1. My item is defective what should I do?
  2. I didn't get what I ordered?
  3. Can I return my item/s for a refund?
  4. How can I claim items missing in the package?
  5. Why didn't I receive all of the items in my order?
  6. How do I return items for a refund?
  7. How do I report a damaged package?
  8. How long do I have to wait until I get my refund?
  9. Do you pay for unstamped parcels?
10. I returned an item for a refund and received an unpaid item dispute. Why?
11. I paid for my order but haven't received anything yet. Why?
12. How long is the warranty period?

We are sorry that you are having problems with your item. Please email us at ebay@team-foto.com, call us at +49 1801 / 0206506481 ( 3.9 Cent per minute for calls from the T-Com network. Prices from mobile networks may be different ) or fax us at +49 3212 6506481 ( 0.14 Euro per minute for calls from the T-Com network. Prices from mobile networks may be different ). We will be happy to help you. Please provide your name, auction # or sales invoice number along with the problem.

Please email us at ebay@team-foto.com, call us at +49 1801 / 0206506481 ( 3.9 Cent per minute for calls from the T-Com network. Prices from mobile networks may be different ) or fax us at +49 3212 6506481 ( 0.14 Euro per minute for calls from the T-Com network. Prices from mobile networks may be different ) and provide your name, auction # or sales invoice number along with the item you received. We will be happy to help you and solve the problem.

Private consumers are eligible to return their goods for any reason within one month after receiving your package. If you bought the goods for business purposes our refund policy does not apply.

If you find that your shipment shows visible signs of damage on receipt, please attempt to open it in the presence of the driver. If the contents of the package are damaged due to shipping process or items are missing, make sure to document that on the shipping manifest. Damage due to shipping must be reported within 24 hours. Once a claim has been approved, the payment will be processed. DHL will pay the lesser of purchase or replacement costs, up to the declared value and we will send you the amount you have already paid.

While we very much wish that we had everything in stock ( it costs us as much to send a picker to an empty location, and a truck with part of your order as it does to pick and deliver 100% of the goods ), the nature of our products and suppliers means that at any given time some of our lines may be out of stock. If the item/s you ordered is / are no longer available, we will offer an alternative as a replacement or we will refund the purchase price immediately.

If the product was purchased over eBay and you are a private consumer, you have the right to cancel an order within one month under the terms of § 355 BGB in context of § 312b in connection with § 312d BGB. There is no right of cancellation for the following products: Complete systems put together according to your specifications, backgrounds, magazines or special purchases. Generally speaking, unsealed packages may not be returned either. Your revocation need not contain any reasons, but it shall be announced either in writing by email, a letter or a fax prior to return.
After a notice of cancellation has been sent in writing, prompt return of the goods to our address shall be sufficient to comply with the time period. The goods shall be returned in their original packaging and in a state permitting resale. The packaging shall not be damaged either. If this is not the case, we shall be entitled in principle to refuse to take back the goods. Refunds shall only be made after we have checked the goods.

If you find that your shipment shows visible signs of damage on receipt, please attempt to open it in the presence of the driver. If the contents of the package are damaged due to shipping process, make sure to document that on the shipping manifest. Damage due to shipping must be reported within 24 hours. Contact us immediately by phone at +49 1801 / 0206506481 ( 3.9 Cent per minute for calls from the T-Com network. Prices from mobile networks may be different ) by fax at +49 3212 6506481 ( 0.14 Euro per minute for calls from the T-Com network. Prices from mobile networks may be different ) or per email at ebay@team-foto.com so that we have a record of the problem and be sure to retain all packaging materials. If possible, take a photograph of the damaged package, as this can assist in the claims process. Once a claim has been approved, the payment will be processed. DHL will pay the lesser of purchase or replacement costs, up to the declared value and we will send you the amount you have already paid.

You can expect a refund within five days of when we receive your return. Please allow a few business days before the refund will show up. Refunds will be given in the same form of payment.

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Yes, we also pay for unstamped parcels. But please send your returns stamped only. If it turns out that we are responsible for the error we refund the relevant postage immediately of course.

If a refund is given, an unpaid item dispute is usually opened as a "Mutually Agreed" dispute based on giving a refund. If the seller indicates that a mutual agreement has been reached with the buyer, eBay will ask the buyer for confirmation through an email and pop-up message. If the buyer confirms the seller's statement about mutual agreement, the buyer will not receive an unpaid item strike and the seller will receive a final value fee credit. If the buyer does not respond to the email or pop-up message within ten days then the seller will be able to close the dispute. The seller will receive a final value fee credit and the buyer will not receive a strike.

While we very much wish that we had everything in stock, the nature of our products and suppliers means that at any given time some of our lines may be out of stock. If the item/s you ordered is / are no longer available, we will inform you as soon as possible.
We aim to dispatch your order within two working days of our receiving payment. You will receive an email when your order has been sent. When the postal services gives us a tracking number you can also find this with your order information. Delivery times may vary depending on your country. If you have not received the package on time please check your local post-office first before contacting us. Sometimes the postman also leaves your package at your neighbours.

Effective from 1st January 2002, the EU Directive to extend warranty on consumer products from one to two years, came into effect. This directive only impacts EU member state countries and will be phased in as the EU member states implement the directive. All Team-Foto products are guaranteed to be free of defects in workmanship and materials for a period of 12 months ( used items ) or 24 months ( new items ) from the date of purchase. Normal wear and tear, misuse, or improper care is not covered. If the goods we have supplied are deficient, warranty shall first be provided by rectification of the defect or replacement at our discretion.
If, after an appropriate period, two attempts to remedy the defect fail, the customer can request reduction of payment ( deduction ) or cancellation of contract ( rescission ). In the case of only minor defects, the customer has no right of rescission. With respect to claims for damages or for compensation for expenses ( hereinafter: damage claims ) because of a defect the liability stipulations below shall apply. The customer shall notify us in writing of any obvious defects within a period of two weeks after receipt of goods, otherwise pursuit of the warranty claim is excluded. Evidence of punctual posting shall be sufficient to show observance of this period. The deadline for pursuit of warranty claims shall be one year from the date of delivery of our products. This deadline shall not apply in cases of fraudulent intent, wilful intent or gross negligence, in cases of violation of life, body or health, when we have given guarantees or are liable according to the German Statute on Liability for defective Products and in cases of sections 438 ( 1 ) number 2, 479 ( 1 ) and 634 a ( 1 ) number 2 of the German Civil Code ( BGB ). In these cases the statutory period of limitation shall apply.
As a matter of principle, only the product description in our offer shall be considered agreed with regard to the nature of the goods. Any public statements, claims or advertising on our part or that of the manufacturer do not represent a quality description of the goods as contracted. The customer receives no guarantees from us in a legal sense. Manufacturer guarantees are not affected in this respect. Claims based on defects related to used goods are excluded. This does not apply in cases of intention, malice or gross negligence, or in cases of injuries of life, body or health, to the extent, we granted a guarantee as well as in cases of liability subject to the German Statute on Liability for defective Products. In these cases the statutory provisions apply.