Return and exchange policy

Menzor Return and Exchange Policy

At Menzor, customer satisfaction is our top priority. That’s why we offer a transparent return and exchange policy that complies with German consumer protection laws. Please contact our customer service before returning an item to receive detailed instructions.

1. Right of Return

1.1 Right of Withdrawal (Contract Cancellation)
According to §§ 355 ff. BGB, consumers have the right to withdraw from the purchase contract within 14 days without giving any reason.

Conditions for Return:

• The item must be unused and in its original packaging, including all manuals, accessories, and invoice.
• Shipping must be sent to the address provided by our customer service.
• Return shipping costs are covered by Menzor if the withdrawal is made within the allowed period.

Note: Products that do not meet the above conditions will be returned to the sender without prior notice.

1.2 Refund
After inspection of the returned item, the refund will be processed via the payment method used for the purchase:

• Credit Card: Refunds may take up to two billing cycles depending on the credit card provider.
• Bank Transfer or Instant Payment (e.g., BACS, Faster Payments, PayPal, etc.): Refunds will be issued within 10 business days after we have received and accepted the returned item.
  

2. Exchange Policy

2.1 Exchange Due to Manufacturing Defect
Menzor provides a statutory 24-month warranty for manufacturing defects.

Procedure for Exchange Due to Defect:

• The item must be sent in its original packaging with the invoice, following the instructions of our customer service.
• The customer must include a detailed description of the defect.
• Technical inspection will be carried out within 15 business days after receipt of the item.

If the inspection report confirms the defect:
The customer can choose from:

• Free replacement with an identical product,
• Exchange for a different product with any applicable price difference,
• Full refund of the purchase price.

If the inspection report does not confirm the defect:
The item will be returned to the customer with the inspection report. No exchange claim exists in this case.

Reasons for Refusal of an Exchange:

• No defect found or unjustified complaint
• Improper use or damage caused by the customer
• Normal wear and tear or improper care (e.g., incorrect washing)

2.2 Exchange for Wrong Size or Color
Exchanges due to incorrect size or color selection are not possible. All measurements and color information are detailed on the product page so that customers can make their selection carefully.

Note: According to German law, the retailer is not obliged to exchange items due to dissatisfaction with color, size, or model.

3. Order Cancellation by Menzor

Menzor reserves the right to cancel an order in the following cases:

• Payment errors or failed credit card authorization.
• Incorrect or incomplete customer information.
• Product unavailability in stock.

3.1 Refund for Cancellation
If the order is canceled by Menzor, a full refund will be issued using the original payment method.

Refunds apply particularly in the following cases:

• Undeliverable due to incorrect address provided by the buyer.
• Product unavailable in stock; an alternative or full refund is offered.