If you are a consumer, you generally have the right to withdraw from an eligible distance contract within 14 days without giving a reason.
For contracts concerning the delivery of goods, the withdrawal period generally begins when you, or a third party designated by you who is not the carrier, receives the goods.
For an order containing several goods delivered separately, the statutory rules determine when the withdrawal period begins.
To exercise your right of withdrawal, you must inform the relevant contractual seller of your decision to withdraw from the contract by means of a clear statement.
Where MacoopA MarketPlace provides a withdrawal or returns function, you may use the available process to submit your request and enable us to coordinate it with the respective vendor.
You may also use the statutory Model Withdrawal Form (Muster-Widerrufsformular) provided on MacoopA MarketPlace, although use of the form is not mandatory.
It is sufficient to send your withdrawal declaration before the withdrawal period expires.
The statutory right of withdrawal does not apply to every product.
Under German law, exceptions may apply in particular to:
Fresh and rapidly perishable products
Goods that can deteriorate quickly or whose expiry date would quickly be exceeded may be excluded. This can affect certain fresh foods and other perishable products.
Certain sealed hygiene or health-protection products
Goods that are not suitable for return for reasons of health protection or hygiene may be excluded once their seal has been removed, where the statutory requirements are met.
Other legally excluded products
Additional statutory exceptions may apply depending on the nature of a particular product or transaction.
Dry, packaged and non-perishable food products are therefore not automatically excluded merely because they are food. Whether the statutory right of withdrawal applies depends on the characteristics of the individual product and the applicable law.
Chilled or frozen status alone does not automatically determine whether the statutory right of withdrawal exists.
However, where such goods are rapidly perishable or otherwise fall within a statutory exception, the right of withdrawal may be excluded.
For food-safety reasons, chilled and frozen products that have left the required temperature-controlled environment may also not be suitable for physical return.
This does not affect your statutory rights if the goods were defective, damaged, thawed, incorrectly delivered or otherwise not in conformity when you received them.
Where you validly withdraw from a contract, the seller will reimburse payments received from you in accordance with the applicable statutory requirements.
Where required by law, this includes the cost of the least expensive standard delivery method offered for the relevant purchase.
Additional delivery costs resulting from your choice of a more expensive delivery method do not have to be reimbursed to the extent permitted by law.
Reimbursement will generally be made using the same payment method used for the original transaction unless expressly agreed otherwise.
The seller may, where legally permitted, withhold reimbursement until the goods have been returned or until you provide evidence that the goods have been sent back.
Where the goods are suitable and legally required to be returned, they must be returned within the applicable statutory period after you communicate your withdrawal.
Return instructions will be provided for the relevant order.
Because MacoopA MarketPlace is a multi-vendor marketplace, please do not automatically send products to MacoopA eG. The correct return address may be that of the respective vendor or designated fulfilment location.
The statutory right of withdrawal should not be confused with your rights when something is wrong with a product.
If a product is damaged, defective, spoiled, thawed, missing, incorrectly delivered or otherwise not in conformity, you may have statutory rights regardless of whether the 14-day withdrawal period applies.
Please use the Returns & Refunds process for these cases.
Products available through MacoopA MarketPlace may be sold by independent vendors.
Unless MacoopA eG is expressly identified as the seller, the purchase contract is generally between you and the respective vendor. The withdrawal declaration therefore concerns the relevant purchase contract with that seller.
MacoopA MarketPlace may provide the technical process and customer support necessary to submit and coordinate withdrawal requests.
For order cancellations, withdrawals and returns, please use the customer support or return options provided through MacoopA MarketPlace.
MacoopA eG
Heidtorstr. 35
31547 Rehburg-Loccum
Germany
Customer support: cancellation@macoopa.market
For data protection matters only: privacy@macoopa.market
Your statutory consumer rights remain unaffected.
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