I’ve received a return request—what should I do?
Since the end of July 2026, customers have been able to submit return requests directly on Avocadostore. As a merchant, you’ll be automatically notified by email of every return request received.
How will I be notified of a withdrawal?
As soon as a customer submits a withdrawal via the order overview on Avocadostore, you’ll automatically receive an email at the address listed in your shop backend under “Customer Support Email.”The email contains all relevant information:Order numberDate and time of the withdrawalThe items affected by the withdrawalPlease make sure your customer support email address is up to date and checked regularly.Please note: A cancellation can still be submitted directly to you through other channels, such as email or letter. The withdrawal function on Avocadostore supplements the existing legal options and does not exclude them.
When does a withdrawal take effect?
The withdrawal becomes legally effective as soon as the customer submits the withdrawal form.Important: The effectiveness does not depend on when you read or process the notification. The decisive factor is the time at which the customer submits the withdrawal on Avocadostore.
What do I need to do after a withdrawal?
Upon receipt of a withdrawal, you remain responsible for the reversal of the purchase contract.This includes, in particular:verifying whether the withdrawal has been validly declared,receiving and processing the return,reimbursing the purchase price within the prescribed time limit in accordance with legal requirements.After withdrawing from the contract, customers will receive information on how to return the goods.
What happens if a withdrawal is not valid?
In certain cases, a withdrawal may be invalid, for example if:the statutory withdrawal period has already expired,there is no right of withdrawal for the item in question,statutory grounds for exclusion apply.If you have any doubts about the validity of a withdrawal, please contact Avocadostore customer service.
Do I need to update my withdrawal policy?
Yes. Merchants are required to update their withdrawal policy to comply with the new legal regulations.Customers must be informed that, going forward, they can submit their withdrawal electronically via the order overview on Avocadostore.Please coordinate the necessary adjustments with your attorney or legal department. Avocadostore cannot provide legal advice or sample wording for this purpose.