Last updated: September 2026
At MacoopA MarketPlace, we want every customer to receive the correct products, in the expected condition and according to the information provided when ordering.
MacoopA MarketPlace is a multi-vendor marketplace offering a wide variety of products. These may include dry and packaged foods, fresh and perishable products, chilled and frozen foods, beverages, household products, personal care products and other non-food goods.
Because different types of products require different handling, storage and return conditions, the applicable return or refund process may depend on the product concerned.
This policy does not limit your statutory consumer rights under German or European law.
You may contact us if a product:
Depending on the circumstances and applicable law, the solution may include a replacement, partial refund, full refund or another appropriate remedy.
Dry foods and packaged products include items such as rice, flour, grains, cereals, pasta, canned products, spices, sauces and other shelf-stable goods.
If such a product arrives damaged, opened, incorrectly delivered or otherwise defective, please contact us promptly.
Where an unopened non-perishable product qualifies for a statutory withdrawal or return, the applicable consumer protection rules will apply.
Fresh and perishable goods require special handling because their quality can deteriorate quickly.
This may include fresh fruit and vegetables, fresh meat, fish, bakery products and other products with a limited shelf life.
Products that deteriorate rapidly or have a short expiry period may be excluded by law from the statutory right of withdrawal.
This does not affect your rights if a product was already defective, damaged, spoiled, incorrectly supplied or otherwise non-conforming when delivered.
Chilled and frozen products require appropriate temperature-controlled handling.
Customers should place chilled and frozen products into appropriate refrigeration or freezer storage as soon as possible after receiving the delivery.
If a frozen product arrives thawed, substantially defrosted, damaged or in a condition suggesting that the required cold chain may have been compromised, please contact us promptly and avoid consuming the product where its safety is uncertain.
We may request photographs or other reasonable information to assess the condition of the product and determine the appropriate remedy.
Returns of chilled or frozen products may not always be possible because of food-safety and temperature-control requirements. Where a return is inappropriate, a legitimate complaint may instead be resolved through replacement or refund.
MacoopA MarketPlace also offers products outside the food category.
Depending on the product, customers may have a statutory right of withdrawal and other rights concerning defective or non-conforming goods.
Some products may be subject to specific legal exceptions, particularly sealed goods that are unsuitable for return for reasons of health protection or hygiene once the seal has been removed.
Product-specific information will apply where necessary.
If something is wrong with your delivery, please contact MacoopA MarketPlace as soon as reasonably possible.
To help us investigate the issue, we may ask for your order number, the name of the affected product, a description of the problem and photographs where appropriate.
For missing items, we may check the order with the relevant vendor, warehouse, fulfilment team or delivery partner.
Please do not dispose of a damaged or defective product before the complaint has been reviewed unless keeping it would be unsafe or unreasonable.
Where a product is eligible for return, you will receive instructions explaining how and where the product should be returned.
Please do not return products directly to MacoopA eG, a warehouse or an individual vendor without following the return instructions provided for your order.
Because MacoopA MarketPlace works with multiple vendors and different fulfilment arrangements, return destinations may vary.
Consumers generally have a statutory 14-day right of withdrawal (Widerrufsrecht) for eligible distance purchases.
However, German law provides exceptions for certain types of products. These can include rapidly perishable goods and, under certain circumstances, sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed.
The right of withdrawal should therefore not be confused with your rights concerning a product that is defective, damaged, incorrectly delivered or otherwise non-conforming.
Full information is provided separately in our Right of Withdrawal / Widerrufsbelehrung.
Once a refund has been approved, it will generally be made through the payment method used for the original transaction, unless another method has been agreed or is technically necessary.
Depending on your bank or payment provider, it may take additional time before the refunded amount appears in your account.
Where only part of an order is affected, a partial refund may be issued.
Where appropriate, a replacement may be offered instead of a refund.
Whether delivery charges are refundable depends on the reason for the refund and the applicable statutory requirements.
Where an entire eligible order is withdrawn under the statutory right of withdrawal, the applicable legal provisions concerning standard delivery costs will apply.
Additional costs resulting from a delivery method specifically selected by the customer beyond the standard delivery option may not be refundable where permitted by law.
A single MacoopA MarketPlace order may contain products supplied by different vendors.
This means that different products within one order may be subject to different return arrangements and may need to be handled separately.
Where an independent vendor is the contractual seller, that vendor remains responsible for its statutory obligations toward the customer. MacoopA MarketPlace may coordinate and facilitate the complaint, return, replacement or refund process.
We may review refund or replacement requests where there are reasonable indications of fraud, manipulation or repeated misuse of the refund process.
This does not restrict legitimate complaints, warranty rights or other statutory consumer rights.
If a product is missing, damaged, defective, incorrectly delivered or otherwise not as expected, please contact MacoopA MarketPlace Customer Support and provide your order number.
MacoopA eG
Heidtorstr. 35
31547 Rehburg-Loccum
Germany
Customer support: support@macoopa.market
For data protection matters only: privacy@macoopa.market
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