Effective October 29, 2026 · Version 2026-10-29
Scope
This policy applies to business orders placed directly with German Import Store, the MarketPlace24 wholesale website operated by Xentas Inc. Marketplace orders must be handled through the channel where they were placed. Damage, defects, missing items, and incorrect goods are addressed separately in our Damaged Missing or Incorrect Items policy.
Requesting a return
For eligible goods, email info@marketplace24.ca within 14 calendar days after delivery to request a return. Include your order number, business name, product SKU, quantity, and reason. A request is not a return authorization. Wait for our written approval and shipping instructions before sending anything back. We will provide the correct return address; do not send goods to a manufacturer or assume our retail location is the return destination.
Return condition
Approved change-of-mind returns must be unused, complete, and suitable for resale, with their original tags and undamaged retail packaging. Opening a shipping carton to inspect the goods does not itself make a return ineligible. Pack authorized returns securely and keep tracking and proof of dispatch. The authorization will state any agreed dispatch deadline and additional handling instructions.
Excluded change of mind returns
Custom or personalized goods, special orders procured specifically for you, and German imported products identified as non-returnable are excluded from change-of-mind returns. The imported-product exclusions include Christmas pyramids, incense smokers, candle arches, and Herrnhuter Stars. Applicable exclusions should be made clear on the product listing or quotation before purchase. Unsold seasonal inventory and slow-selling stock are not grounds for a return unless separately agreed in writing. These exclusions do not automatically exclude a genuine damage, defect, incorrect-item, or misdescription claim.
Shipping charges and responsibility
For an approved change-of-mind return, the buyer pays return shipping, and original shipping and handling charges are not refunded except where required by law or separately agreed. For our error, transit damage, or a confirmed defect, contact us first so we can confirm the remedy and responsibility for reasonable shipping costs. Do not purchase a return label or incur repair costs expecting reimbursement without our agreement, unless applicable law provides otherwise. There is no undisclosed automatic restocking fee.
Inspection and refund
We will inspect an authorized return and explain whether it is accepted and how the refund is calculated. Approved refunds are made to the original payment method in the currency of the original transaction unless another lawful arrangement is agreed. Your bank or payment provider controls its own posting time and any foreign-exchange treatment; we do not guarantee the exchange rate or recovery of third-party bank fees. If an item arrives incomplete or materially different from the approved return condition, we will explain any proposed adjustment rather than applying an unexplained deduction.
Exchanges and rights
Contact us before arranging an exchange; replacement availability must be confirmed. A refund, replacement, part, or repair for a problem item will be agreed after assessment. Nothing in this policy removes rights or remedies that cannot lawfully be excluded.