allocate the parcel and processing is delayed.

What about decorated items?
Personalised goods (print, embroidery, names) are excluded from return – they cannot be resold. Only in the case of a production defect (wrong motif, faulty print) is a complaint possible – then without any deduction.

Can I return multiple orders in one parcel?
Yes. Please register each order individually in the portal so that we can allocate the items correctly, and include all return slips.

Can I exchange instead of returning?
A direct exchange is not possible. Please return the item and order the desired alternative anew.

What happens if the parcel is lost on the way back?
As long as you use the return label we provide, we bear the transport risk. In the case of self-shipping (without our label), the transport risk lies with you – therefore always keep the drop-off receipt.

Contact

• Returns portal: clubmartin.de/retoure
• Email (general): service@clubmartin.de
• Email (complaints): reklamation@clubmartin.de
• Email (B2B): b2b@clubmartin.de
• Phone:
• Response time: usually 1–2 business days

Version: 01/07/2026 · This page is for practical guidance. Legally decisive are the current Terms & Conditions, the right-of-withdrawal notice and confirmed offers.