Returns in B2B Trade – An Important Topic!

What are Returns?

A return refers to sending a product back to the seller, regardless of the reason for return. However, this reason is relevant as different return conditions apply depending on the situation.

When a product is returned in perfect condition and as ordered, this changes the situation. In such cases, we are willing to consider taking it back, which however involves considerable effort for us. Therefore, the question arises as to how this additional effort can be sensibly compensated. Our solution: charging a restocking fee.

Customers often wonder why they have to bear these costs and whether they are justified. At Partbase, we are convinced that this is appropriate. The returns process is complex and requires numerous steps, which we are happy to explain to you in detail. At the same time, we want to ensure that we always find a fair and optimal solution for you – and thus make a difference!

What Matters in Returns Processing?

For smooth returns processing, it's important that you first contact us – either by phone or email. To process your return quickly and correctly, we need your support: Please include a return delivery note with your return and indicate any defects. You can use a copy of our order confirmation, invoice, or delivery note, or create your own document with the necessary information.

Essential information includes your company name, the relevant articles, the number of items being returned, and the reason for return. This information enables us to accurately assign your return and helps ensure that all items are fully recorded.

How Does Returns Processing Work?

Returns processing is part of 'reverse logistics': Instead of flowing from the dealer to the customer, goods flow back to us here. This process goes through several steps:

• Goods Receipt and Inspection First, our team checks the return upon arrival and classifies it – whether it's a complaint, incorrect delivery, defect, or other issue. This is followed by a visual inspection of the product: We check quality, labels, and verify if a delivery note is present. Then the technical function is tested to determine if the item is resaleable. Mechanical parts are tested, electrical devices are checked for functionality.
• Documentation Each step is carefully documented to ensure complete traceability. The documentation is then forwarded to the responsible clerk who evaluates the (warehouse) handling and restocking costs.
• Restocking After inspection, the product receives a new storage location according to the FIFO principle (First In, First Out), which enables us to track precisely. This way, we also know exactly where the product came from for future inquiries.

Costs & Requirements Overview

At Partbase, transparency and open communication are central – also in returns processing. Our goal is to maintain this clear communication, especially regarding restocking fees. Generally, we only accept returns for products in new condition, maximum one year old stock items The following fees apply for restocking:

• Up to €100: A flat fee of €15
• Over €100: Usually 15%
• Electrical components: Due to increased testing effort 20%
• Original parts (e.g., from Bosch Rexroth, HYDAC, Festo, Schaeffler): Usually 30%

Order-specific items: The return of items that were specifically ordered (i.e., not in our warehouse at the time of order) or in unusual quantities of a catalog item is only possible after prior agreement.

For bulk returns or the return of items without original packaging, fees are charged that are calculated according to the effort for sorting, repackaging, or cleaning.

Excluded from exchange are:

• Opened packaging units, special orders, and materials that were delivered more than 12 months ago.

We do not cover shipping costs for returns. Please include all relevant purchase receipts with your shipment so that we can process your return quickly and uncomplicated. The invoice copies are important to clearly assign the return and process it smoothly in our system.

You will receive your refund within 14 days after handing over the return to the shipping company. You will receive your refund through the payment method you selected during the ordering process.

Private Individuals & Right of Withdrawal

The statutory withdrawal period is 14 days and begins with receipt of the goods. Your withdrawal declaration can be made informally and in a simple way by email. We do not cover shipping costs for returns – just like for business customers.

Return and Refund for Wrong Delivery or Defects

If you receive goods that don't match your order or have defects, please proceed as follows to make the processing quick and uncomplicated:

1. Contact: Contact our customer service immediately and report the incident. We then check whether the error is on our side or with the manufacturer.
2. Return: Please provide us with information about the packaging and weight of the goods so that we can organize the collection of the return by our parcel service provider.
3. Inspection and Refund: Once the goods have arrived and been inspected, we cancel the original order.

We guarantee you quick processing to minimize inconvenience for you.

How to Avoid Returns?

Important questions often arise before purchase in online retail: Is the chosen component or product suitable for my purposes? Does it have the necessary specifications such as size and connection type? Does it meet my requirements, or are there suitable alternatives? In case of uncertainty, it helps to clarify these questions in advance to avoid unnecessary returns.

In our online shop, you'll find detailed product descriptions, technical specifications, drawings, data sheets, 360-degree views, and CAD models – everything to give you a complete overview of our products.

If you still have questions or uncertainties, don't hesitate to contact us. At Partbase, you have access to a team of experienced engineers and technicians who answer all your questions and support you in product selection. We accompany you until all doubts are resolved and you have found the ideal product for your application.

This way, you reduce possible returns and additional effort – while simultaneously contributing to protecting our environment!

Conclusion

Returns are part of online retail. They contribute to a positive customer experience but also bring costs, administrative effort, and increased CO₂ emissions and resource consumption. Therefore, we place great emphasis on sustainability, high quality standards, and excellent customer service in all areas. Our commitment doesn't end with the purchase – our comprehensive services support you before, during, and after the purchase, especially with smooth and efficient returns processing.