Refund policy

Consumers have a right of withdrawal as set out below. A consumer is any natural person who concludes a contract for purposes that are predominantly outside their trade, business or profession (§ 13 BGB).

Right of withdrawal

You have the right to withdraw from this contract within 14 days without giving any reason.

The withdrawal period expires 14 days after the day on which you, or a third party other than the carrier indicated by you, acquire physical possession of the goods. If you order several goods in one order and they are delivered separately, the period expires 14 days after the day on which you, or a third party other than the carrier indicated by you, acquire physical possession of the last goods.

To exercise your right of withdrawal, you must inform us (SUPER, Christopher James Paxton, Delbrückstraße 41, 12051 Berlin, Germany, phone: +49 176 61438400, email: hi@supermarket.berlin) of your decision to withdraw from this contract by an unequivocal statement (for example a letter sent by post or an email). You can use the withdrawal button on our website or the model withdrawal form below, but this is not obligatory.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Effects of withdrawal

If you withdraw from this contract, we shall reimburse all payments received from you, including the costs of delivery (except for the supplementary costs resulting from your choice of a type of delivery other than the least expensive standard delivery offered by us), without undue delay and at the latest within 14 days from the day on which we are informed about your decision to withdraw. We will use the same means of payment as you used for the original transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.

We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent them back, whichever is the earliest.

You shall send back the goods or hand them over to us without undue delay and at the latest within 14 days from the day on which you inform us of your withdrawal. The deadline is met if you send back the goods before the 14-day period has expired.

You bear the direct cost of returning the goods.

You are only liable for any loss in value of the goods if this loss is due to handling that was not necessary to check the nature, characteristics and functioning of the goods.

Exclusion and early expiry of the right of withdrawal

The right of withdrawal does not apply to contracts for the supply of goods that are liable to deteriorate rapidly or whose expiry date would be rapidly exceeded.

The right of withdrawal expires early for contracts for the supply of sealed goods that are not suitable for return for reasons of health protection or hygiene, if their seal has been removed after delivery. This applies in particular to food and drinks that have been opened.

Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

  • To: SUPER, Christopher James Paxton, Delbrückstraße 41, 12051 Berlin, Germany, email: hi@supermarket.berlin
  • I/We (*) hereby give notice that I/we (*) withdraw from my/our (*) contract for the purchase of the following goods (*):
  • Ordered on (*) / received on (*):
  • Name of consumer(s):
  • Address of consumer(s):
  • Signature of consumer(s) (only if this form is sent on paper):
  • Date:

(*) Delete as appropriate.

Damaged or faulty products

If a product arrives damaged or faulty, please contact us at hi@supermarket.berlin, ideally with a photo. Your statutory warranty rights apply in addition to your right of withdrawal.