This cancellation policy is part of our Terms of Service and can be found in §7:

If you are a consumer in the sense of § 13 BGB (German Civil Code), i.e. if you make the purchase for purposes that cannot be predominantly attributed to your commercial or self-employed professional activity, you are entitled to a Withdrawal with the following deviating provisions:

(1) Not personalized and
(2) Personalized products.

We would like to inform you in advance that in case of a return you have to bear the costs of the return yourself. Our customer service ( will be happy to assist you with this request. Please help us to avoid unnecessary costs and do not return the goods without a return label.

Please contact us regarding the return address via email to as there are different warehouses.

Please use protective packaging if necessary. If you no longer have the original packaging, please provide alternative packaging to ensure adequate protection from damage in transit to avoid claims for damages due to inadequate packaging. Please write us a short email at to announce the return. This will enable us to allocate the products as quickly as possible.

Please note that the above modalities are not a prerequisite for the effective exercise of the Withdrawal.


You have the right to revoke this agreement within a period of fourteen days without giving any reason. The revocation period is fourteen days from the day on which you or a third party named by you, who is not the carrier, has taken or has taken possession of the goods. To exercise your Withdrawal, you must contact us (MERSOR GmbH, Anklamer Str. 38, 10115 Berlin, Germany,, +49 (0) 30 40 36 76 100) by a clear statement (e.g. letter or e-mail) of your decision to withdraw from this contract.

You can use the attached sample withdrawal form, but this is not required. To comply with the withdrawal period, it is sufficient if you send the notice of exercise of the Withdrawal before the end of the withdrawal period.

Consequences of the revocation

If you revoke this agreement, we will pay you all payments received from you, including shipping costs (with the exception of additional costs resulting from the fact that you have opted for a type of delivery other than the standard delivery offered by us) within a period of fourteen days from the day on which we received the notice of revocation of this contract. For such repayment, we will use the same means of payment as in the original transaction, unless you have expressly agreed otherwise; in no case will you be charged these repayment fees.

We may refuse to refund you until we have returned the goods or until you have proved that you have returned the goods, whichever is earlier.

You must return the goods to us immediately, but no later than fourteen days after the date on which you inform us of the cancellation of this contract. The deadline is met if you send the goods before the expiry of the period of fourteen days. The shipping costs of the return must be borne by the customer. You are liable for any loss of value of the goods only if it is due to the handling of the goods not necessary to verify the quality, characteristics and function of the goods.


Sample cancellation form

If you wish to cancel the contract, please fill out and return this form.

First and last name:



I / we (*) hereby revoke the contract concluded by me / us (*) for the purchase of the

following goods (*):

(*) Name of the consumer(s):

Address of the consumer(s):

Signature of consumer(s) (only in the case of paper notification) Date

(*) Delete as necessary.

End of the revocation



The Withdrawal does not apply to the delivery of non-prefabricated goods that are subject to individual selection or specification by the consumer or are clearly tailored to the personal needs of the consumer (e.g. leather goods with their individual characteristics) in accordance with § 312g paragraph 2 BGB. The reason for this is that we can no longer resell the personalized products. They are made especially for you by hand. We ask for your understanding.

If personalized goods were damaged or defective, the Withdrawal of the non-personalized products comes into force.