Returns

Created by Propa Goswami, Modified on Mon, 9 Feb at 11:52 AM by Propa Goswami

Always tag returns@gusti-leder.de (@returns on exitb) when ever you need a decision for returns - Artur is your contact person.

Find here all the processes to make a return:

Returns EU Procedure (general)

CH Returns (Switzerland) - Exporto

NO Returns (Norway)

UK Returns (United Kingdom)

USA Returns (United States)

Return Issues

  • Returns EU Procedure (general)
  • CH Returns (Switzerland) - Exporto
  • NO Returns (Norway)
  • UK Returns (United Kingdom)
  • USA Returns (United States)
  • Return Issues
  • Return Portal links for all Gusti Supported Countries
  • RETURN/ REVOCATION PERIOD

    • cooling-off period to enable customer to change their mind after purchase

    • 100 days after reception date of the order from the purchase date 17.11.2025 onwards.

    New return address:

    Gusti Leder GmbH - Returns
    An der Eichspitze 505
    14974 Ludwigsfelde
    Germany

    New Return Process:

    Info: Returned parcels will now be returned to the Germany address, only parcels from Polish customers with Inpost shipping will return to the previous Rosowek PL address.

    • CS team will still be informed by returns team on exitb in case of parcels returning issues.

    • In case you did not receive any info from returns team, that means the parcel could have been lost in the Germany warehouse. In which case we should start a claim with DHL, and ask the customer if they prefer a refund or a replacement order.

    PL Return Address Info (FOR PL CUSTOMERS ONLY):

    GUSTI LEDER GMBH,

    Rosowek 42, Rosowek, 72001, Rosowek, 72001

    PL

    returns@gusti-leder.de, 49 381 3676730

    RETURN IMPOSSIBLE:

    • Engraved products: unless they are defective.
      In very diffcult cases, a return can be accepted, but original engraving costs + shipping costs + return costs + removal of the patch costs will be deducted from the refund of the order.

    • Worn items: ”Worn” means “used”. New: Including Shoes.

    • Broken or damaged goods: unless it was received broken of course, please ask for photos


    WHAT IS REFUNDED?

    • returns during revocation period:
      by law, original shipping costs have to be refunded - however, return costs will be deducted from the refund of the order

    • returns due to defect:
      return costs are covered by Gusti. So the full order price will be refunded.


    EU GUARANTEE LAWS

    • 2 years after purchase

    • year 1 = reversal of burden of proof (we have to prove customer did something wrong)

    • year 2 = customer has to prove defect was present when purchasing

    • does not apply to wear and tear / wearing parts (zippers, holes …)

    Return reasons with code

    1 - Selection order 
    2 - Wrong item ordered 
    3 - Duplicated delivery  
    4 - Defective/damaged 
    5 - Wrong item 
    6 - Shape/design 
    7 - Colour 
    8 - Item too small
    9 - Item too large
    10 - Material processing
    11 - Strong smell
    12 - Wrong item
    13 - Other (please describe the issue)
    18 - Item incomplete (parts/accessories missing)

    Internal reasons (not customer selectable) are:

    14 - Package lost
    15 - wrong label
    16 - wrong address
    17 - Cancelled before shipout


    Return Portal links for all Gusti Supported Countries

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