Returns, Refunds & Right of Withdrawal

The contract language is German. The legally binding version of our Terms and customer information is the German version.

Statutory right of withdrawal

If you are a consumer, you generally have the statutory right to withdraw from a contract concluded through our online shop within 14 days without giving any reason.

For orders containing goods, the withdrawal period generally begins on the day on which you, or a third party designated by you who is not the carrier, receives the goods. If several goods from one order are delivered separately, the period begins when you receive the last item.

To meet the withdrawal deadline, it is sufficient for you to send your declaration of withdrawal before the 14-day period expires.

Electronic withdrawal function

You can exercise your statutory right of withdrawal electronically through our online shop.

You will find the function “Withdraw from Contract” in the footer of our website. It takes you to your orders, where you can select the relevant order and submit your withdrawal electronically.

After submitting your withdrawal through this function, you will receive an electronic confirmation of receipt.

You may also exercise your right of withdrawal by sending us a clear statement of your decision to withdraw from the contract, for example by email or post.

Please contact:

MHSA Gaedeke GmbH
Kapuzinerstraße 7–9
55116 Mainz
Germany

Email: retoure@ms-sucra.de

You do not need to provide a reason for exercising your statutory right of withdrawal.

Returning the goods after withdrawal

After exercising your right of withdrawal, you must send or hand back the goods without undue delay and in any event no later than 14 days from the day on which you informed us of your withdrawal.

Please return the goods to:

Ms Sucra / MHSA Gaedeke GmbH
Weißliliengasse 19
55116 Mainz
Germany

Free returns within Germany

We want your shopping experience with Ms Sucra to be as convenient as possible. In addition to your statutory right of withdrawal, we therefore offer a free return service within Germany.

If you are returning goods from within Germany, please use the return label provided by us. When you use our return label, we cover the cost of return shipping.

To request your return label, you can use our online return process or contact us at:

retoure@ms-sucra.de

Where possible, please include your order number and the email address used for your order. We will then provide you with the relevant return information and return label.

Our free return service applies when the return label provided by us is used.

Trying on your boots

You may inspect and try on the goods as you would in a physical store in order to determine their nature, characteristics and fit.

You may be responsible for any loss in value if the goods have been handled beyond what is necessary to establish their nature, characteristics and functioning.

Refunds following withdrawal

If you validly withdraw from the contract, we will refund all payments received from you, including the cost of our least expensive standard delivery option, where applicable.

We will make the refund without undue delay and no later than 14 days from the day on which we receive your declaration of withdrawal.

We may withhold the refund until we have received the goods back or until you have provided evidence that you have sent the goods back, whichever occurs first.

The refund will generally be made using the same payment method that you used for the original transaction, unless expressly agreed otherwise. You will not incur any fees as a result of the refund.

Damaged, defective or incorrect items

Please inspect your order after receiving it. If an item is damaged or defective, or if you have received the wrong item, please contact us as soon as possible at:

retoure@ms-sucra.de

We will review the issue and arrange an appropriate solution. In the case of a justified complaint, we will of course cover the cost of return shipping.

Exchanges

Direct exchanges are not currently processed automatically. If you would like a different model or size, please return the original item and place a new order for the desired item.

Further information

Further information about your statutory right of withdrawal, including the withdrawal instructions and model withdrawal form, can be found in our General Terms and Conditions.