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Customer information

Consumer information

Below you will find the legal information on your rights as a consumer under the regulations on distance contracts and electronic commerce.

Contract partner

Unless otherwise stated, the contractual partner for the products offered in the store is Telekom Deutschland GmbH, Landgrabenweg 151, 53227 Bonn, Germany.

Order process

When you have found the product you want, you can add it to your shopping cart without obligation by clicking on the button "Check availability and order" or "Order tariff". "Order tariff" or "Order" into the shopping cart. You can also remove the selected products from the shopping cart at any time.

If you want to buy the products, click the button "Proceed to checkout" in the shopping cart. You will be asked for the necessary data and consents for the order.

A binding order of the services contained in the shopping cart is made only by clicking the button "Order with obligation to pay". Confirmation of receipt of your order shall be sent by automated e-mail immediately after the order is sent and shall not constitute acceptance of the contract. The contractual relationship shall only come into effect upon receipt of the order confirmation from Telekom, at the latest, however, upon provision of the service by Telekom or, in the case of a purchase contract, upon receipt of the goods (acceptance).

Delivery

Delivery of goods is only within Germany with DHL Paket, DHL Express, GLS and DPD. Unless otherwise stated in the product description, all items offered are ready for immediate shipment (delivery time: 1-3 days). If end devices are ordered together with a tariff (e.g. Media Receiver in combination with a MagentaTV connection), the delivery of the ordered end devices will take place only 4 days before the tariff is made available.

When ordering a plan (e.g., MagentaTV connection), you can specify a desired date in the order. After receiving your order, Telekom will check when the service can be provided to you. Telekom will then inform you of the provision date in the order confirmation.

Shipping costs

All prices in our store include the statutory sales tax and all other price components. Shipping is done in environmentally friendly packaging.

Payment

You can pay for goods ordered in the store by SEPA direct debit mandate (direct debit). If you pay by direct debit, your account will be debited 10 days (2 days for mobile products) after delivery of the goods. In the case of a granted SEPA direct debit mandate, we will not debit the invoice amount from the agreed account before the seventh day after receipt of the invoice and the SEPA advance notice (pre-notification).

Information on concluding a contract (mobile communications)

The presentation of the products in the online store does not constitute a binding offer. The purchase contract shall only be concluded through your order (purchase order) and the actual delivery of the goods by Telekom. The contractual relationship for the mobile communications service shall come into effect upon receipt of the order confirmation, at the latest upon activation of the SIM card by Telekom (acceptance). You place your binding order and thus the contract offer by clicking on "Order subject to payment" after your details have been checked. If you have entered a valid e-mail address, you will receive an order confirmation by e-mail. Please note that this order confirmation does not constitute an acceptance of your offer.

Delivery status (mobile communications)

The delivery time from order is approx. 2-3 days.

Defective device? (Mobile communication)

Should you ever receive a defective device, simply return the complete package to the address listed in the accompanying letter within two weeks of receipt of the goods. Telekom employees will check the return and promptly send you a new device or the ordered items. After the two weeks, please first contact the Telekom service number 0180 3 302202 (0.09 euros/min. from a landline, mobile communication max. 0.42 euros/min.) in the event of a warranty or repair claim, where the cause of the problem will be determined and, if necessary, repair or replacement will be arranged.

Warranty

For goods offered in our store the legal claims for defects exist. If you have any questions or would like to contact our customer service, you will find all contact channels here: http://www.telekom.de/kontakt

Right of withdrawal

As a consumer, you are entitled to a 14-day right of withdrawal when ordering from our store. You will receive more details about your right of withdrawal during the ordering process and here.

Storage of the contract text

We store and transmit the text of the contract to Telekom and Telekom sends you the order data and the contract documents by mail. Your data will be used exclusively for order processing and will not be passed on to third parties. The deletion of your data at TK-World AG takes place automatically and immediately after successful processing of the order, but at the latest after six months from the day of data collection. A confirmation of data deletion can be requested in writing.

Language

You will receive the information on the contract from us in German and English. You will receive the contract documents in German.

Arbitration board

Under § 47a of the Telecommunications Act, it is possible to initiate conciliation proceedings before the Federal Network Agency if there is a dispute as to whether the provider of publicly available telecommunications services has failed to take into account certain end-customer rights listed in § 47a of the Telecommunications Act. An application must be submitted to the Federal Network Agency for this purpose. The application is to be addressed to:

Bundesnetzagentur Ref. 216, Schlichtungsstelle Postfach 8001 53105 Bonn Telefax (030) 22 480 518

For more details on the procedure, please visit the website of the Federal Network Agency at www.bundesnetzagentur.de.