1. Overview
This policy explains the general return, cancellation, and refund process for eligible purchases made through Markt Welt. Seller-specific terms and mandatory consumer rights may also apply.
2. Return eligibility
An item may be eligible where it is returned within the period shown for the order, is unused except for reasonable inspection, includes original components and packaging where practical, and is not excluded for hygiene, safety, perishability, personalisation, regulation, or other lawful reasons.
Eligibility is assessed using the product type, condition, seller terms, delivery date, reason for return, and applicable law.
3. Items that may not be returnable
- Perishable food or restaurant orders after preparation or delivery, except where defective, unsafe, incorrect, or otherwise protected by law.
- Medicines, pharmacy products, or health-related items where return is restricted for safety, integrity, temperature-control, or legal reasons.
- Sealed hygiene products after the seal is broken.
- Personalised, made-to-order, or clearly used goods unless faulty or legally returnable.
- Digital or immediately consumed services after performance begins where lawful consent or acknowledgement applies.
4. Damaged, defective, unsafe, or incorrect orders
Report the issue promptly through the order or support channel. Keep the item, packaging, labels, and relevant photographs until instructions are provided. Do not use a product that appears unsafe.
5. Starting a return
- Open the relevant order in your account or contact support.
- Select the affected item and provide the reason and requested evidence.
- Wait for approval and return instructions before sending the item.
- Use the approved return method and tracking where provided.
Unauthorised or incorrectly addressed returns may be delayed or rejected where permitted by law.
6. Inspection and refunds
Returned items may be inspected to confirm identity, condition, completeness, and eligibility. Approved refunds are normally sent to the original payment method or another lawful method shown during resolution. Bank, card, wallet, or provider processing times are outside MarktWelt's direct control.
Original delivery charges and return shipping costs are handled according to the reason for return, seller terms, and mandatory law.
7. Cancellations
Orders may be cancelled before acceptance, preparation, dispatch, or another point shown in the order flow. Restaurant, pharmacy, personalised, and rapidly fulfilled orders can become non-cancellable sooner because work or regulated handling has already begun.
Contact
For help with an order, use the order support tools or the Contact Us page.