Right of Withdrawal
Fourteen days from the parcel arriving, you can hand the purchase back and take your money back, no reason asked. This page is the whole procedure: the message to send, the form to copy, the state the goods should be in, who pays the postage and when the transfer leaves.
On this page · 9 sections
Step 1: 14 days
from the parcel reaching you, to declare that you withdraw
Step 2: 14 days
from that declaration, to put the goods in the post
Step 3: 14 days
from that declaration, for the money to leave our account
11.Who may withdraw, and by when
You ordered without seeing the goods, so European consumer law gives you a period in which the purchase can simply be undone. For 14 days you may step out of the contract without explaining yourself, and nobody may charge you a penalty for it.
The 14 days begin on the day the parcel is physically in your hands, or in the hands of somebody you named who is not the courier. Ordered several items that travel separately? Then the clock starts with the last parcel. If day 14 is a Saturday, a Sunday or a public holiday where you live, you have until the end of the next working day.
The right belongs to consumers: people buying for themselves rather than for a trade, a business or a profession. A purchase made in a company name is a business purchase, and this page does not apply to it — though the legal guarantee for faulty goods still does.
22.Telling us: one clear message is enough
Send a message that leaves no doubt about your decision. "I withdraw from order MKS-123456" with your name under it is enough; the model form further down is there if you prefer a form, but you are not obliged to use it.
Where to send it:
- by email to help@marketsaves.com, subject "Withdrawal";
- through the contact form, topic "Return or refund";
- on paper to the registered office on the Company Details page — slower, and please do not send the goods themselves to that address.
What counts is the moment you send the message, not the moment we open it: a declaration sent at five to midnight on the fourteenth day is in time. Keep the sent email; it is your proof. We write back within 2 working days with the warehouse address for the return and a reference to put inside the box.
Nothing has been paid yet?
33.Model withdrawal form
This is the form annexed to the Consumer Rights Directive. Copy it into an email and fill in the blanks, or print this page and post it.
Withdrawal form
To: WHATECH MOBILE CO., LIMITED, Room 505, 5th floor, Beverley Commercial Centre, 87-105 Chatham Road South, Tsim Sha Tsui, Kowloon, Hong Kong, email: help@marketsaves.com
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods:
- Order reference
- Ordered on (*) / received on (*)
- Name of consumer(s)
- Address of consumer(s)
- Phone number used for the order
- Signature of consumer(s) (only if this form is sent on paper)
- Date
(*) Delete as appropriate.
Two lines of the form are ours rather than the legislator's: the order reference and the phone number. A cash-on-delivery order carries no account and no card number, so those two are what let us find it in a minute. Leave them out and your withdrawal still stands; it just takes us longer.
44.Sending the goods back
Post the parcel within 14 days of the day you told us. The deadline is met if it is with the carrier on the last day, so keep the proof of posting until the money is on your account.
Put everything that came in the box back into it: the item, cables, chargers, adapters, mounts, spare parts, manuals. Missing accessories are missing value, and we would have to deduct it. Keeping the original packaging helps, but a plain outer box is fine as long as the item travels safely.
Two things that do not work: a parcel sent back cash on delivery, and a parcel sent with the postage unpaid. Carriers hand both straight back to the sender. Send it as an ordinary paid parcel and, if you are owed the postage, we pay it back against the receipt.
55.What you may do with the goods first
Handle the product as you would on a shop counter: unbox it, look at it, switch it on, see that it matches the listing. None of that costs you the right to withdraw, and you owe nothing for it.
Beyond that, the law makes you answerable for value the goods have lost through handling that went further than checking their nature and features. A socket set that has done a weekend of work, a kitchen gadget returned unwashed or a device with the film peeled off every surface are worth less second time round. Where that happens we set out the amount and the reason in writing, and deduct it from the refund rather than refusing the return.
66.Who pays to send it back
Changed your mind: the return postage is yours. Everything on this site fits in an ordinary parcel, so any post office or parcel service can carry it; ask them the price before you hand it over, as it depends on the country, the weight and the service you pick. We do not estimate it for you, because we would be guessing.
Faulty, damaged in transit or simply the wrong item: you pay nothing. That case is not really a withdrawal, and it is set out in full under Returns and Refunds. We send a prepaid label, book a collection, or refund the postage you paid on the receipt.
77.The refund: how much, how, and when
How much. The price of the goods coming back, every cent of it. The law also makes a seller return what the buyer paid for the outbound delivery; here that line is zero, since you were never charged for it, so the price of the goods is the whole sum. Return part of an order and you are owed the price of that part. There is no faster paid option to unpick either: this shop has one delivery speed, and it costs nothing.
How. The courier took cash, so there is no card and no account to credit. We pay by SEPA bank transfer to an account you name, and we charge nothing for making it. Send us the account holder's name and the IBAN with your withdrawal and the transfer is ready the moment the parcel is checked in. If a bank transfer does not work for you, say so and we agree something else that costs you nothing.
When. Within 14 days of your declaration. The law lets us wait for one of two things first: the goods back on our shelf, or your proof of posting — whichever reaches us first starts the payment. A SEPA transfer then needs a banking day or two to show on your statement.
88.The few cases where the right does not exist
The directive lists goods that cannot be withdrawn from. Three of those exclusions can touch what we sell:
- goods sealed for health protection or hygiene, once the seal has been broken after delivery — the product page says so before you order;
- goods that have been mixed inseparably with other things after delivery;
- goods made to your own measurements or clearly personalised. Nothing in the current catalogue is made to order.
These exclusions concern a change of mind only. They have no effect whatever on your rights when an item turns out to be faulty or not what was described.
99.Withdrawal and faulty goods are two different things
Withdrawal is a free pass for 14 days: no reason, no fault, no argument, and the postage back is on you. The legal guarantee of conformity is something else — it runs for at least 24 months, it applies when the goods do not match the description or stop doing their job, and it costs you nothing, postage included.
One never replaces the other. If the 14 days have run out and the item is faulty, you are on guarantee ground, and the Returns and Refunds page explains what to send us and what you can ask for. When both would apply, pick whichever suits you better.
Questions before you decide? The questions answered page carries the short versions, and help@marketsaves.com reaches the people who see the orders.