Return Policy

1. Overview

At Stockgenuinemal, we want you to be completely satisfied with your purchase. This Return Policy outlines the conditions under which you may return products and receive a refund. This policy is provided in addition to your statutory rights as a consumer in the European Union.

2. EU Consumer Right of Withdrawal

If you are a consumer residing in the European Union, you have the right to withdraw from distance and off-premises contracts within 14 days without giving any reason, in accordance with Directive 2011/83/EU and § 355 of the German Civil Code (Bürgerliches Gesetzbuch – BGB).

2.1 Withdrawal Period

The withdrawal period expires 14 days from the day on which you, or a third party indicated by you (other than the carrier), acquires physical possession of the goods.

2.2 How to Exercise Your Right

To exercise your right of withdrawal, you must inform us of your decision by a clear statement. You may:

• Send an email to callme@stockgenuinemal.world
• Send a letter to: Langer Rain 4, 37308 Reinholterode, Germany

You may use the model withdrawal form below, but it is not obligatory.

2.3 Model Withdrawal Form

3. Extended Return Policy

In addition to your statutory 14-day withdrawal right, we offer an extended 30-day return period for your convenience. This means you have 30 days from the date of delivery to return unopened products.

3.1 Conditions for Return

To be eligible for a return under our extended policy:

• Products must be unopened and in their original sealed packaging
• Products must be in the same condition as when received
• Products must be returned within 30 days of delivery
• Original receipt or proof of purchase is required

3.2 Non-Returnable Items

For health and safety reasons, the following items cannot be returned:

• Opened or used dietary supplements
• Products with broken seals
• Products that have been damaged by the customer
• Products past their expiration date (if applicable)

4. Return Process

4.1 Step 1: Contact Us

Before returning any product, please contact us at callme@stockgenuinemal.world with:

• Your order number
• Product(s) you wish to return
• Reason for return

4.2 Step 2: Receive Return Authorization

We will provide you with a Return Authorization Number (RAN) and return instructions within 2 business days.

4.3 Step 3: Ship Your Return

Pack the product securely in its original packaging if possible. Include:

• The Return Authorization Number
• A copy of your order confirmation
• Your contact information

Ship the package to the address provided in your return authorization.

4.4 Step 4: Confirmation and Refund

Once we receive and inspect your return, we will email you to confirm receipt and let you know if your refund is approved.

5. Refunds

5.1 Refund Processing

If your return is approved, we will reimburse you without undue delay and in any event within 14 days from the day on which we receive the goods back or you supply evidence of having sent them back, whichever is the earliest (as required by Directive 2011/83/EU and § 357(2) BGB). We will use the same means of payment as you used for the initial transaction, unless expressly agreed otherwise; you will not incur any fees as a result of such reimbursement. You will receive notification when your refund has been processed.

5.2 Refund Amount

Your refund will include:

• Full purchase price of the returned product(s)
• Original shipping costs (if the return is due to our error or defective product)

The following may be deducted:

• Original shipping costs (if the return is due to change of mind)
• Any diminished value resulting from handling beyond what is necessary to establish the nature and characteristics of the goods

5.3 Refund Timing

Depending on your payment provider, it may take additional time for the refund to appear in your account:

• Credit/Debit Cards: 5-10 business days
• PayPal: 3-5 business days
• Bank Transfer: 5-10 business days

6. Return Shipping Costs

The cost of return shipping depends on the reason for return:

• Defective or incorrect product: We will cover return shipping costs
• Change of mind: You are responsible for return shipping costs
• Withdrawal within 14 days: You are responsible for return shipping costs unless the goods are defective

We recommend using a trackable shipping method for your return.

7. Damaged or Defective Products

If you receive a damaged or defective product:

• Contact us immediately at callme@stockgenuinemal.world
• Provide photos of the damage if possible
• We will arrange for a replacement or full refund including shipping costs

8. Incorrect Orders

If you receive an incorrect product:

• Contact us within 7 days of receiving your order
• We will arrange for the correct product to be sent
• We will provide a prepaid return label for the incorrect item

9. Exchanges

We do not offer direct exchanges. If you wish to exchange a product:

• Return the original product following our return process
• Place a new order for the desired product

10. Order Cancellation

If you wish to cancel an order:

• Before shipping: Contact us immediately for a full refund
• After shipping: You may refuse delivery or return the package. Refund will be processed once we receive the product

11. Contact Information

For any questions about our Return Policy or to initiate a return, please contact us:

Our customer service team is available Monday through Friday, 9:00 AM to 5:00 PM (CET).

Online dispute resolution (EU): The European Commission provides a platform for online dispute resolution at https://ec.europa.eu/consumers/odr. We are not obliged to participate in dispute resolution proceedings before a consumer arbitration board.