1. Corporate Identity and Contact Information

Company: AGK Carpet Deutschland GmbH
Email: carpets@softsteprug.com
HRB: Amtsgericht Köln HRB 74124
Address: Longericher Straße 205, 50739 Köln
Phone: + 492219174640

2. Logistics and Delivery Oversight

All orders are prepared and dispatched from our operational facilities in Germany via established international carriers including DHL, FedEx, and UPS Priority.

Estimated Delivery: 2–7 business days following dispatch.

Transparency: Customers will receive automated tracking notifications.

Delivery Enquiries: Should a shipment exceed standard timeframes, we will initiate a carrier investigation. Resolutions, including replacement or refund, are determined based on the official findings of the investigation.

3. Statutory Right of Withdrawal (EU/UK)

In compliance with applicable consumer protection legislation, customers residing in relevant jurisdictions have the right to withdraw from their purchase within 14 days of receiving the goods, without providing a reason.

Notification: Customers must notify us via email at carpets@softsteprug.com within this period.

Return Conditions: Items must be returned in their original, merchantable condition and original packaging.

Return Costs: Unless otherwise mandated by local law, the costs associated with returning goods under the Right of Withdrawal are the responsibility of the customer.

4. Authorised Return Address

All authorised returns must be directed to our central administrative and logistics hub:
Longericher Straße 205, 50739 Köln

Note: Please contact customer support to receive a Return Merchandise Authorisation (RMA) and specific instructions before dispatching any items.

5. Non-Conforming, Damaged, or Defective Items

We maintain rigorous quality control standards. If an item arrives with a documented manufacturing defect or transit damage:

Evidence: Customers are required to provide clear photographic evidence of the damage and the packaging.

Resolution: Upon verification, AGK Carpet Deutschland GmbH will provide a professional resolution, which may include a priority replacement or a full refund.

Disposition: Our team will provide specific instructions regarding the return or disposal of the affected item. We reserve the right to waive the return requirement based on our assessment of the defect.

6. Refund Processing and Financial Integrity

Approved refunds are processed strictly to the original payment method used during the transaction to ensure financial security and anti-fraud compliance.

Payment Channels: This includes Visa, Mastercard, American Express, Apple Pay, Google Pay, and other authorised electronic wallets.

Processing Time: Once initiated, the timeframe for the funds to appear is governed by the policies of the respective financial institution, typically taking 5–10 business days.

7. Administrative Enquiries

For any questions regarding this policy or the status of a return, please contact our administrative team:
Email: carpets@softsteprug.com
Phone: + 492219174640