Returns and complaints

Effective: 6 August 2026 · Kaumaster sells only to businesses. Businesses have no statutory right of withdrawal. Mandatory consumer rights remain unaffected if a consumer contract is concluded exceptionally.

Report a complaint

Send your complaint to info@kaumaster.de. Please include the order or invoice number, product number, affected quantity, a short description, photographs and the batch or lot number where available. For transport damage, include any documentation provided by the carrier.

Inspect the goods

Where the purchase is a commercial transaction for both parties, section 377 HGB applies. Apparent defects and shortages must be inspected and reported promptly after delivery. Hidden defects must be reported promptly after discovery. Statutory rules apply where section 377 HGB does not apply.

Secure affected goods

Do not use or resell disputed goods until the case is clarified. Store the affected batch separately and according to the product label. Do not dispose of or return it before receiving instructions, so that inspection and traceability remain possible.

Returns require prior agreement

Do not send goods back without prior agreement. Kaumaster will confirm whether a return is required and provide the correct address or shipping method. For a justified defect, Kaumaster bears the necessary cost of cure as required by law.

Voluntary return of non-defective goods

Non-defective goods have no automatic return right. A voluntary return requires prior agreement. Condition, remaining shelf life, packaging, return transport and reasonable handling cost may be considered. Statutory defect rights remain unaffected.

Cure and credit notes

A justified complaint is remedied under the statutory rules. Kaumaster may refuse the chosen type of cure if it would involve disproportionate cost. If cure fails or is unreasonable, statutory remedies apply. Any credit note is assigned clearly to the customer account and related invoice after the review is completed.

Product recalls

In a safety issue or recall, the customer must block affected goods promptly and support traceability using product, batch, delivery and customer information. Instructions for return or disposal are provided for the specific case.