Returns and complaints
Do I have the right to cancel my order?
You will find the rules regarding your revocation rights in our Terms and Conditions.
What do I do if I'm not satisfied with the product I bought?
If you have already informed us of your intention to revoke your purchase contract, you can support us in processing your return in the following way.
To process your request quickly and satisfactorily, please proceed as follows:
First, download the return form, complete it and enclose it with the returned product.
The return must always be sent to the following address:
NIMAX GmbH
Otto-Lilienthal-Str. 9
D-86899 Landsberg am Lech
When your return arrives in our warehouse, we will check and process it according to the information you gave us. The processing time is usually around one week, but it may be a little longer at busy times.
Note: please use the original packaging if it's still available or, if not, equivalent packaging for the return, in order to guarantee that the item is safely transported.
The item I ordered is defective, how do I complain?
To register a complaint and initiate an exchange, our contact form is available for you to use. Please select the appropriate subject heading and fill out the form completely. We will then send you an email with further information on the exchange process.
Here’s the easiest way to do it!
In order to process your request as quickly and unbureaucratically as possible, we ask you to observe the following procedure:
(This does not constitute a mandatory requirement for the effective exercise of your revocation right)
Please bear in mind that we only accept requests for exchanges and returns either in writing or by email. This is the only way for us to ensure that we receive all the necessary information and can process your request immediately.
To process your request quickly and satisfactorily, please proceed as follows:
First, download the return form, complete it and enclose it with the returned product.
The return must always be sent to the following address:
NIMAX GmbH
Otto-Lilienthal-Str. 9
D-86899 Landsberg a. Lech
When your return arrives in our warehouse, we will check it and process it according to the information you gave us. The processing time is usually around one week, but it may take up to four weeks during busy times.
Note: please use the original packaging if it is still available or, if not, equivalent packaging for the return, in order to guarantee that the item is safely transported.
How can I get support if I have technical questions?
Many of our products require some explanation. If you have any technical questions, you will be assisted by our experts.
The quickest and easiest way to get help is to use the contact form. We will do our best to help you.
What is the warranty procedure?
If a product develops a defect during the warranty period, please contact us. In many cases, any required return can be conveniently organised by using a return label that we will provide. Products that cannot be returned by parcel delivery, such as large Dobsonian telescopes, will be collected by us in the event of a warranty claim. The necessary repair or replacement is then carried out either by us or directly by the manufacturer.
We cannot guarantee that all items will always function as expected. But we will always try to find a satisfactory solution for you, because that is our goal.
How long is the warranty period?
The warranty period for consumers is 24 months on purchased new products, or 12 months on used items, and begins from the date of receipt. The warranty does not cover damage caused by normal wear and tear, or by improper use.
Some manufacturers offer warranty for their products that extends beyond this period. The respective warranty conditions can be obtained from the manufacturer. Your statutory warranty rights are not limited by a manufacturer's warranty.