Cancellation and Return Policy

Last updated: August 12, 2025
Effective date: May 6, 2025

1. Cancel order

This policy only applies to orders placed directly through marstek.de. For purchases through other sales channels, please contact the respective retailer directly.

If you wish to cancel an order on marstek.de:

  • Please note that a processing fee applies for the cancellation of your order regardless of the timing (for. 2% transaction fee for PayPal payments).
    We thank you for your understanding, as this fee is solely to cover payment and processing costs.
  • Please contact us via email (support@marstek.de) or the LiveChat on our website.


2. Return policy (only for orders placed through marstek.de)

2.1. Faulty or defective products:

  • Please contact us immediately via email or LiveChat with your order number, error description, and photos.
  • Upon confirmation, we offer you:
    • a full refund, or
    • free replacement (including return shipping costs, covered by Marstek).

2.2. Return without providing reasons:

  • You can initiate a return within 14 days after receipt without providing any reasons.
  • Conditions: The product and accessories must be complete, undamaged, and in perfect condition.
  • The return shipping costs are borne by the customer. Please refer to the following table for the specific shipping costs.
Product Return shipping costs (Germany) Return shipping costs (Austria)
 B2500-D 30€ 35€
 Jupiter C 90€ 110€
 Jupiter E 150€ 180€
 Venus C 100€ 120€
 Venus E 160€ 190€
 Apollo 110W (4-pack) 25€ 30€
 Apollo 220W (4-pack) 30€ 35€
MI0800 15€ 20€
CT002 10€ 15€
Jupiter C Plus 40€ 50€
Jupiter C Plus Extension Battery 30€ 40€


2.3. No returns allowed for:

  • Damage due to improper installation, use, maintenance, or storage;
  • Products have been modified, opened, or repaired without authorization;
  • Missing original packaging or damaged packaging that affects resale;
  • Return request later than 14 days after receipt;
  • Missing parts, signs of use, or visible damage.

2.4. Return process:

  1. Contact us via email (support@marstek.de) or via LiveChat.
  2. Please send your order number, reason for return, and corresponding photos.
  3. After a positive inspection, you will receive the return address and instructions.
  4. Upon receipt of the goods, we will check them for integrity and completeness.
  5. Refunds are processed within 14 business days, replacement shipping within 7 business days (if available). You will receive a confirmation via email. If you have not received a refund after 14 business days, please contact us at support@marstek.de or via LiveChat.

 

3. Refund duration

  • Refund on cancellation: Once your cancellation has been confirmed, the refund will be processed within 7 business days.
  • Refund on return: Once we have received and inspected the returned product, the refund will be processed within 14 business days. Once the refund has been processed, you will receive a confirmation via email.
  • If you have not received your refund after 14 business days, please contact us via email or through LiveChat.


Contact

If you have questions about returns or refunds, please contact us at: