Returns & Refund Policy

1. Right of Withdrawal (Consumers Only)

If you are purchasing as a private consumer (B2C), you have the right to withdraw from your order within 14 days after receiving the goods, without giving any reason.

To exercise your right of withdrawal, it is sufficient to send us a clear statement (e.g. via email).

After withdrawal, you have an additional 14 days to return the goods.

• This right applies only to consumers (B2C), not to business customers (B2B)
• The right of withdrawal does not apply to:
  • custom-made products
  • items specially ordered for you (non-stock items)

2. Return Conditions

To be eligible for a return, the following conditions must be met:

• The item must be unused and not installed
• The item must be in its original condition
• The item must be returned in its original packaging including all accessories and documentation
• The item must not show signs of use beyond normal inspection

3. Return Shipping Costs

• The customer is responsible for return shipping costs
• We recommend using a tracked and insured shipping method
• We are not liable for lost or damaged return shipments

4. Refunds

Once we receive and inspect the returned goods, the refund will be processed:

• within 14 days after receiving the returned goods or
• after receiving proof of shipment

The refund will be issued using the same payment method used for the original transaction.

We will refund:

• the full product price
• as well as the standard delivery cost (if applicable)

Please note:
Additional costs such as express shipping are non-refundable.

5. Order Cancellation

• Orders can be cancelled free of charge before dispatch

If the order has already been shipped:

• the cancellation will be treated as a return
• the customer is responsible for return shipping costs

6. Incorrect or Damaged Items

• Please contact us as soon as possible (ideally within 4 days after delivery)
• We will arrange a replacement or refund
• In such cases, we will cover the return shipping costs

7. Warranty

All products are covered by a manufacturer’s warranty, where applicable.

If a defect occurs within the warranty period, we will assist with:

• repair
• replacement
• further processing

8. Core Return (Deposit System)

• The old part must be returned within 14 days
• The part must be complete and rebuildable
• After inspection, the deposit will be refunded

9. Business Customers (B2B)

Business customers do not have a statutory right of withdrawal.

Returns or cancellations are only accepted:

• by prior agreement
• or in case of defective or incorrect goods

10. Contact

info @ merchantex.de
 +90 531 300 99 02