Cancellation Policy

Returns & Guarantee

Everything you need to know about returns and product guarantees

Simple Returns

Within 14 days of receipt, you can return your goods to us at your own expense by following a simple, quick and risk-free process. Items must be returned in their entirety, in their original packaging and in an unused and undamaged state.

All refunds are issued promptly – no later than 14 days after receipt and inspection of the goods. Additional costs, such as the cost of express shipping, will not be refunded.

Further legal information can be found in the Cancellation Policy.

How It Works:

  1. Submit a return request
    Fill out the cancellation form and send it to us by e-mail.
  2. Receive returns instructions
    Once receive your return request, we will send you an e-mail with additional returns instructions as soon as possible.
  3. Package the goodse
    Simply package up the goods that you wish to return, ensuring that they will be adequately protected in transit.
  4. Send the parcel on its way
    Send the parcel back to us at your own expense within 14 days.
    DSV Solutions GmbH
    TMH Lager / Tor 220 /Ticketnumber
    Einsteinallee 12
    77933 Lahr / Black Forest
  5. Receive your refund
    Once the goods have received, inspected and approved for a refund, you will be reimbursed promptly – within 14 days at the latest.

Refunds On Services:

In the case of refunds for services, you have the right to cancel the contract within 14 days, without stating a reason. To ensure that the cancellation process runs quickly and smoothly, please use our cancellation form.

Please note: If the services have already been performed by us during the cancellation period, we have the right to bill for an appropriate proportion of the cost, based on the date of cancellation and the overall cost of the services outlined in the contract.


The statutory guarantee period of 24 months begins on the original date of purchase.

If you experience technical problems during the guarantee period, please contact our support team.

To help speed up and simplify the way that problems are dealt with, please make sure you have the serial number of the defective product to hand. This can usually be found on a sticker in or on the charging station, or on your delivery note.

Cancellation Policy

All legal information about your purchase

Consumers, i.e. any individual acting for purposes which are wholly or mainly outside those individual’s trade, business, craft or profession, are entitled to cancel any contract on the following conditions:

Instructions for cancellation

Right to cancel
You have the right to cancel this contract within fourteen days without giving any reason.
The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.
To exercise the right to cancel, you must inform us (The Mobility House GmbH, St.-Cajetan-Str. 43, 81669 München, Deutschland, Tel.: +49 89 4161 430 10, E-Mail: [email protected]) of your decision to cancel this contract by a clear statement (e.g. a letter sent by post, fax or e-mail). You may use the attached model cancellation form, but it is not obligatory. To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

Effects of cancellation
If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you choose a type of delivery other than the least expensive type of standard delivery offered by us) without undue delay and not later than fourteen days after the day on which we are informed about your decision to cancel this contract. We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
You shall send back the goods or hand them over to us without undue delay and in any event not later than fourteen days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.
You will bear the direct cost of returning the goods.
You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods

Cancellation policy for services

a) Right of cancellation: You have the right to cancel this contract within fourteen days without having to give any reasons. The cancellation period is fourteen days from the date of the completion of the contract. To exercise your right of cancellation, you must contact us at The Mobility House GmbH, St.-Cajetan-Straße 43, 81669 Munich, [email protected] and inform us by means of a clear statement (e.g. as a letter consigned by post, fax or email) of your decision to cancel this contract. You may use the attached model cancellation form, although this is not mandatory. Notification to us before the cancellation deadline of your intention to exercise your right to cancel is sufficient to meet the cancellation deadline.

b) Consequences of cancellation: If you cancel this contract, we will reimburse all payments we receive from you, including delivery costs (except for the additional costs arising from the fact that you chose a different method of delivery other than the cheapest standard option offered by us), without delay and within fourteen days at the latest from the date on which we receive notification of your cancellation of this contract. For this repayment we use the same method of payment that you used in the original transaction, unless you expressly stipulated otherwise; under no circumstances will you be charged for such a repayment. If you have requested that the services begin during the cancellation period, you shall have to pay us a reasonable amount equal to the proportion of services rendered up to the time that you notify us of the exercise of your right of cancellation under this contract, compared to the overall scope of the services provided for in this contract.

c) Special notices: In a contract for the provision of services, your right of cancellation expires prematurely if the contract is completely fulfilled by both parties at your explicit request before you have exercised your cancellation right.
Click here for the model cancellation form.

As of August 2021