Refund policy

Returns & Refunds

Online purchases

If you are a consumer, you generally have the right to withdraw from an online purchase within 14 days after receiving the goods, without giving a reason, subject to the statutory exceptions.

To exercise your right of withdrawal or request a return, please contact us at shop@mercadoamigo.de before sending the item back. We will provide the return instructions and return address.

Returned items should be sent back without undue delay and, in any event, within 14 days after you notify us of your withdrawal. You may inspect the item as you would in a shop. You may be responsible for any loss in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

Return shipping costs

Unless the item is defective, damaged, incorrect, or we have agreed otherwise, the customer bears the direct cost of returning the goods.

Exceptions

The statutory right of withdrawal may not apply to goods made to your specifications or clearly personalised, goods that can deteriorate or expire rapidly, sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed, and other items excluded by applicable law. Date-specific workshops, events or leisure services may also be excluded where the law provides.

Damaged, defective or incorrect items

Please contact us as soon as possible at shop@mercadoamigo.de with your order number and photos where appropriate. Statutory warranty rights remain unaffected.

Refunds

Once a valid withdrawal or return has been processed, refunds are made to the original payment method. For a statutory withdrawal, we reimburse the payments received from you, including the standard outbound delivery cost where required by law. We may withhold reimbursement until we have received the goods back or you provide evidence that you have sent them back, whichever occurs first.

In-store purchases

Purchases made in our physical store are not subject to the statutory 14-day distance-selling withdrawal right. Any voluntary in-store return or exchange policy offered by Mercado Amigo is separate from your statutory rights relating to defective goods.