Returns, Cancellations and Food Products

We sell food products, including confectionery, chocolate products, biscuits and baked goods. These products can be sensitive to heat, temperature fluctuations, humidity, prolonged transport and handling.

The following policy distinguishes between order cancellation, statutory withdrawal rights and claims relating to damaged, defective, incorrect or missing goods.

1. Cancellation before fulfilment or dispatch

You may request cancellation before the order has been fulfilled or dispatched. A cancellation request is only accepted once confirmed by us in writing.

Once an order has been fulfilled, handed to the carrier or has otherwise entered the shipping process, cancellation is no longer possible.

2. Delivery changes made through the carrier

After tracking information has been issued, the carrier may allow you to change the delivery date, redirect the parcel to a parcel shop or branch, select delivery to a neighbour or alternative location, or otherwise modify the delivery instructions.

If you actively change or redirect the delivery through the carrier, the shipping service or label may be treated by the carrier as used or activated.

If you subsequently request a voluntary cancellation and the carrier no longer refunds the shipping charge, actual non-refundable shipping costs caused by your delivery instruction may be taken into account to the extent permitted by applicable law.

This does not limit mandatory statutory consumer rights.

3. Food products and returns

Our products are food products and include temperature-sensitive and fragile confectionery, chocolate products, biscuits and baked goods.

Their quality and condition may be affected by heat, temperature fluctuations, humidity, storage conditions, prolonged transportation and handling.

Where the statutory requirements are met, the right of withdrawal does not apply to goods that are liable to deteriorate or expire rapidly.

In addition, for sealed goods that are not suitable for return for reasons of health protection or hygiene, the statutory right of withdrawal may cease after the seal has been removed following delivery.

For food-safety and quality reasons, food products that have left our controlled storage and logistics process cannot automatically be returned to stock or resold. We cannot verify the temperature, humidity, storage and handling conditions to which a product has been exposed after delivery.

We therefore do not offer voluntary change-of-mind returns for food products.

Any mandatory statutory right of withdrawal that applies in an individual case remains unaffected.

Please do not return food products without prior written instructions from us. Receipt of an unauthorised return does not automatically create a right to a refund.

4. Refusal of delivery

Refusing a parcel is not a substitute for clearly notifying us of a withdrawal or cancellation where such a right applies.

If a customer unjustifiably refuses delivery and the carrier returns the parcel to us, the carrier may charge additional return transport, handling or international return costs.

Where the failed delivery is attributable to the customer, we reserve the right to claim or take into account the actual additional costs caused by the refusal, to the extent permitted by applicable law.

Returned food parcels may spend an extended period in transport and carrier storage. Because of temperature exposure, storage conditions, transport duration and food-safety requirements, the products may no longer be suitable for resale.

Each case is assessed individually in accordance with applicable law.

5. Parcel shops, branches and pickup points

If you are not available at the delivery address, the carrier may deposit or redirect the parcel to a parcel shop, branch, access point or other authorised pickup location.

You are responsible for monitoring the tracking information and collecting the parcel within the carrier’s collection period.

Failure to collect a parcel does not automatically constitute cancellation or a clear declaration of withdrawal.

If the parcel is returned because it was not collected and the failed collection is attributable to the customer, we reserve the right to claim or take into account actual additional return transportation and carrier costs, to the extent permitted by applicable law.

Due to the time spent in transportation and carrier storage, returned food products may no longer be suitable for resale.

The tracking history, transport duration, product type, product condition and applicable statutory rights will be considered when assessing the case.

6. Incorrect or incomplete delivery address

You are responsible for providing a complete and accurate delivery address.

If a parcel cannot be delivered or is returned because of an incorrect, incomplete or inaccessible address provided by the customer, we reserve the right to claim actual additional shipping, return and reshipment costs caused by the incorrect address, to the extent permitted by applicable law.

If reshipment is requested, additional shipping costs may be payable before the order is shipped again.

7. Refunds and payment processing costs

Payments may be processed through Shopify Payments, credit card providers, Klarna, PayPal or other payment service providers.

Certain payment providers may charge processing costs to us and may not reimburse those costs when a transaction is cancelled or refunded.

Nothing in this policy limits a customer’s mandatory statutory right to reimbursement.

Where no statutory cancellation, withdrawal or refund right applies and we nevertheless agree to a cancellation or refund voluntarily as a goodwill gesture, actual non-refundable third-party transaction costs may be taken into account where legally permissible and expressly agreed in the individual case.

Where the relevant payment provider fully reverses the payment-processing costs, no non-refundable processing cost will be claimed on that basis.

8. Damaged, defective, incorrect or missing goods

The rules above do not affect your statutory rights if goods arrive damaged, defective, incorrect or incomplete.

Please contact us promptly at support@memasdessert.com and provide:

• your order number;
• a description of the issue;
• clear photographs of the affected products; and
• where relevant, photographs of the outer and inner shipping packaging.

Because food products can be affected by storage, heat and handling after delivery, we ask customers to report visible damage or delivery problems as soon as possible, preferably within 7 days.

This request does not shorten mandatory statutory warranty or defect rights.

We will assess the case and provide an appropriate solution in accordance with applicable law. Depending on the circumstances, this may include replacement, partial refund or full refund.

9. Individual assessment

Failed deliveries, refused parcels, uncollected parcels and returned food shipments are assessed individually.

We may consider the tracking history, customer delivery instructions, carrier records, time spent in transportation, storage period, product type, shelf life and product condition.

We reserve the right to claim actual additional costs or legally permissible compensation where those costs or losses were caused by the customer’s conduct.

Mandatory statutory consumer rights remain unaffected.

10. Contact

For cancellation requests, delivery problems or product claims, contact us at support@memasdessert.com.

Please include your order number.