Return conditions

1. Exclusion of return

Returns are excluded for:

  • Consumables.
  • Individually manufactured products.

2. Return conditions

If you wish to return items from your order, you must obtain a Return Material Authorization (RMA) within 14 days of delivery. Items received outside of the stated return period will not be accepted.

3. Refund conditions

A 100% refund can only be made if the item is returned in its original condition, undamaged and unused. For used items, we reserve the right to retain a portion of the refund amount.

4. Return of hygiene products

Hygiene products (e.g. face masks) can only be returned if they still have the existing seal and are not defective.

5. Exclusion of return

Vouchers and e-vouchers cannot be returned. Used, altered or damaged returns will not be accepted and may be returned to you and/or a refund refused. We cannot be held responsible for missing returns or items in transit.

6. Returns

Items must be returned from the original shipping country using the original return form. Items shipped without a return form cannot be refunded.

7. Return process in Germany and Austria

  1. Fill out the return form:
  2. Request a return label:
  3. Return:

8. International Returns

  1. Request an RMA by logging into the returns portal.
  2. We will then contact you within a reasonable time to confirm whether your return has been approved. If approved, we will email you return instructions, a prepaid return label, and an RMA number to include in the return package.
  3. Place the item(s) in the original box.
  4. Print the prepaid return label and attach it to the outside of the box.
  5. Visit www.dhl.com , select your country from the pull-down menu and find a DHL service point near you where you can drop off the parcel or contact DHL to arrange a pickup.

The costs of the return will be displayed in the returns portal and deducted from the refund amount.

9. Processing and refunds

Upon receipt of the return and confirmation that the return complies with applicable requirements, Global-e will issue you a refund for the amount calculated. Refunds will be credited to your original method of payment. Original shipping charges, duties, taxes or customs will not be refunded.

Please allow 5 business days for returns to be processed. You will receive an email notification of the status of your refund once it has been processed. Refunds will take 10-14 business days after the order has been received and inspected.

10. Import duties

If you have paid import fees in connection with your order, you acknowledge that:
a) You must apply for reimbursement directly to the competent authority in your country.
b) It is your sole responsibility to reclaim these import fees from the relevant authority in your country.
c) Global-e cannot guarantee that such a request will be successful.

Upon your written request, we may use reasonable efforts to assist you in recovering such import charges.

11. Non-reimbursable costs

Delivery costs paid in connection with the order as well as return and handling costs are non-refundable.