CEWE: Returns & refunds experiences
Reviewers report that CEWE’s returns and refunds process is a major source of frustration, with 31 negative mentions compared to only 6 positive ones out of 48 total. The overall sentiment has remained largely negative, especially in early 2025 and mid-2026, with multiple 1-star reviews citing issues like failed refunds, poor communication, and unresponsive customer service. Despite some improvement in ratings over time, such as a 4-star review in January 2026 and a few 3-star ratings in later months, the pattern shows persistent problems. A few customers did praise the company’s willingness to issue replacements or refunds when issues were acknowledged, but these cases are outnumbered by complaints about delays, incorrect billing, and lack of accountability. The trend suggests that while CEWE occasionally handles returns well, systemic issues continue to affect customer trust.
What customers praise
Customers praise CEWE when the company successfully processes refunds or replacements, especially in cases of damaged or incorrect products. One reviewer noted that despite receiving a defective photo book, the customer service team was friendly and arranged for a free replacement within four days. Another appreciated being able to return an album with the wrong photo and get a new one made at no extra cost. These positive experiences often hinge on direct interaction with staff who are described as helpful and solution-oriented.
What customers said:
- „Even with complaints, the staff are friendly and competent“
„Even with complaints, the staff are friendly and competent“
Original„Selbst bei Reklamationen sind die Mitarbeiter freundlich und kompetent.“
- „Excellent service, had a photo placed incorrectly and after consultation, I was able to…“
„Excellent service, had a photo placed incorrectly and after consultation, I was able to return the album and order a new one with the correct photo!“
Original„Super Service, hatte falsches Foto plaziert und durfte nach Rücksprache, das Album retournieren und ein neues mit richtiger Foto bestellen!“
Common complaints
Common complaints center on failed or delayed refunds, incorrect billing, and poor communication. Several reviewers reported being charged twice or receiving incorrect invoices and unjustified payment reminders. One customer said they had to send around 20 emails and still faced no resolution. Others described being told they only qualified for a credit instead of a refund, even when the product was defective. The lack of clear processes and consistent follow-up from support teams left many feeling ignored and frustrated.
What customers said:
- „Customer support only issues refunds when you order photos purely digitally.“
„Customer support only issues refunds when you order photos purely digitally.“
Original„der Kundensupport stellt nur Rückerstattungen aus wenn man für Fotos rein digital bezieht“
- „Now I'm waiting for the response and refund.“
„Now I'm waiting for the response and refund.“
Original„jetzt warte ich auf die Antwort und das Retourgeld.“
- „Only a blank calendar without any content arrived, neither personalized photos nor the…“
„Only a blank calendar without any content arrived, neither personalized photos nor the months.“
Original„Ich habe über die Cewe-App zwei Artikel personalisert gestaltet und bestellt. Leider kam dieser Artikel nicht wie bestellt. Es kam lediglich ein Blanko-Kalender ohne Inhalt, weder personalisierte…“
How it has changed over time
The returns process has become more complicated over time, with users noting changes in the website interface and unclear return procedures. One reviewer said the return button was hard to find and the system didn’t make it clear how to replace a photo. Others reported that updates to the platform made familiar tools harder to locate, increasing confusion. These changes appear to have worsened the user experience, especially for those who previously found the process straightforward.
What customers said:
- „With each update, the work interface changes; I am looking for familiar tools somewhere..“
„With each update, the work interface changes; I am looking for familiar tools somewhere..“
Original„mit jedem update ändert die Arbeitsoberfläche, ich suche bekannte tools irgendwo..“
- „Basically fast, reliable, and uncomplicated.“
„Basically fast, reliable, and uncomplicated.“
Original„An sich schnell, zuverlässig, unkompliziert.“
Practical takeaways
For customers considering a return, it’s best to act quickly and keep detailed records of all communication. If a product is defective or incorrect, reaching out directly to customer service may lead to a faster resolution, especially if the issue is acknowledged early. However, be prepared for potential delays and inconsistent responses. Avoid relying solely on automated systems, some users found that only direct contact led to a refund. When possible, use the return window within five days, as one reviewer noted this was clearly stated and worked as promised.
What customers said:
- „I would like to return it within 5 days.“
„I would like to return it within 5 days.“
Original„Gerne innerthalb von 5 Tagen zurücksenden.“
Over time
Data as table
| Month | Avg. rating | Count |
|---|---|---|
| 2025-07 | 1.00 | 1 |
| 2025-08 | 3.50 | 2 |
| 2025-09 | 1.00 | 2 |
| 2025-10 | 1.00 | 1 |
| 2025-11 | 3.50 | 2 |
| 2025-12 | 3.00 | 4 |
| 2026-01 | 4.00 | 1 |
| 2026-02 | 1.00 | 1 |
| 2026-03 | 3.00 | 2 |
| 2026-04 | 4.00 | 1 |
| 2026-06 | 3.00 | 2 |
| 2026-07 | 3.00 | 2 |
Sentiment over time
Data as table
| Month | Positive | Neutral | Negative | Count |
|---|---|---|---|---|
| 2025-07 | 0% | 0% | 100% | 1 |
| 2025-08 | 0% | 50% | 50% | 2 |
| 2025-09 | 0% | 0% | 100% | 2 |
| 2025-10 | 0% | 0% | 100% | 1 |
| 2025-11 | 50% | 0% | 50% | 2 |
| 2025-12 | 0% | 50% | 50% | 4 |
| 2026-01 | 0% | 0% | 100% | 1 |
| 2026-02 | 0% | 0% | 100% | 1 |
| 2026-03 | 50% | 0% | 50% | 2 |
| 2026-04 | 0% | 100% | 0% | 1 |
| 2026-06 | 50% | 0% | 50% | 2 |
| 2026-07 | 50% | 0% | 50% | 2 |
Customer voices
Short excerpts - full reviews are available at the original source.
„According to Kruidvat's website, you will get your money back.“
„I returned it; it's not usable at all!!“
„It's not easy to return items; this could be made simpler.“
„Now I hope to get my money refunded 🙏“
„However, this was rejected and they said I have a credit note.“
„I would like to return it within 5 days.“
„Money spent in vain.“
„The defective one could be returned free of charge.“