Refund Policy

Kassan Super Markt (operated by Kassan UG haftungsbeschränkt) is committed to total transparency and compliance with German and EU law. Due to the nature of our products (primarily food and perishables), please read this policy carefully before ordering.

Date of Last Update: 16 September 2025

1. No Refund or Return for Perishable Goods

In accordance with §312g Abs. 2 Nr. 2 BGB (German Civil Code) and EU consumer law:

• All sales of food, groceries, beverages, fresh, frozen, chilled, or otherwise perishable items are FINAL and NON-REFUNDABLE.
• This applies to all edible goods, including but not limited to: rice, flour, spices, lentils, snacks, sweets, frozen foods, dairy, etc.
• Returns/refunds for "change of mind," taste preference, or surplus are not possible for food safety reasons.

Why? Opened or returned food cannot legally be restocked or resold, to protect all customers' health.

2. Refunds/Returns for Non-Perishable Goods

For sealed, non-food, or non-perishable items (e.g., utensils, cookbooks, unopened non-food merchandise), you have a 14-day right of withdrawal in line with EU law:

• Items must be unused, unopened, in original packaging
• Notify us by email within 14 days of receipt
• Return shipping costs are paid by the customer unless the product is defective or wrong
• Refund processed to original payment method after inspection

No cash refunds. Refunds may take up to 10 business days after receipt and approval of your return.

3. Damaged, Missing, or Incorrect Items

 

• Inspect your parcel immediately upon delivery. If you receive damaged, missing, or wrong items, notify us within 24 hours of delivery.
• Email: kassansupermarkt@gmail.com with:
  • Your order number
  • Clear photos of the outer box, shipping label, and affected items
  • Description of the issue (missing, broken, wrong product, etc.)
• For confirmed cases, we will offer replacement, store credit, or partial refund for the affected item(s). Full refund only if the entire order is wrong or undelivered (after carrier investigation).

 

4. Failed Delivery & Return-to-Sender

• If a parcel is undeliverable due to incorrect address, repeated absence, or refusal, and is returned to us:
  • Perishable food items cannot be refunded or reshipped (destroyed for food safety)
  • Non-perishable goods may be refunded minus return shipping and handling fees
• We are not responsible for non-collection from parcel shops or lockers past carrier deadlines

5. Order Cancellations

• You may request cancellation within 1 hour of placing your order (before we process/ship it). Contact us ASAP!
• After dispatch, orders cannot be cancelled or changed.
• If we are unable to fulfill part/all of your order (out of stock, system error), we will refund the unshipped item(s) promptly.

6. How are refunds processed?

• All approved refunds are made to the original payment method (card, PayPal, bank transfer).
• Processing time: Usually within 5 business days after approval, but may take up to 10 days depending on your bank.
• We do not offer cash or cheque refunds under any circumstances.
• No refund for vouchers/gift cards (unless legally required).

7. Your Rights under EU/German Law

• You have the right to clear information about your order and refund status
• You have the right to contact our team and to escalate to your local consumer authority if you feel your claim was unfairly handled
• No right of withdrawal/return for perishable food under EU law (§312g BGB and Art. 16 Dir 2011/83/EU)

8. Contact for Refunds & Support

Kassan Super Markt Support
Email: kassansupermarkt@gmail.com
Phone: +49 611 20592982 / 0049 172 4160002
Mon–Fri, 10:00–16:00 (CET)
Languages: English, German, Urdu/Hindi