Returns & Refunds
We want you to know where you stand when you order from Morixenavela. This page explains your statutory right of withdrawal, food-related exceptions, and how we handle goods that arrive damaged or are not as described.
1. Your 14-day right of withdrawal
If you are a consumer and your purchase is not covered by a legal exception, you generally have the right to withdraw from a distance purchase within 14 days without giving a reason.
For an ordinary order containing one delivery, the 14-day period begins on the day on which you, or a third party designated by you who is not the carrier, takes physical possession of the goods. For goods delivered separately under the same order, the period generally begins when the last item has been received.
To exercise your right of withdrawal, you must inform us of your decision with a clear statement before the period ends. You can do this by emailing info@morixenavela.com or by writing to:
Maleng Por UG (haftungsbeschränkt)
Aue 87 A
03185 Drachhausen
Germany
You can also use the electronic withdrawal function made available on the website for eligible purchases. If you use that function, we will send an acknowledgement of receipt of your withdrawal request on a durable medium without delay, including the information required by law.
Simply refusing delivery or sending goods back without a clear withdrawal declaration may not be sufficient to exercise your right of withdrawal.
2. Exceptions that may apply to food
The law provides exceptions to the right of withdrawal for certain goods. Depending on the actual product and how it is supplied, these may include:
- Goods that are liable to deteriorate or expire rapidly.
- Goods made to your specifications or clearly personalised, where the legal conditions for that exception are met.
- Sealed goods that are unsuitable for return for health-protection or hygiene reasons when the seal has been removed after delivery, where that legal exception genuinely applies.
A cookie, biscuit, or other food item is not automatically excluded merely because it is food, handmade, or sold in a gift box. Non-perishable, standard products may still qualify for the 14-day right of withdrawal. Any product-specific exception must be assessed according to the law and the nature of the item.
3. What happens after a valid withdrawal?
If you validly withdraw, we will reimburse the payments received for the cancelled goods, including the cost of standard outward delivery where required by law. If you selected a more expensive delivery service than our least expensive standard delivery option, we do not have to reimburse that extra amount.
The reimbursement will be made without undue delay and no later than 14 days after we receive your withdrawal declaration. We may withhold reimbursement until we receive the returned goods or you provide evidence that you have sent them back, whichever happens first, where the law allows.
Unless we have expressly agreed otherwise, reimbursement will be made using the same payment method used for the original transaction. We will not charge you a fee for the reimbursement.
4. Returning eligible goods
For products that must be returned after a valid withdrawal, you must send them back without undue delay and no later than 14 days after you notified us of the withdrawal. Please contact info@morixenavela.com for instructions on where to send the parcel. Do not assume the registered office is the physical returns warehouse.
Where legally permitted and clearly disclosed before the purchase, you may be responsible for the direct cost of returning the goods. If that cost was not properly disclosed, or the law otherwise requires us to pay it, we will bear it. You are liable for any diminished value of goods only when this results from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods, to the extent permitted by law.
5. Damaged, incorrect, defective, or unsafe goods
A problem with a product is different from changing your mind. Your statutory rights in relation to defective or non-conforming goods are separate from the right of withdrawal and are not removed by food-related withdrawal exceptions.
If your order arrives damaged, is missing an item, is not what you ordered, or appears unsafe to consume, please contact us at info@morixenavela.com. Tell us your order number and what happened. Photographs can be helpful but are not a condition of your statutory rights.
We will review the matter and arrange an appropriate remedy under applicable law. Where we are legally responsible for a return or replacement, the necessary costs will be handled in accordance with your statutory rights.
6. How to contact us about a return or refund
Email: info@morixenavela.com
Phone: +49 1590 8032758
Please include your order number if you have it and explain whether you are withdrawing from an eligible purchase or reporting a problem with the goods. You do not have to give a reason for a valid statutory withdrawal.
7. Model withdrawal form
You may use this model form to tell us that you are withdrawing from an eligible purchase. Use of this form is optional; any clear withdrawal statement is sufficient.
To:
Maleng Por UG (haftungsbeschränkt)
Aue 87 A
03185 Drachhausen
Germany
Email: info@morixenavela.com
I/we hereby give notice that I/we withdraw from my/our contract of sale of the following goods:
Goods or order concerned:
Ordered on / received on:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is submitted on paper):
Date:
8. Your legal rights
Nothing in this policy limits rights that consumers have under mandatory German or other applicable consumer protection law.