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31 day right of return

Consumers have a right of withdrawal in accordance with the following provisions, whereby a consumer is any natural person who concludes a legal transaction for purposes that cannot be predominantly attributed to either their commercial or independent professional activity:

A. Cancellation policy

Right of withdrawal

You have the right to cancel this contract within fourteen days without giving any reasons.

The cancellation period is fourteen days from the day on which you or a third party named by you who is not the carrier took possession of the last goods.

In order to exercise your right of withdrawal, you must contact us (Merpus c/o Bettste, Monschauer Str. 12, 40549 Düsseldorf, Germany, Tel.:+49(0)211 83830147, Email: by means of a clear declaration (e.g. a letter sent by post or email) of your decision to withdraw from this contract. You can use the attached sample cancellation form, although this is not mandatory.

In order to meet the cancellation period, it is sufficient that you send the notification of your exercise of the right of cancellation before the cancellation period expires.

Consequences of revocation

If you cancel this contract, we will refund to you all payments received from you, including delivery costs (except for additional costs resulting from you choosing a method of delivery other than the cheapest standard delivery offered by us have) to be repaid immediately and at the latest within fourteen days from the day on which we received notification of your cancellation of this contract. For this repayment we use the same payment method that you used for the original transaction, unless something different was expressly agreed with you; under no circumstances will you be charged any fees as a result of this repayment. We may refuse repayment until we have received the goods back or until you have provided evidence that you have sent the goods back, whichever is the earlier.

You must return or hand over the goods to us immediately and in any case no later than fourteen days from the day on which you notify us of your cancellation of this contract. The deadline is met if you send the goods before the fourteen day period has expired.

You bear the direct costs of returning the goods.

You are only liable for any loss in value of the goods if this loss in value is due to the handling other than what is necessary to establish the nature, characteristics and functionality of the goods.

How do I register my return online?

You can do this quickly and easily using the online returns form.

What happens if part of my order is missing?

Complete the online returns form within 14 days and clearly state which part is missing. Don’t forget to add the serial number when registering. Also indicate which of these 2 solutions you want:

Deliver the missing part
In most cases you will have the missing part at home within 2 weeks. If we cannot deliver the part, we will contact you and exchange the product for you.
A new product
You will then have the new product at your home one day after we receive the return.

What happens if my product is delivered damaged?

Of course we will clarify this for you. Complete the online returns form within 14 days. You can indicate here that you would like a replacement product. Clearly state that your product was delivered damaged and what your desired solution is. We will then come to collect your product from you or exchange it for a new product.

Can I return a Second Chance product?

Yes, the same return policy applies to Second Chance products as to new products. You can simply register your return using the online returns form.

Will you repair my product or will I receive a new one?

If your product breaks within 14 days of purchase, you will usually receive a new product. Will your product break afterwards? Then we will repair your product.

You can easily register your return using the online returns form.

Why do I get less money back for my returned product?

Then the product was probably not returned in its original condition. In this case, we determine how high the impairment is based on the condition. The maximum depreciation is 45%.

The final amount you receive is determined by two things:

The reduction in value of the product. This is based on three factors:
damage to the product,
damage to the packaging,
Completeness of the product.
The costs we incur from reselling the product. Remember to take clear photos and a good description. These costs amount to €7.00 and will be retained together with the reduction in value.

How can I change or cancel my return?

You do not have to cancel your return. Your return will automatically expire if you do not return your product within 14 days of registration. Would you like to change something after your return? Then contact our customer service.

Will I be refunded the full purchase amount after I return it?

Almost always. But it obviously depends on the condition of the product. In order to receive a full refund, it is important to return your product in its original condition and undamaged. This way we can delight someone else with a new product.

Otherwise, we will determine how high the reduction in value is based on the condition of your product.

So feel free to look at the product as you would in the store. Example: take a pot out of the box and look at it from all sides, but do not use it for cooking.

Can I return any of the products in my order?

Yes, of couse. You can return all products in your order separately. In the online returns form you can specify which product you would like to return.

What are the return conditions?

You can register your return within 14 days of receiving your product. You will then be given another 14 days to return your product free of charge. You have 2 options:

exchange your product for another product free of charge.
Return your product for free and get your money refunded.

In order to receive a full refund, it is important to return your product in its original condition and undamaged. So just look at the product as you would in the store.

You can indicate your choice in the online returns form. After 14 days we will repair your product and the above options no longer apply.

What is excluded from returns?

You will understand that the following items cannot be returned:

Software that has been unsealed. So you can’t return the latest FIFA game after playing it.
Vouchers, gift vouchers and vouchers. Even if they haven’t been used yet.
Cartridges and toners that have had their seals and foil removed.

We do not refund money for correctly provided services by postmen and technicians. This includes:

installation and installation costs;
redeemed vouchers for fitting and/or installation;

Can I return or cancel a product paid for with a gift voucher?

Yes. We will then not pay the money back to the gift voucher, but will instead add it to your account as shop credit.

You can easily register your return using the online returns form.

What return options do I have?

Within 14 days of receiving your product you have 2 options:

exchange your product for another product free of charge,
send your product back free of charge and have your money transferred back to you.

You can indicate your choice in the online returns form.

What happens if I received an incorrect product?

Wow, that wasn’t intentional. Report this to our customer service. We are available for you 5 days a week and ensure that you have the right order at home as quickly as possible.

How quickly will my money be refunded after the return?

Once we have processed your return, we will refund your money within 5 business days. How quickly you have the money in your account depends on your payment method.

You may receive your money back in several parts. This could be due to two things:

You paid the amount or part of it with a gift voucher or a voucher. You will then receive the amount back in the form of shop credit.
You exchanged one product for another. In this case, we will refund the purchase value of the first product to the payment method you first used to pay. Did you pay extra for the replacement product? The remaining amount will then be paid back to you separately.

How long does it take until I receive my new product?

Once we receive your returned product, we will ship your new product. You will receive it the next day. Is your new product out of stock? Then we will of course inform you about it and you will get your money back.

How quickly will my money be refunded after the return?

Cheaper product We will refund you the difference within 5 business days via the payment method you used to order. Was Klarna invoice the payment method for your order? You will then receive a changed invoice or a refund from Klarna within 5 days.

More expensive product You will receive a payment request from us for the difference. As soon as we have received your payment, the product will be shipped.

What do I have to do to return my product?

Register your return using the online returns form.
Prepare your product for the return journey:
Pack it up nice and tight. Preferably use the original packaging. This way the chance of harm is as low as possible and we can potentially make someone else happy. Don’t you have the original packaging on hand? No problem, we will check the condition of your returned product and determine the reduction in value.
Send the packaging in a cardboard box or other sturdy box that you close carefully.
If necessary, delete your data and account.
Print out your shipping label and stick it on the outer box. You will find this in the email you received from us.
Send the package free of charge to a DHL Service Point near you.

Will you pick up my product at home or do I have to return it myself?

This depends on the specific product. We offer a different solution for small products than for large products.

For most products, we ask you to return the product to us yourself. Pack up the product and ship it to a DHL service point near you.

How do I factory reset my phone?

You can read this on our information page.

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