Customer service

Our commitment to excellent customer service

We, the founders of Natur Bohne, love our products and want to offer our customers the best experience and the best customer service. For this reason we are available to you at any time.

Advice and support

We are happy to advise you before you buy. Visit our showroom in Vöhringen (appointments by arrangement) or contact us directly by phone or video call. This way we also support you with questions about the adjustment and use of our products, even remotely.

Product and warranty service

If something is not right with your product, we offer a free exchange within the first 14 days after delivery as well as a comprehensive repair service. Our own workshop works closely with experienced partner workshops. During the statutory warranty and guarantee period you can send your products to us. If a defect is present, we cover the transport costs to our workshop and back to you. If the workshop does not detect a defect, the flat rates under workshop services apply.

Workshop services

We offer the following workshop services (prices are gross, incl. 19% VAT and plus a surcharge of 5% on the net price):

  • Cost estimate creation: 32.00 €
  • Extended cost estimate with report: 63.00 €
  • Sending in devices without defect (user error etc.; parcel shipping, devices up to 30 kg): 44.00 €
  • Pick-up and return shipping by freight forwarder (devices over 30 kg, within Germany), per trip: 90.00 €
  • Sending in with no defect found, devices over 30 kg (freight pickup and return shipping within Germany): 180.00 €
  • Transport for reporting damage in case of delivery damage: 44.00 €
  • Shipping packaging if original packaging is no longer usable: 12.50 €
  • Qualified damage report: 187.43 €

All prices incl. the statutory value added tax. Freight transport outside Germany is charged on request.

If no defect is found during the workshop inspection, this is considered a submission without defect finding. In this case the warranty does not apply. The costs for inspection, pickup and return shipping are then based on the flat rates mentioned above. We explicitly point this out before every pickup and obtain your confirmation.

Price list as of: 06.10.2026. The flat rates apply to orders from this date.

Procedure for service requests

Please send us an e-mail to [email protected] with images and a detailed description of your concern as well as your telephone contact options. Also tell us a date and a time or a time of day when you are easily reachable.

We recommend that you keep the original carton to facilitate the return.

Note for damaged devices and returns

We are very sorry that you received a defective device. We know how disappointing it is when you are looking forward to your order and the product then arrives damaged, even though such incidents are rare.

Please note that we only offer new items, except for products that are expressly marked as refurbished or used. Because your device was shipped in the original packaging, no prior inspection was carried out in order to guarantee the intactness of the original goods.

To start the service process, we ask you to fill out the enclosed form with the available information. As soon as you return the package to us, we will arrange the shipment of a new product, unless you have requested a refund via our returns portal.

We thank you for your understanding and cooperation and assure you that we are always committed to providing you with the best possible service.