Return policy

If you are not completely satisfied with your products you can return them to us. 

macodirect.de complies with the European Union E-commerce Directive. This means that you have the possibility to cancel your contract within 14 days, without providing us with a reason.
The cancellation period will expire after 14 days from the day on which you or a third party, other than the carrier, has acquired physical possession of the last good.
To exercise the right to cancel, you must inform us (Hans O. Mahn GmbH & Co. KG | Brookstieg 4 | 22145 Stapelfeld | Germany |service@macodirect.de | Tel: +49 40 23700899 of your decision to cancel this contract by sending us a clear statement. This can be done by post or E-mail.

You can use our model cancellation form, which can be found here: Cancellation form, but this is not obligatory. In order to meet the 14 day cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

Complaints

Please contact our customer service at service@macodirect.de if any problems have occurred with your order or shipment. This includes problems such as transportation damage, defective products, or in any other way incorrect orders. If the parcel arrives in bad condition and the products inside are missing or damaged, you will also need to make a complaint to the delivering company, e.g. DHL, UPS or the applicable local delivery service, directly after discovering the problem.

Please note that we always need photographic evidence of the parcel and the damaged items sent to us by E-mail in order to handle your complaint.

If you are returning any product, after agreed with our Customer Service representative, use the original package, include a description of the damage, mark the package ”RETURN” and return it to our adress (see below).

macodirect’s suppliers offer guarantee or warranty on some products. Contact customer service for more information about a guarantee/warranty on a specific product.

Returning a product

If you use your right to return a product, the direct cost of returning the goods will be paid by you. Please make sure to pack the returned goods well, in order to avoid transportation damage.

You need to send back the goods without delay and in any event no later than 14 days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.

The right to cancel does not apply to the following kind of contract:

Contracts for the supply of goods that are made to the consumer’s specifications or are clearly personalized.

When returning a product, we strongly recommend that you use a trackable shipping service when returning a product. To avoid unnecessary costs, always mark the package with the word ”RETURN” and your original tracking number and return to:

Hans O. Mahn GmbH & Co. KG
Return management
Brookstieg 4
22145 Stapelfeld
Germany

If you cancel this contract before the order has been shipped, we will reimburse to you all payments received from you, including the costs of delivery. If you cancel this contract after the order has been dispatched, we reserve the right to reimburse to you all payments beside shipping costs.

We will use the same means of payment as you have used in the ordering process to issue your refund, unless you have expressly agreed otherwise with our customer service (service@macodirect.de). There are no additional fees as a result of this refund. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods. We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you, other than what is necessary to establish the nature, characteristics and functioning of the goods.

You can always cancel your order before the shipment has been dispatched from our warehouse. Your cancellation must be written in form of an E-mail covering all order details. Some restrictions may apply, see below. If your order is already dispatched from our warehouse, you have the right to send it back according to our return policy.

If you have any questions regarding returns, please contact service@macodirect.de

Transport liability

Hans O. Mahn GmbH & Co. KG is responsible if the shipment is damaged or lost during transportation to the customer. If the shipment is damaged or lost when returning it on your initiative, you are responsible for loss or damage.

We strongly recommend using a trackable and insured shipping service if a product is returned. It is not obligatory, but we recommend using the original packaging or similar to avoid damage when returning a product to us.

If shipments with obvious damages are delivered, you are obliged to make a complaint to the transportation company immediately and to refuse the acceptance of the shipment. Please also contact our customer service (service@macodirect.de), so that Hans O. Mahn GmbH & Co. KG is able to protect its right to satisfy claims against the transportation company.

Hidden damages are to be reported to Hans O. Mahn GmbH & Co. KG (service@macodirect.de) immediately after your notice, though no later than five days after receiving the shipment. Our customer service representative will then inform you of how to proceed with the complaint.