Returns, Cancellations & Right of Withdrawal
We want you to shop with complete confidence. This policy explains how returns, cancellations and statutory withdrawal rights work for purchases from Möbel Lippold MC GmbH and our brand MACE Heritage. It is designed to be clear, fair and reliable for both you and us.
1) Who this policy applies to
The statutory right of withdrawal described below applies to consumers (private customers) who buy goods online or via distance communication. If you order as a business (B2B), different rules may apply and withdrawal rights can be excluded by law.
2) Right of withdrawal (consumers)
As a consumer, you generally have the right to withdraw from the purchase contract within 14 days without giving any reason. The withdrawal period starts on the day you (or a third party nominated by you) receive the goods.
How to withdraw
To exercise your right of withdrawal, please send us a clear statement (e.g., by email) including your order number and the items you want to withdraw from. You may use your own wording; no special form is required.
Contact for withdrawal/returns:
Möbel Lippold MC GmbH · Frankfurter Straße 123 · 63303 Dreieich · Germany
Email: info@moebel-lippold.com
Office: +49 610 3376 7838 · Mobile: +49 152 0256 0286 · Fax: +49 610 3376 7834
3) Return shipping costs
For withdrawals and voluntary returns, the customer bears the cost of return shipping, including any packaging, freight, customs duties and return handling costs that may apply depending on destination and item size.
If a return is due to a confirmed defect or an error on our side, we will coordinate an appropriate solution in line with statutory rights.
4) Condition of returned goods
Returned items must be handled with care. You may inspect the goods as you would in a store, but you are responsible for any diminished value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.
For safe transport, we strongly recommend returning items in the original packaging with all protective materials. If original packaging is not available, the customer must use equivalent protective packaging suitable for high-value furniture.
5) Return transit damage & packaging responsibility
When returning goods, the customer is responsible for ensuring adequate protective packaging. If returned items are damaged in transit due to insufficient packaging or improper handling, we reserve the right to apply a value deduction up to the full purchase price, depending on the extent of the damage. If the item becomes unsellable as a result, the refund may be reduced accordingly.
6) Refunds
Once we receive your withdrawal notice, we will refund all payments received for the withdrawn goods without undue delay and, in any event, within 14 days. We may withhold the refund until we have received the goods back or you have supplied evidence of having sent them back, whichever occurs first.
Refunds are issued using the same payment method you used for the transaction, unless expressly agreed otherwise. Return shipping costs are not refundable for withdrawals/voluntary returns (customer-borne), unless statutory rules require otherwise.
7) Custom-made / personalized items
The right of withdrawal does not apply to goods that are made to the consumer’s specifications or clearly personalized (for example: custom finishes, made-to-measure dimensions, bespoke upholstery combinations, or special orders produced on request), unless an individual written agreement has been made for cancellation/return.
8) Delivery type: curbside delivery
Standard delivery is generally curbside (to the delivery address). If you require carrying inside, upstairs delivery, assembly or additional assistance, please mention this during checkout (where available) or contact us in advance so we can quote and arrange it.
9) International returns (outside Germany/EU)
Returns from outside Germany/EU may involve customs documents, duties and additional logistics. The customer is responsible for ensuring the return is shipped with correct documentation and protective packaging. Any customs charges, storage fees or costs due to incorrect documentation may be charged to the customer.
10) How to start a return
Please contact us before sending anything back so we can confirm the return address and the safest return method for your item (parcel vs. freight). Include your order number, the item(s) and the reason (withdrawal, return request, defect claim).