Customer service
Returns & Exchanges
Returns
It doesn’t fit or you don’t like it?
Even though we are constantly improving our product descriptions, images and sizing information, sometimes something doesn’t fit or meet your expectations.
No problem!
Within our 14-day return period, you as a consumer (B2C) can easily return items in as-new condition. To ensure your return can be processed smoothly and that the goods are suitable for resale, the following conditions must be met:
* The goods are in their original condition, complete, and show no signs of use.
* The goods are not damaged.
* The goods are not soiled.
* The goods must be returned in proper packaging, including all labels and transport protection materials.
* To save resources, ideally please return the goods to us in the same box in which you received them.
Please handle the items with care. Only then can we restock the goods and offer them for sale again. By doing so, you help reduce resource waste and minimize packaging refuse.
Please send your return along with the completed return form to the following address:
asuri GmbH
c/o Retoure pervormance
Industriestr. 19
71706 Markgröningen
Germany
Notice for business customers (B2B):
No voluntary right of withdrawal is granted to entrepreneurs. Should we exceptionally agree to the return of commercial goods as part of an individual goodwill agreement, restocking fees will apply in accordance with our General Terms and Conditions (GTC).
Returns from Switzerland
Since Switzerland is not part of the EU, there are a few customs procedures to follow for returns to ensure that everything goes smoothly. Please proceed as follows:
1. Pack the item and include the return slip.
2. Take the package to Swiss Post (do not send it as a regular, unregistered letter).
3. Fill out the customs form (CN22/CN23) truthfully and attach it to the outside of the package where it is clearly visible.
4. Be sure to specify “Return / Returned Goods” as the reason for shipment so that you do not incur any new customs fees.
5. Send to the following return address:
PERVORMANCE international GmbH
Hörvelsinger Weg 66
89081 Ulm
Deutschland
You can download the return form as pdf HERE.
Exchange
A direct exchange with a credit is not possible. As a consumer (B2C), you are welcome to simply place a new order for the desired item through our online store or by contacting our customer service. In the online store, you can immediately see whether the item is still available in your desired color and size, and you also have a variety of payment methods to choose from.
For deliveries within DE, AT, and CH, we offer you free shipping for your new order. Simply use the one-time code on your return form for the new shipment. Please contact us if you do not have a code.*
Upon arrival of your return at our facility, it usually takes 7 to 10 business days for it to be inspected and processed. Please note that our logistics department is closed on weekends. You will receive a confirmation of receipt from us, followed by the refund of the invoice amount already paid. Depending on the payment method you selected, this may take a few additional days.
*Note: For commercial customers (B2B), our separate provisions regarding the right of withdrawal apply in accordance with our General Terms and Conditions (GTC).
Good to know…
Shipping as well as returns are not free of charge with us, we will gladly explain why:
Studies show that people shop more consciously when they have to pay for return shipping themselves.
Most shops offer free returns, which can lead to very high return rates and, consequently, high CO₂ emissions. When we charge for delivery, we deliberately reduce order volumes, sales and, consequently, our profits.
We have deliberately chosen not to offer free shipping or free returns, as we want to operate in a way that conserves resources as much as possible. As developers and manufacturers of cooling apparel that works without electricity, we don’t want to further fuel climate change. That’s why we’re doing everything we can to minimize our use of resources. This includes upcycling fibers, minimizing air travel, and much more.
And we offset the rest through social climate projects with internationally recognized standards.
You can download the return form HERE as a pdf, print it out and enclose it with your return.
If, despite our careful quality control, you have received an incorrect product, please return the incorrectly delivered item to us with a note on the return slip. Of course, you will receive a prepaid return label from us for the return. Please contact us for this via the contact form.
Please note on the return slip if you would like an exchange or refund. You can also conveniently download and print the return slip HERE.
We can cancel or change your order as long as the goods have not been shipped. Therefore, please contact us as soon as possible with your cancellation or change request.
Still have questions?
If you have any questions regarding returns and exchanges, we are happy to help.
You can find our numerous contact options HERE.
