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Alfred-Mozer-Str. 51, 48527 Nordhorn, DE +49 (0)5921 / 713992-0 info@logiware.de
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Refunds & Returns

Refund and Returns Policy of logiware GmbH

This policy explains in plain terms how returns and refunds work in our online shop. It supplements your statutory right of withdrawal and our Terms and Conditions. In case of doubt, the statutory provisions as well as our Withdrawal Policy and our Withdrawal Policy for Digital Content shall prevail.

Overview

Our shop offers two different types of products, each subject to its own rules:

  • Software and digital licences (e.g. go1984 full version, upgrades, updates, service & support) – delivered by e-mail or download.
  • Hardware (e.g. IP cameras, power supplies, mounts, Net-IO) – shipped as physical goods.

The statutory right of withdrawal applies to consumers, i.e. natural persons placing an order for private purposes. Businesses (orders placed for commercial or self-employed purposes) do not have a statutory right of withdrawal; our Terms and Conditions apply to them.

1. Software & Digital Licences

go1984 licences, upgrades, updates as well as service and support packages are provided as digital content exclusively in electronic form (by e-mail containing a licence key or as a download). A physical return is not technically possible.

For digital content, the right of withdrawal expires early as soon as we have begun performing the contract, after you have

  1. expressly consented to us beginning performance before the end of the withdrawal period, and
  2. confirmed your acknowledgement that, by giving this consent, you lose your right of withdrawal.

We obtain this consent during the order process. After the licence key has been sent or the download has been made available, a refund is therefore generally excluded. You will find the details in our Withdrawal Policy for Digital Content.

Tip: Before purchasing a licence, you can try go1984 free of charge and without obligation as a free trial version.

If a licence key does not work or a technical problem occurs, we will of course be happy to help – please contact our Support.

2. Hardware (IP Cameras & Accessories)

Our hardware is covered by the statutory 14-day right of withdrawal. As a consumer, you may withdraw from the contract within 14 days of receiving the goods without giving any reason. For the precise conditions, periods and consequences, please refer to our Withdrawal Policy, which also contains the model withdrawal form.

To help us process your return smoothly, please note:

  • The goods should be returned complete and, where possible, in their original packaging with all accessories.
  • Proof of purchase (e.g. invoice or order number) makes it easier for us to identify your order.
  • You may inspect the goods as you would be able to do in a shop. We may claim compensation for any loss of value resulting from handling the goods beyond this.

Please do not send the goods directly to the manufacturer, but to the return address stated below.

3. Defects, Faults & Transport Damage

Irrespective of the right of withdrawal, the statutory warranty rights apply to hardware. If an item is defective, damaged or does not match your order, please contact us. We will arrange for subsequent performance – usually by repairing or replacing the item with a fault-free unit.

Please report visible transport damage as soon as possible after receipt and, where possible, keep the packaging. In the case of defects, we cover the cost of return shipping.

4. How Refunds Are Processed

Once your return has reached us and has been inspected, we will notify you by e-mail of its receipt and of whether the refund will be issued.

  • Refunds are generally made using the same means of payment you used for your order (Visa, Mastercard, PayPal or SEPA bank transfer).
  • We will refund the purchase amount without undue delay and no later than 14 days after we receive your withdrawal. In the case of returned goods, we may withhold the refund until we have received the goods back or you have provided proof of return shipment.
  • Depending on your payment provider and bank, it may take a few days for the credit to appear. If the refund does not arrive, please first check your account or credit card statement and contact your payment provider. If that does not help, please get in touch with us.

5. Return Address

logiware GmbH
Alfred-Mozer-Str. 51
48527 Nordhorn
Germany

Please contact us briefly before returning any goods so that we can prepare the process.

6. Contact

If you have any questions about returns or refunds, you can reach us at:

logiware GmbH
Alfred-Mozer-Str. 51, 48527 Nordhorn, Germany
Phone: +49 (0)5921 / 713992-0
E-mail: info@logiware.de

Further information: Shipping & Delivery · Payment Methods · Withdrawal Policy · Withdrawal Policy for Digital Content