You must respond to any customer complaints within 48 hours on business days from Monday to Friday, excluding public holidays.
There is no need to respond or have an automatic reply on weekends.
📧 Tickets are divided into three statuses:
"Unresolved": Tickets to be processed that are awaiting a response. We have 48 hours to reply.
"Waiting for Response": All tickets that are awaiting a response from the customer.
"Closed": All closed tickets that have been archived.
❌ Order Cancellation and REFUND 💰 Return Conditions
In the event of an effective cancellation declaration, the Seller is obliged to take back the delivered Products and cancel the order in the Supplier's system without undue delay after receiving the goods, thereby refunding the Customer the paid purchase price and any applicable shipping costs.
Once the order is canceled or voided, Kaufland will issue a refund to the customer, and the money will be returned to their account.
It is possible to issue only a partial refund.
❓ What is KLARNA?
In collaboration with the payment service provider Klarna, Kaufland.de offers payment by invoice or in installments. Simply select the appropriate payment method when completing your order.
How does purchasing on account with Klarna work?
The customer has 14 days from the invoice date to pay the invoice—you only pay once you have received the ordered goods or payment request. You complete the order and before paying, you can check the goods you received at your convenience.
How does installment payment with Klarna work?
With Klarna's financing service, the customer can flexibly finance their purchase in up to 24 monthly installments, with a minimum payment of €6.95 or under the conditions otherwise specified when making the payment.
The installment is due at the end of each month after Klarna sends the monthly invoice. If you have any further questions, please contact Klarna: Klarna Customer Service