Refund policy

Withdrawal, Return and Refund Policy (B2C & B2B)

Scope of Application

This policy applies to all orders placed through our online store.

For consumers (Section 13 of the German Civil Code – BGB), the statutory right of withdrawal applies in accordance with this notice.

For entrepreneurs/business customers (Section 14 BGB), only the special provisions set out below shall apply (see Section 9).

Right of Withdrawal for Consumers

Consumers have the right to withdraw from the contract within fourteen (14) days without giving any reason.

The withdrawal period begins on the day on which the consumer, or a third party designated by the consumer who is not the carrier, takes possession of the goods.

To exercise the right of withdrawal, an unambiguous declaration by e-mail is required.

Exclusion or Early Expiry of the Right of Withdrawal

The right of withdrawal does not apply or expires prematurely for the following goods:

3.1 Food Products (in particular all types of coffee)

  • Coffee beans;

  • Ground coffee;

  • Coffee capsules (e.g. compatible with Nespresso, Dolce Gusto, etc.);

  • E.S.E. pods / single-dose coffee pods;

provided that the seal has been removed or damaged after delivery.

3.2 Hygiene-Sensitive Products

The right of withdrawal does not apply if the seal has been removed or damaged after delivery.

3.3 Custom-Made or Personalized Goods

There is no right of withdrawal for goods manufactured according to the customer's specifications or clearly tailored to the customer's personal needs.

Condition of Returned Goods

Returns will only be accepted if:

  • the goods are unopened, unused, and in their original sealed packaging;

  • the goods are in perfect condition and suitable for resale;

  • the original packaging is complete and undamaged.

Opened food products are generally excluded from return and refund.

We reserve the right to refuse returns or claim compensation for any loss in value if these requirements are not met.

Return Shipping Costs

The direct costs of returning the goods shall be borne by the buyer.

Returns sent carriage forward (unpaid shipments) will not be accepted.

Refunds

Refunds will only be made after:

  • receipt and inspection of the returned goods;

  • confirmation that the goods are suitable for resale.

We reserve the right to:

  • refuse refunds in whole or in part, insofar as this is permitted by law;

  • claim reasonable compensation for any loss in value in accordance with Section 357a of the German Civil Code (BGB).

Refunds will be issued using the same payment method originally used for the purchase.

Transport Damage and Defects (Complaints)

Obvious transport damage must be reported immediately, preferably within 48 hours after delivery.

In the event of justified complaints, we will, at our discretion, provide either:

  • a replacement delivery; or

  • a refund.

The statutory warranty rights remain unaffected.

Returns of Machines and Equipment (Coffee Machines, Grinders, etc.)

The following provisions apply to machines and equipment:

  • returns are only possible within the framework of the statutory right of withdrawal;

  • the device may only have been inspected to the extent necessary to establish its nature, characteristics, and functioning;

  • any use beyond what is legally permitted for inspection purposes is not allowed.

If the device has been used beyond the legally permitted inspection, we reserve the right to claim reasonable compensation for any loss in value in accordance with Section 357a BGB.

Opened or used devices may be excluded from return if they can no longer be sold as "new."

B2B – Exclusion of the Right of Withdrawal

For entrepreneurs/business customers (Section 14 BGB), the following applies:

  • no right of withdrawal;

  • returns are only accepted with our prior written consent.

Food products (in particular coffee) are generally excluded from return for B2B customers.

Delivered goods shall be deemed accepted unless written notice of defects is submitted within:

  • 48 hours in the case of obvious defects;

  • 5 business days in the case of hidden defects.

Rejection of Returns

We expressly reserve the right to refuse returns in the following cases:

  • opened food packaging;

  • damaged or missing original packaging;

  • signs of use exceeding what is necessary to inspect the goods;

  • late return shipments.

Contact

Any withdrawal notice, complaint, or inquiry should be addressed to:

Mamas Süßigkeiten | Anton Pyneshchenko

Georg-Schumann-Straße 100
04155 Leipzig
Deutschland

E-Mail: info@mamaskaffee.com

Umsatzsteuer-Identifikationsnummer gemäß §27a UStG:
DE368942757

EORI-Nummer: DE540411976881648

LUCID number: DE1774489847361