Returns and ComplaintS

Yes, you are welcome to return articles covered by different delivery notes in a single parcel. However, please make sure to include all receipts or delivery and returns slips for the articles contained in your parcel.

Generally speaking, you have a 14-day right of return. This applies from the date of receipt of the goods.

In addition to your right to cancel within 14 days, we offer a voluntary two-year right of return on many products. If you are not happy with a product, for whatever reason, we will accept its return within 2 years and refund the purchase price. The only requirement: the goods must be unused – i.e. new – and undamaged. If the current retail price of the product is lower than what you paid, we will refund the lower amount.

Please return the product to us together with your proof of purchase, in the original packaging where possible, and ensure that it will not be damaged in transit.

Excluded from the voluntary right of return: printed matter, image and audio materials, and foodstuffs.

To ensure that we cover the postage costs for your return, please generate a QR code or a returns label via the DHL Returns Portal. Please then have the QR code scanned from your smartphone at your parcel collection point. Alternatively, you can print out a returns label and stick it on your parcel.

We offer a free return label for the following countries:

• Germany
• Belgium
• Denmark
• France
• United Kingdom
• Ireland
• Italy
• Luxembourg
• Netherlands
• Poland
• Austria
• Sweden
• Switzerland
• Spain
• Czech Republic
• Finland
• Portugal

Please ensure that your return parcel has adequate prepaid postage. We can only accept prepaid parcel deliveries.

Our address is: 
Detlev Louis Motorrad-Vertriebsgesellschaft mbH 
Warenretoure
21027 Hamburg 
GERMANY

Printed matter, image and audio materials, hygiene products from which the seal has been removed, foodstuffs and goods that have been specially manufactured to your specifications or are clearly tailored to your personal needs – such as colour-customised brake and clutch levers, or damper and spring components manufactured to your specifications and requirements – are excluded from return.

Simply take your goods to the shop, along with your receipt or invoice. The team in-store will then determine what happens next. Your return can always be sent to head office for processing and verification.

Please note: Unfortunately, this does NOT apply to Swiss branches.

If you return the goods within 14 days of receiving them, it is not a problem if the original packaging is missing. Please do, however, ensure that you pack the goods properly so that nothing gets damaged in transit. Thank you! If the purchase and return fall within our voluntary 2-year returns policy, our colleagues will check the return and decide what happens next on a case-by-case basis.

If you placed an order with us, we can usually retrieve the sales receipt using your customer number. We can only trace in-store purchases if you provided your customer number when you bought the article – if you paid at the till without giving your customer number, we are unfortunately unable to retrieve the receipt.

If you do not know your customer number, please send us your full address – and your old billing address if you have moved in the meantime – (or your customer number, of course) with a request for the receipt to: service@louis.de

Please take the damaged parcel to a DHL branch and ask them to confirm the damage in writing. Then email us photos of the damage, a copy of the invoice and the confirmation from DHL to kundendienst@louis.de. We will check your documents and get in touch with you as soon as possible.

You will not automatically receive a replacement for a faulty article. Please start by sending a description of the product fault and a clear photograph of the defect to kundendienst@louis.de. Please also provide your customer number and – if known – the date of purchase of the product you are making a complaint about. Our team will then review your case and get in touch with you as soon as possible to discuss the next steps (e.g. replacement, repair or refund).

Yes. Please feel free to send us photos of the receipt, of the article and a description of the fault to: kundendienst@louis.de. We will check the documents and get back to you as soon as possible!

Simply show the QR code to the staff at DHL – they will scan it, print out the shipping label for you and stick it on the parcel.

The QR code is valid for a maximum of 30 days. If you are approaching the 30-day mark, feel free to generate a new label with a new QR code here.

You can save the code directly from the DHL website as soon as it has been generated or you can provide an email address, in which case the QR code will be sent directly to the address you give.

Please pack the articles you are returning securely in a box and fill in the delivery note with the reasons for the return. If you do not have a delivery note, please enclose a copy of your proof of purchase and a brief note of which article is being returned and why. Stick the return label on your box and take it to DHL. Once we have received your return, you will be sent an automatic confirmation by email.

You can use the label for 30 days. If you are approaching the 30-day mark, feel free to generate a new label with a new QR code here.

You can save the label directly from the DHL website as soon as it has been generated or you can provide an email address, in which case the label will be sent directly to the address you give.

Please note that it will take approximately 3 working days for your parcel to reach us. Once we have received your parcel, we will usually process your return within one to three working days.

As soon as your return has been processed, you will receive an automatic confirmation by email.

You can check the status of the parcel using DHL's tracking service. Once your parcel is marked as delivered, we will usually process your return within one to three working days.

Once you have received confirmation by email that your return has been processed, we will issue a refund (where possible) using the original payment method.

If you paid via PayPal, you should receive the refund within one to two working days.

If you paid by credit card, please note that many credit card issuers will not show the refund amount until your next card statement.

If you paid in advance (or ordered on an account and have since paid for the goods), please provide your bank details on the returns slip or send us your customer number with a request for a refund to: kundenrueckzahlung@louis.de

You can track your parcel using the parcel number on your shipping receipt.

As a general rule, we will provide the refund to you using the same payment method you used.

However, if you paid in advance (or ordered through an account and have since paid for the goods), please provide your bank details on the returns slip or send us your bank details together with your customer number and a request for a refund to: kundenrueckzahlung@louis.de.

If you used a gift voucher when placing an order and you return any articles from that order, the value of the voucher is divided proportionately across all the articles in your order and deducted accordingly. When you return the item, we will refund you the exact amount shown on your receipt. This means that the discount provided by the voucher still applies to the remaining articles.

If you have received a voucher as part of a refund: the voucher you redeemed when placing your order is divided proportionately across the articles and, in the event of a return, you will receive a refund for the amount you actually paid.

Yes, you are welcome to return articles covered by different delivery notes in a single parcel. However, please make sure to include all receipts or delivery and returns slips for the articles contained in your parcel.

All products containing flammable, pressurised, corrosive, environmentally hazardous or otherwise dangerous substances must be labelled as dangerous goods.

The transport risk is higher for dangerous goods than for other products. To help us minimise the transport risk as much as possible, please observe the following guidelines:

a) Where possible, use the original Louis packaging to return the product. This has the correct labelling and is the correct type of packaging. If the original packaging is unusable, please use new transport packaging. For products containing batteries (particularly those containing lithium or sodium), please ensure that the packaging is sturdy and secure.  

Ensure that the product cannot move around inside the packaging or be switched on accidentally. Please ensure that all containers that are pressurised, filled with liquids or contain other substances that may leak are sealed securely. Where possible, place the product upright in the parcel. Any unavoidable empty space in the parcel must be filled with packing material.

b) You can create and print a return label with our destination address here in the online shop.

c) Please also ensure that you affix the prescribed dangerous goods label to the parcel (this does not apply to lithium/sodium batteries; these have their own label. See paragraph d). The label informs the carrier that they are transporting "dangerous goods in limited quantities". You can download and print this label from the PDF file here. When printing, please ensure that the label is at least 10cm x 10cm in size.

d) Important! Applies only to the shipping of batteries containing lithium/sodium: You can download and print the warning label from a PDF file here. Please select the appropriate label and affix it to the outside of the parcel in a position where it is easy to see. The label informs the carrier that they are transporting a battery containing lithium or sodium.

Please note! Please do not return any lithium or sodium batteries to us if the housing is open, deformed, damaged or visibly swollen. The same applies if liquid or gas is leaking from the battery. In these cases or if you are unsure about anything, please always contact us before returning the article. Louis Customer Services will be happy to help: tel. 0049-40-734 193 811 or kundendienst@louis.de

Alternatively, you can take the battery in question to a Louis branch and have it assessed by us there.