Return Policy
The following page summarises the return policy of Mercteil.com. It is divided in B2C EU, B2C Rest of World and B2B customers sections.
B2C Returns and Refunds
Return policy for private customers.
Contractual Agreement
In B2C transactions, the terms and conditions are largely governed by consumer protection laws. These laws ensure that consumers are provided with clear and accurate information about their rights to returns and refunds. There is a general distinguishing between the rights for customers within the European Union (EU) and Rest of World.
Right of Withdrawal (European Union, EU)
Consumers within the EU often have the right to withdraw from a contract within a specified period (14 days) without providing a reason. This "cooling-off" period allows consumers to return the goods and receive a refund.
Shipping Costs of the Return
Consumers/buyers bear the cost of returning the goods.
Return Process
Customer sends back the products in its originally received condition. Upon receiving returned goods in the warehouse, businesses are generally required to provide a refund within a specific timeframe (usually within 14 days) from receiving the return.
Exceptions
Certain goods, such as personalized or custom-made items are excluded from the right of withdrawal unless they are clearly defective.
Right of Withdrawal (non-EU, Rest of world)
Consumers from all other countries outside of the EU can request to withdraw from a contract within a specified period (usually 14 days) providing a reason. The decision to accept the withdrawal will be made by the business. Special use products or products that were specifically ordered on request for the customer are excluded from the right of withdrawal.
Shipping Costs of the Return
Consumers/buyers bear the cost of returning the goods. The goods must be declared as a return for the customs indicating the same details as those that were used during the order process.
Return Process
Customer has to contact the customer support and clarify the reason for the return of goods. When the return gets accepted the customer sends back the products in its originally received condition. Upon receiving returned goods in our warehouse, mercteil.com generally provides a refund within a specific timeframe (up to 28 days) from receiving the return.
Exceptions
Certain goods, such as personalized, custom-made items, special use products or products that were specifically ordered on customer's request are excluded from the right of withdrawal unless they are clearly defective.
B2B Returns and Refunds
B2B transactions differ from B2C transactions in terms of consumer protection regulations. B2B transactions are typically subject to the terms negotiated between the parties.
Contractual Agreements
B2B transactions are guided by the terms of the contract. Return policies, conditions, and procedures should be explicitly outlined in the contract.
Right to Return
Unlike B2C transactions, B2B transactions do not have an automatic right to return unless specified in the contract.
Customized Terms
Businesses have the flexibility to establish their own terms and conditions for returns, including restocking fees and return shipping costs.
Defective Goods
Buyers might have the right to return goods if they are delivered in a clearly defective or non-conforming state, as stipulated in the contract.
Timeframes and Dispute Resolution
Return timelines, as well as procedures for resolving disputes, are negotiated and agreed upon during the contract negotiations.