Refund policy
1. Statutory Right of Withdrawal
Consumers are entitled to a statutory right of withdrawal in accordance with Sections 312g and 355 of the German Civil Code (BGB).
The statutory withdrawal period is 14 days from the day on which the consumer or a third party designated by the consumer takes possession of the goods.
To exercise the right of withdrawal, the customer must inform us of their decision by means of a clear statement, for example by email.
In addition to the statutory right of withdrawal, we may offer a voluntary return period of 7 days under the conditions set out in this policy. This voluntary return period does not limit or replace any statutory consumer rights.
2. Refund Processing
If the customer exercises their statutory right of withdrawal, we will process the refund within 3 days of receiving the returned goods, provided that the returned goods have been received and the requirements of this policy have been met.
The refund will be made using the same payment method that was used for the original transaction, unless expressly agreed otherwise.
The statutory rights of consumers remain unaffected. In accordance with Section 357 (4) BGB, we may withhold reimbursement until we have received the returned goods or until the customer has provided proof that the goods have been returned, whichever occurs first.
Where applicable, the refund includes the standard delivery costs paid for the original shipment, in accordance with the statutory requirements. Additional costs resulting from the customer's choice of a more expensive delivery method are excluded.
3. Return of Goods
Customers exercising their statutory right of withdrawal must return the goods without undue delay and no later than 14 days from the day on which the withdrawal was declared.
For our voluntary 7-day return option, the goods must be returned within 7 days of receipt, subject to the conditions of this policy.
Free Return Label
We provide customers with a free return shipping label.
The customer is responsible for downloading and printing the return label. No fee will be charged for the return label or for the return shipment when our designated return label is used.
Customers should contact us before returning the goods in order to receive the applicable return instructions and return label.
Returns sent using a different shipping method without prior authorization may not be reimbursed for shipping costs.
4. Condition of Returned Goods / Compensation for Loss of Value
In accordance with Section 357 (7) BGB, the customer may be liable for any loss in value of the goods resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.
Customers are therefore requested to return goods:
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unused where possible;
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unwashed;
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undamaged;
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complete; and
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with original tags attached where applicable.
Customers may inspect goods to the extent reasonably necessary to determine their nature, characteristics, and functioning.
If the goods show signs of use, odors, stains, damage, or other deterioration beyond what is legally permissible, we reserve the right to claim reasonable compensation for the resulting loss in value, to the extent permitted by law.
Statutory consumer rights remain unaffected.
5. No Restocking Fee
No restocking, handling, processing, or return fee will be charged.
Customers will not be charged any restocking fee for returned goods.
6. Exclusion of the Right of Withdrawal
The statutory right of withdrawal does not apply in cases where an exclusion is legally permitted, including:
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goods that are not suitable for return for reasons of health protection or hygiene and whose seal was removed after delivery, in accordance with Section 312g (2) No. 3 BGB;
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goods that are clearly identified before the conclusion of the contract as non-returnable where a statutory exclusion applies; and
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other goods or contracts for which the statutory right of withdrawal is legally excluded.
Items such as underwear, swimwear without a hygiene seal, and comparable hygiene-related goods may be excluded from the statutory right of withdrawal where the legal requirements for such an exclusion are met.
A product being marked “Final Sale” or “non-returnable” does not, by itself, eliminate statutory consumer rights where those rights are legally applicable.
7. Damaged or Incorrect Items
Customers are encouraged to report damaged, defective, or incorrectly delivered goods as soon as possible after receipt and, where possible, to provide appropriate photographic evidence.
A request to report such issues within 48 hours is intended to facilitate the processing of the claim and does not limit any statutory warranty, guarantee, or consumer rights.
Any statutory rights relating to defects and incorrect deliveries remain unaffected.
8. Return Shipment
When the customer uses the return label provided by us, the return shipment is covered by us and the customer will not be charged for the return shipping.
Customers should retain the shipping receipt or tracking information until the return has been received and processed.
We are not responsible for delays caused by shipping service providers after the goods have been handed over for return, subject to applicable statutory law.
9. Return Procedure
Returns should be initiated by contacting us before shipment so that we can provide the appropriate return instructions and, where applicable, the free return shipping label.
Email: support@marlano.de
The customer must download and print the provided return label and attach it securely to the return package.
There is no charge for obtaining or using our designated return label.
10. Final Provisions
This Refund and Return Policy applies to consumers residing in Germany.
Nothing in this policy is intended to restrict or exclude any mandatory statutory consumer rights.
The law of the Federal Republic of Germany shall apply, subject to mandatory consumer protection provisions. The United Nations Convention on Contracts for the International Sale of Goods (CISG) shall not apply.
