You can see the return conditions for each item on the product detail page by clicking on ‘select conditions yourself’. The respective return conditions can also be seen when completing the return & complaint form.
Step 1 – In your order confirmation email you will find a link to the return & complaint form. Click on the link. This link is uniquely per order!
If you cannot find you order confirmation email, please send an email to firstname.lastname@example.org. Use the subject ‘Return Request’ + the order number. Include in your email the name of your company and the order number.
Step 2 – Select the reason for your return & complaint request for this item, and click “Continue”. You will see immediately the respective return conditions for this item. Fill in all required fields regarding state of the product and its packaging, and then click “Send.” For a defective item, please add at least three photos showing the defect.
Step 3 – Mercateo will send you an email with a summary of your request. Within five working days, you will be informed about the status. If your request has been accepted, you will receive more information including the correct return address, packaging, shipping costs, additional fees (if applicable) and a return shipping label.
Note – In case of a return request for multiple items, we would like to ask you to send them in separate packages as you have received them. Please make sure that you are using the correct return address and keep the shipping confirmation.
|Payment method||Credit method||Duration*|
|Invoice||Bank transfer||5 working days|
|Credit card||Credit card||5 working days|
|Advance Payment||Bank transfer||5 working days|
|Payment with vouchers||Bank transfer||5 working days|
* This is the normal processing time from the time we have received your cancellation or return request, exceptions reserved.
Note – You cannot return all items. Please check the return policy for each item. For more information, see “Return an order”.
If you place a new order to replace your wrong item(s), please keep in mind that you must pay the new order in advance or possibly even receive a second bill. Orders cannot be offset against each other. For more information, see “Repayment”.