We want you to be completely satisfied with your Wacom purchase. That's why we have a voluntary extended 30-day return policy in addition to your mandatory right of withdrawal as mentioned below for products purchased in our estore. The return policy is not the same as our Limited Warranty and does not apply to software products and the licenses that go with them. Software license purchases are therefore non-refundable and non-cancellable under this policy. For your right of withdrawal with regard to digital goods, please check the details below. For all other items, please refer to the instructions below.

Submitting a return

+  Have a Wacom ID account? It's easy to process your return if you are within the 30 day return window.

From the Account order history page, select your order and the products you want to return. Click items you want to return, identify reason for return and hit submit. You will be presented with a prepaid shipping label and return instructions. 

 + Don't have a Wacom ID account? If you completed your order as a "Guest," our Customer Support team can help. Contact us at https://www.wacom.com/support/contact-support for a Return Merchandise Authorization (RMA) number, prepaid shipping label and shipping instructions. Please write the RMA number clearly on the outside of the box.

 + Purchased a product bundle? Individual products included as part of a bundle can only be returned if all of the products in that bundle offer are also returned.

 

The best way to cancel or change an order is by logging into your Wacom ID account. If the order status on your Order History page is "IN REVIEW," you're in luck and can cancel the order. If the status is "IN PROCESS," it means the shipping process has started and you won't be able to cancel it. You will need to return it to us instead. If you checked out as a "Guest," you'll need to visit us at https://www.wacom.com/en-de/support/contact-support with your order number to find out the status.

 

Consumers, i.e. persons who conclude a contract for the provision of one or more products for purposes that cannot be predominantly attributed either to their commercial or self-employed professional occupation, are entitled to the following right of withdrawal when concluding a contract:

 

Instructions on withdrawal with regard to the delivery of physical goods

If Wacom’s contractual obligation is the delivery of (physical) goods, the consumer has the following right of withdrawal:

 

Model Instructions on withdrawal

for the delivery of physical goods

Right of withdrawal

You have the right to withdraw from this contract within 14 days without giving any reason.

The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last goods.

To exercise the right of withdrawal, you must inform us (Wacom Europe GmbH, Return Logistics, Krefelder Straße 667, 41066 Mönchengladbach, Germany; emeasupport@wacom.com;  of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post or e-mail). You may use the attached model withdrawal form, but it is not obligatory.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Effects of withdrawal

If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

You shall send back the goods to us, without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.

You will have to bear the direct cost of returning the goods.

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

 

Special notes: Non-existence for sealed computer software

The right of withdrawal does not exist for contracts for the supply of sealed audio or sealed video recordings or sealed computer software, if they were unsealed after delivery.

 

Instructions on withdrawal with regard to digital goods

If Wacom’s contractual obligation is the delivery of digital goods, which will not be delivered by a physical data carrier, the consumer has the following right of withdrawal:

 

Model instructions on withdrawal

for the delivery of digital goods

Right of withdrawal

You have the right to withdraw from this contract within 14 days without giving any reason.

The withdrawal period will expire after 14 days from the day of the Conclusion of the Contract.

To exercise the right of withdrawal, you must inform us (Wacom Europe GmbH, Return Logistics, Krefelder Straße 667, 41066 Mönchengladbach, Germany; emeasupport@wacom.com; of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post or e-mail). You may use the attached model withdrawal form, but it is not obligatory.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Effects of withdrawal

If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.

 

Premature expiry of the right to withdraw

The consumer’s right to withdraw expires prematurely if Wacom began with the performance of the Contract of Purchase after the User had expressly consented to Wacom beginning with the performance of the contract prior to expiry of the withdrawal period, and the consumer had acknowledged that by his/her consent, he/she would lose the right to withdraw from the contract upon the performance of the contract having commenced.

 

Model withdrawal form

(complete and return this form only if you wish to withdraw from the contract)

— To

Wacom Europe GmbH, Return Logistics, Krefelder Straße 667, 41066 Mönchengladbach, Germany; emeasupport@wacom.com;

— I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*)

— Ordered on (*)/received on (*)

— Name of consumer(s)

— Address of consumer(s)

— Signature of consumer(s) (only if this form is notified on paper)

— Date

(*) Delete as appropriate.