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Refund and Return Policy
This refund and return policy applies to purchases made by customers in the European market via the Orderlydesk website.
- Seller Information
Brand: Orderlydesk
Address: Marktstraße 28, 31303 Burgdorf, Germany
Phone: +49 51369712537
Email: rack@orderlydesk.com
Orderlydesk sells desktop organization and storage racks to customers within Europe.
- Right of Withdrawal
Where the statutory right of withdrawal applies, consumers have the right to withdraw from an online purchase within 14 days without giving any reason.
For goods, the withdrawal period generally begins on the day the consumer (or a third party designated by the consumer, other than the carrier) receives the goods.
The intention to withdraw must be clearly communicated to Orderlydesk within the applicable withdrawal period.
Withdrawal requests may be submitted via email to:
Consumers are not required to provide a reason when exercising their statutory right of withdrawal. Under German law, applicable consumer contracts are subject to a 14-day withdrawal period.
- How to Request a Return
Customers wishing to exercise their statutory right of withdrawal should contact Orderlydesk via email and provide the following information:
Order number;
Name used when placing the order;
Email address used when placing the order;
A clear statement that the customer wishes to withdraw from the purchase; and
Details regarding the goods to be returned, if applicable.
Please contact:
Upon receipt of the withdrawal request, Orderlydesk will provide relevant return instructions if the return of goods is involved.
- Return Address
For approved returns within Europe, the return address is:
Marktstraße 28, 31303 Burgdorf, Germany
Customers should not send goods to any other address unless Orderlydesk has explicitly provided a different return address for the specific order.
- Returning Goods
When exercising the statutory right of withdrawal, goods must be returned without undue delay and, in any event, no later than 14 days from the day the consumer communicates their decision to withdraw, unless otherwise provided by applicable law. Goods dispatched before the expiration of the 14-day period are deemed to meet the time limit requirement.
Regarding statutory returns (withdrawal from purchase), the consumer generally bears the direct costs of the return, provided Orderlydesk informed them of this obligation prior to the purchase. If applicable law stipulates that return costs are to be borne by Orderlydesk, then Orderlydesk shall bear such costs.
- Condition of Returned Goods
Customers may handle the goods to the extent necessary to establish their nature, characteristics, and functioning.
The mere act of unboxing the goods does not deprive the customer of their statutory right of return.
However, if the customer handles the goods in a manner exceeding what is reasonably necessary for inspection, resulting in a diminution of value, Orderlydesk reserves the right—to the extent permitted by applicable law—to claim compensation for such loss in value.
Consequently, returned goods should be in a condition suitable for subsequent processing and resale.
- Refunds After Return
Upon receipt of a valid notice of return, Orderlydesk will process the refund in accordance with German and European consumer protection laws.
Refunds generally cover the amount paid by the consumer for the goods as well as applicable standard shipping costs.
If the customer selected a delivery method more expensive than the cheapest standard delivery method offered by Orderlydesk, the additional costs incurred by choosing such premium delivery need not be refunded, to the extent permitted by applicable law.
Under German law, refunds are typically issued within 14 days of receipt of the notice of return.
With respect to returned goods, and subject to applicable statutory rules, Orderlydesk may withhold the refund until the goods have been received or the customer has provided proof of dispatch (whichever occurs earlier).
- Refund Method
Refunds will generally be issued via the payment method used for the original purchase, unless otherwise expressly agreed upon by both parties and provided that such alternative method does not incur additional costs for the customer.
Payment methods available at the Orderlydesk checkout may include:
Visa;
Mastercard;
American Express;
Apple Pay;
Google Pay; and
Other digital wallets and payment methods displayed on the checkout page.
Specific available payment methods may vary depending on the customer’s order and checkout circumstances.
No additional fees will be charged to the customer for the refund process.
- Damaged Goods
If goods are damaged upon delivery, the customer should contact Orderlydesk via email as soon as possible after receiving the order:
Customers may provide photos showing:
The condition of the outer packaging;
The condition of the goods;
Any visible damage; and
Other information related to the order.
If the situation can be verified based on the information provided, Orderlydesk may arrange a refund or replacement without requiring the customer to return the damaged goods.
This photo-based resolution process is intended to simplify the handling of shipping damage issues and does not limit any mandatory statutory rights enjoyed by the consumer.
- Faulty or Defective Goods
If goods are found to be defective or do not conform to the contract, the customer should contact:
Orderlydesk will review the specific circumstances and provide an appropriate solution in accordance with applicable German and EU consumer laws.
Depending on the nature and specifics of the issue, applicable solutions may include repair, replacement, price reduction, or—where legal requirements are met—termination of the contract and a refund.
Statutory consumer rights regarding defective goods remain applicable. EU consumer regulations provide legal protection for defective goods, including a statutory warranty framework of at least two years (subject to applicable national regulations and specific circumstances).
- Damage to Goods Prior to Delivery
If goods are lost or damaged before the consumer takes actual possession, the rules regarding the assumption of risk by the consumer apply.
For consumer purchases where delivery is arranged by Orderlydesk, the risk does not typically transfer to the consumer solely upon the handover of goods to the carrier. If goods are reported lost or damaged prior to delivery, Orderlydesk will verify shipment details and circumstances with the relevant carrier and arrange an appropriate solution in accordance with applicable contracts and legal provisions.
- Order Delays or Loss
Orderlydesk typically utilizes the following delivery services:
DHL;
FedEx; and
UPS Priority.
For orders shipped from Germany, the standard estimated delivery time is generally 5 to 12 business days.
Tracking information may be automatically sent to the email address provided at the time of the order. Depending on the carrier, notifications may be sent at key stages such as shipment, arrival at a logistics processing facility, and local delivery.
If an order is not delivered within the estimated timeframe, the customer should contact:
Orderlydesk will verify the shipment status and, if necessary, make inquiries with the carrier.
Depending on the specific circumstances, solutions may include proceeding with delivery, replacing the goods, or issuing a full refund (where applicable).
Mandatory legal delivery requirements and consumer rights remain unaffected.
- Refunds for Non-Fulfillment or Non-Delivery
If an order cannot be fulfilled or delivered, and a refund is required under law or contract, Orderlydesk will process the refund using the original payment method, in accordance with applicable statutory refund rules.
If the goods have not yet been delivered, the consumer’s statutory rights regarding delivery and contract cancellation remain unaffected.
- Processing Returns and Refunds
To efficiently process returns or refunds, Orderlydesk may request necessary information to identify the order and verify the details of the return or refund request.
This information may include:
Order number;
Customer name;
Email address used when placing the order;
Relevant photographs;
Delivery information; or
Shipping tracking information, where applicable.
Customers should retain proof of shipment when returning items.
Regarding the exercise of the statutory right of withdrawal, Orderlydesk may exercise its rights in accordance with German law concerning the timing of refunds and the receipt of returned goods or proof of return.
- Unauthorized Return Addresses
Unless a specific return process and address have been provided for the order in question, customers should contact Orderlydesk before shipping items back.
The standard European return address is:
Marktstraße 28, 31303 Burgdorf, Germany
This process helps Orderlydesk identify the relevant order and correctly process the return.
- Statutory Consumer Rights
Nothing in this Refund and Return Policy excludes or limits mandatory consumer rights under German or European law.
Statutory rights of withdrawal, statutory rights regarding defective goods, and other mandatory consumer protection measures apply where relevant legal requirements are met.
If any provision of this policy conflicts with mandatory statutory consumer rights, the applicable mandatory legal provisions shall prevail.
- Contact Information for Returns and Refunds
For inquiries regarding returns, order cancellations, damaged goods, or refunds, please contact:
Phone: +49 51369712537
Email: rack@orderlydesk.com
Customers should provide their order number when contacting Orderlydesk regarding returns or refunds.
Orderlydesk will review customer inquiries and process requests based on the specific circumstances of the order and applicable German and European legal requirements.
