General cancellation policy

1. Cancellation Before Shipment: Customers may cancel their order free of charge, if the cancellation is made before the order has been shipped. Customers are advised to cancel as soon as possible, as orders are processed promptly to ensure quick dispatch.

4. Cancellation After Shipment (Undelivered Orders): If the customer wishes to cancel the order after it has been dispatched, it will be treated as a return. The customer may refuse to accept delivery, and the order will be returned to KETMarket. Upon receipt of the returned items, a refund will be processed, excluding any shipping costs and applicable fees.

Vendor-Specific Cancellation Policy

• Vendor Autonomy: Each vendor on our platform may establish their own cancellation policies. These policies will be visible on the individual vendor’s storefront/page. Customers are advised to review and understand these policies before making a purchase.
• Cancellation of Orders from Multiple Vendors: If an order includes items from multiple vendors, customers may need to cancel each item individually according to the respective vendor’s cancellation policy.

3. Custom or Bulk Orders: For custom orders or bulk purchases made primarily by our B2B customers, cancellations after confirmation will incur a cancellation fee. The fee will be calculated based on the costs incurred up to the point of cancellation, including production, customization, and any other related expenses.

4. Return of Goods: Goods returned must be in their original condition, unused, and in their original packaging. A restocking fee may apply based on the nature of the goods and condition upon return. For our detailed return policy, please refer to our ‘Return and Refund Policy’ section.

5. Refunds: Refunds for cancelled orders will be processed within 10 of business days upon receipt of the returned goods. Refunds will be made via the original payment method used during purchase.

6. Exception for Non-EU Countries: Customers ordering from non-EU countries should be aware that cancellations after dispatch may incur additional charges due to customs and import duties. KETMarket will not be responsible for these additional costs.

7. Contact Us: For any queries regarding cancellations, please contact our customer service team at info@ketmarket.eu or +49 351 42 75 67 37. Our team is available Monday to Friday, from 08:30 to 16:30 assist you.