Cancellation policy
Cancellation terms for purchase options
Some products in our shop may be offered as a subscription, pre-order, reservation or special purchase option. These cancellation terms explain how such orders can be changed, cancelled, terminated or processed.
These terms apply in addition to our terms and conditions, our withdrawal policy, our shipping terms and our returns and complaints terms.
Further information can be found here:
1. Subscriptions
When you take out a subscription, you receive recurring deliveries according to the term, frequency and product option you selected.
Your payment details are processed securely by the relevant payment service provider. Each recurring delivery is charged in accordance with the subscription terms selected, unless prepayment has been agreed.
Depending on the option selected, subscriptions may renew automatically unless cancelled in good time.
You can manage, change or cancel your subscription using the link provided in the order confirmation or in your customer account.
Alternatively you can contact us to cancel or change your subscription at:
Email: returns@magicmilk.de
Please state your order number, your full name and the email address you used to order.
Deliveries that have already been dispatched or already prepared for dispatch may no longer be stoppable. In that case our withdrawal, returns and complaints terms apply.
2. Pre-orders / reservations
When you place a pre-order or reservation, you are buying a product that is not yet regularly ready for dispatch at the time of ordering or that only becomes available at a later date.
A pre-order or reservation may be offered in particular where products are not currently in stock for immediate dispatch and have to be imported, produced, checked, released or prepared for later shipping.
Pre-orders may require additional processing time. Information about expected availability, processing, reservation or delivery is communicated where possible before purchase, on the product page, at checkout, in the terms and conditions or in our other legal notices.
All pre-orders are generally processed in the order in which they were received.
By completing a pre-order you confirm that you have understood that this is not a regular immediate dispatch but a binding order with later processing and delivery.
3. Payment for pre-orders
Depending on the payment method, payment for a pre-order may be taken immediately, in part or at a later date.
Where payment is collected at the time of purchase, this serves to reserve the goods bindingly and to process your order further.
Where only a partial payment or an authorisation is made, the remaining amount may be collected at a later date in accordance with the payment method selected.
The exact payment handling depends on the payment method you selected and the terms of the relevant payment service provider.
4. Cancelling pre-orders
As long as a pre-order has not yet been actively processed, checked, prepared, packed or handed over for dispatch, a cancellation can be examined.
Once an order is already in the active processing, checking, preparation, packing or shipping process, however, a cancellation may no longer be possible immediately.
This applies in particular where the order has already been released internally, picked, handed over to our shipping centre or passed on to a shipping service provider.
In that case please contact us at:
Email: support@magicmilk.de
Please state your order number and the email address used for the order so that we can check the current status.
Note: Your statutory right of withdrawal remains unaffected. Further information can be found in our withdrawal policy.
5. Processing and order of pre-orders
Pre-orders are generally processed chronologically in the order received.
Depending on the product, variant, delivery batch, destination country, payment status, warehouse process or shipping route, processing times may differ.
An earlier or later tracking update does not automatically mean that an order has been forgotten. Tracking information may appear with a delay depending on the shipping service provider.
If your pre-order has already been handed over to the shipping service provider, you will normally receive a shipping confirmation or tracking number automatically by email, SMS or through the contact details you provided.
6. Shipping and handover to the shipping service provider
As soon as an order or pre-order has been handed over to the shipping service provider, you will normally receive a shipping confirmation or tracking number by email, SMS or through the contact details you provided.
After handover to the shipping service provider it can take 24–48 hours for the first tracking information to appear, for system-related reasons.
An order that has already been handed over for dispatch can generally no longer be actively stopped.
Delivery is then carried out by the respective shipping service provider. Delays caused by parcel services, customs, incorrect or incomplete address details, failure to collect or refusal of acceptance may lie outside our direct control.
7. Returns, withdrawal and refunds
Our withdrawal policy and our returns and complaints terms apply to returns, withdrawal, refunds and complaints.
If you wish to exercise your right of withdrawal, you can either contact us with a clear statement or use our online returns or withdrawal form.
Further information can be found here:
For products that are sealed for reasons of health protection or hygiene, the right of withdrawal may be excluded or may expire if the seal was removed after delivery.
Opened, used, damaged or tampered-with hygiene or health products may be excluded from return for those reasons, to the extent legally permitted.
Your statutory right of withdrawal remains unaffected by these cancellation terms.
8. Complaints, damaged goods or problems with the shipment
If a product arrives damaged, the wrong item was delivered, an item is missing or there is any other problem with the shipment, please contact us without delay.
Please send your enquiry to:
Email: reklamation@magicmilk.de
Please include the following information:
- order number
- full name
- email address used for the order
- a short description of the problem
- clear photos of the product
- photos of the packaging
- a photo of the shipping label
The photos must be genuine, unaltered and verifiable. AI-generated, subsequently edited, manipulated or misleading images will not be accepted as evidence.
Where there is a suspicion of manipulated or deliberately false evidence, we reserve the right to document the case, request further evidence and have it examined legally.
Further information can be found here:
9. Try before you buy
Where a “try before you buy” purchase option is offered, your payment method may be authorised before dispatch.
You then receive a set period in which to decide whether you want to keep the item.
If the item is not properly returned within the stated period, your payment method may be charged the full amount.
The exact conditions, deadlines and return rules follow from the respective purchase option, the order confirmation and our returns and withdrawal terms.
10. Contact
If you have questions about subscriptions, pre-orders, reservations, cancellations, returns, complaints or special purchase options, please contact us at:
Magic Milk Germany – Support
Email: support@magicmilk.de
WhatsApp/phone: +49 15565 408252
Please always state your order number and the email address used for the order so that we can deal with your request more quickly.
This English version is a translation provided for your convenience. In the event of any discrepancy, the German version at magicmilk.de shall prevail.