Return / Exchange

Your Request

I want to return a purchased item, what should I do?

Links

You can also find more information on this topic here:

•  Return Info (under section 6)

Questions & Answers

Can I exchange ordered items? 

We do not offer a direct exchange. In order to receive the alternative item you want as quickly as possible, you can order it again directly and return the item you don't want. The purchase amount will then be refunded to you after receipt of the goods. This way you will receive the desired goods already 2-4 working days after ordering. Otherwise, you would have to wait until the exchanged item arrives at our doorstep, it is checked and charged back and the exchange is reordered.  

What happens to my voucher once I have returned the order? 

There are two types of vouchers: purchase vouchers and promotional vouchers. Purchase vouchers can be purchased in different amounts and then have an equivalent value equal to the purchase price. For orders with these vouchers, you will receive a new voucher by e-mail after returning. Promotional vouchers are issued or given away by BVB for special promotions. You can't buy them. They have no actual value, but only give a discount on an order (e.g. €5). For orders placed with these vouchers, the voucher code expires with the order. It can no longer be used even after a return. 

What can I do if my package is damaged? 

Please report any damage to your package immediately to the delivery person, if possible, and also make a claim report to our service team. This is especially important if items are damaged or missing. Please include your name, address and order number (MAU-...) and ideally send us photos of the damaged package. Of course, you can also return defective packages directly to us to get the order value refunded. Please use the Return-portal. 

When can I return items? 

If you do not like the ordered items, do not fit or do not like them for other reasons, you can make use of your legal right of withdrawal within 30 days without giving reasons. The period begins on the day on which you or a person named by you has taken possession of the goods. To meet the deadline, it is sufficient to send the revocation in good time. Further explanations and information on the right of withdrawal, its conditions and consequences can be found in the cancellation policy. 

What warranty rights can you assert? If the purchased goods have a defect, you are entitled to certain rights. You can: 

• Demand supplementary performance
• withdraw from the contract or reduce the purchase price
• Claim damages or reimbursement of futile expenses

Right to subsequent performance 

In the event of a defect, the seller is generally entitled to the right and the obligation to remedy the defect. The seller can try to remedy the defect by repairing or resupplying defect-free goods. You should set the seller a reasonable deadline for this. 

Basically, as a buyer, you can decide whether you prefer a repair or a subsequent delivery. The seller can only reject the type of supplementary performance (repair or subsequent delivery) you have chosen if it is associated with disproportionately high costs or is impossible for him. The costs of subsequent performance (transport costs, labour and material costs) must be borne by the seller (§ 439 para. 2 BGB). 

Note: The law requires that you always set a deadline for the seller to remedy the defect. Therefore, always give the seller the chance to remedy the defect within a reasonable period of time. If you have the defect remedied yourself or by a third person without first setting the seller a necessary deadline for subsequent performance, you are not entitled to reimbursement of the costs of remedying the defect.  

Please note that all returned items must be in their original condition. If this is not the case, we reserve the right not to accept your return and to return the goods to you. Please note that you can only return items ordered from us. Items purchased from a distributor can only be returned to their premises in compliance with the return deadline applicable there. 

What do I do if the wrong item has been delivered? 

If it ever happens that you receive a wrong item, you can of course complain to us. Please contact our service team for this. 

Is the return free of charge? 

Yes, the return is free of charge for you if you use our Return-portal . The use of another shipping service provider is not possible on our part and may lead to further costs for you. 

What do I have to do if I want to return an item? 

To obtain the return documents, follow these steps: 

1. At the bottom of the homepage of our online shop, go to the menu item "Rücksendung". Here you enter the return number (RTN...) that is on your invoice included in the package and click on "Continue". 
2. Now click on "Refund" for the item you want to return. We do not offer an exchange, please indicate a reason for return here. 
3. Then click "Continue to overview". The refund will be made automatically to the account specified at the time of ordering. It is not possible to change the account for security reasons. 
4. Then accept the "Privacy Notice" and click "Submit". 
5. In the next step, a "Download Returns Receipts" button will appear. You can download and print the return documents here.  
6. Stick the return label with our address on the package. At best, remove all old stickers from the package. 
7. Then please attach the return label to the parcel and hand it in at a GLS parcel shop.  

Please note: For orders from Liechtenstein, please contact our customer service at service@bvb.deto return your order.

After making the return in the online shop, I did not receive a return label, what now?

After your return has been transferred, you will see the following view in the online shop:

By clicking on "Download Returns Receipts" you can then download and print the return documents. A separate dispatch by e-mail will not take place.

If you have any problems, our service team (service@bvb.de) will be happy to help!

How is the credit note made for a return? 

As soon as your return arrives at our warehouse, we will check that all items are still in their original condition and that the return is correct. If this is the case, reimbursement will be initiated. The refund will be automatically transferred to the account specified when you placed your order. A change is not possible for security reasons. If you have paid for the order by cash on delivery, you will be asked for your bank details for the refund when entering it in the online form. Please note that depending on the payment method, the refund can take up to 14 business days.

I bought an item in the fan shop, but now I want to return it. But I live 300 km away. What can I do?

Of course, we will take the item back anyway. Please send us an email to service@bvb.de with your receipt. We will then send you a return label with which you can return the item to us. Please also include your address and bank details. As soon as we receive the return, we will refund the purchase price.

Can I return a jersey with my own name?

Unfortunately, individually flocked jerseys cannot be exchanged or taken back. Unfortunately, it is not possible to detach the flock from the jersey and take the jersey back into the range. We ask for your understanding!

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