Refund policy

The following right of withdrawal applies only to consumers.

A consumer is any natural person who enters into a legal transaction for purposes that are predominantly outside their trade, business or self-employed professional activity.


 

Important notice in advance:

Please use our official Return, Refund & Withdrawal Center first for returns, withdrawals, complaints or refund requests.

This allows your request to be assigned to your order faster, more securely and more clearly.

Due to a very high volume of inquiries via email, WhatsApp, TikTok and other channels, traditional emails may sometimes be delayed in being seen or processed.

Our official Return & Withdrawal Center is transferred directly into our internal processing system and reviewed with priority.

Open Return, Refund & Withdrawal Center


You have the right to withdraw from this contract within fourteen (14) days without giving any reason.

The withdrawal period is fourteen (14) days from the day on which you or a third party named by you, who is not the carrier, took possession of the goods.

To exercise your right of withdrawal, please preferably use our official Return, Refund & Withdrawal Center:

Open Return, Refund & Withdrawal Center

This allows your request to be assigned to your order faster, more securely and more clearly.

Due to a very high volume of inquiries via email, WhatsApp, TikTok and other channels, requests outside the official center may be processed with delay.

Please fill out all information completely and truthfully.

To meet the withdrawal deadline, it is sufficient that your request is submitted within the statutory period.


Consequences of Withdrawal

If you effectively withdraw from this contract, we will reimburse all payments received from you, including delivery costs.

Excluded from this are additional costs arising from your choice of a type of delivery other than the least expensive standard delivery offered by us.

The repayment will be made without undue delay and no later than fourteen (14) days from the day on which we received your notification of withdrawal.

For the repayment, we will use the same means of payment that you used for the original transaction unless expressly agreed otherwise with you.

We may refuse repayment until we have received the goods back or until you have provided proof that you have returned the goods, whichever is earlier.


Return of Goods

You must return the goods to us without undue delay and no later than fourteen (14) days from the day on which you informed us of the withdrawal.

The deadline is met if you send the goods before the fourteen-day period has expired.

The customer bears the direct costs of returning the goods.

Please return goods only to the return address provided by us. Unpaid shipments or shipments without sufficient postage may result in additional costs.


Condition of Returned Goods

The goods must be returned complete, unused and – insofar as they are sealed hygiene, health or dietary supplement products – unopened and with the original seal intact.

Please ensure that the goods are securely packaged to prevent damage during return shipping.

You are only liable for any diminished value of the goods if this loss in value is due to handling beyond what is necessary to check the nature, characteristics and functioning of the goods.


Exclusion or Expiry of the Right of Withdrawal

The right of withdrawal does not apply or expires in particular in the case of:

  • sealed goods which are not suitable for return for reasons of health protection or hygiene if their seal has been removed after delivery;
  • dietary supplements and comparable products whose seal has been removed after delivery;
  • goods that are liable to deteriorate rapidly or whose expiration date would quickly be exceeded;
  • opened, used, damaged or manipulated products insofar as they are not suitable for return for reasons of health protection or hygiene.

Opened or unsealed dietary supplements cannot be returned for hygiene and health protection reasons.

The legal basis for this is in particular Section 312g Paragraph 2 No. 3 German Civil Code (BGB) regarding sealed goods that are not suitable for return for reasons of health protection or hygiene once unsealed after delivery.


Complaints, Damage and Shipping Errors

Please inspect your order immediately upon receipt.

If a product arrives damaged, a wrong item was delivered, an item is missing or there is any other issue with the shipment, please contact us immediately via email at:

reklamation@magicmilk.de

Please include the following information in your message:

  • Order number
  • Full name
  • Email address used for the order
  • Short description of the issue
  • Clear photos of the product
  • Photos of the packaging
  • Photo of the shipping label

Please use a clear subject line, for example:

  • Complaint – Order Number …
  • Damaged Goods – Order Number …
  • Shipping Issue – Order Number …
  • Wrong Item Delivered – Order Number …

The submitted photos must clearly and completely show the reported issue. The product, packaging and shipping label must be clearly visible.

The images must be genuine, unedited and verifiable. AI-generated, manipulated, misleading or internet-sourced images will not be accepted as evidence.

If there is suspicion of manipulated or intentionally false evidence, we reserve the right to document the case, request additional evidence and initiate legal review.

A replacement shipment, reshipment or refund as part of a complaint will only take place after successful review of the case.

Your statutory right of withdrawal remains unaffected.


Model Withdrawal Form

If you wish to withdraw from the contract outside the center, you may use this form. However, its use is not mandatory.

To:
Magic Milk Germany – Mertorhan Avci
Weidenauer Straße 174
57076 Siegen
Germany
Email: returns@magicmilk.de

I hereby withdraw from the contract concluded by me for the purchase of the following goods:

Ordered on:
Received on:
Name of consumer:
Address of consumer:
Order number:

Date:

Signature of consumer (only if submitted on paper):