Refund policy

We offer a 14-day return policy. This means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition as when you received it, unworn, unused and with its tags attached. Please use the original packaging if possible. Using the original packaging is optional; in all cases, please pack the goods securely for transport. You will also need the receipt or another proof of purchase.

To initiate a return, you can contact us at fragen@makema.de Please note that returns must be sent to the following address:

Make ma GmbH
– Retour –
Lademannbogen 15
22339 Hamburg

Please notify our service team of your return in advance if possible. Advance notification is optional and serves solely to help us process your return quickly. Our prior approval is not required to exercise your statutory right of withdrawal. However, you must inform us of your withdrawal through an unequivocal statement, for example by email; simply returning the goods is not sufficient. You are responsible for the cost of return shipping.

If you have any questions about returns, you can contact us at fragen@makema.de at any time.

Damage and issues
Please inspect your order upon receipt and contact us immediately if the item is defective or damaged, or if you received the wrong item, so that we can assess and resolve the issue.

Exceptions / items not eligible for return

  • Digital products, once the download has started and the customer has expressly agreed to early performance:
    • Embroidery files
    • Software downloads
    • Video courses
  • Software on physical media or with an activation code, if:
    • the seal has been opened or removed, or
    • the activation code has already been redeemed
      This also includes software supplied with embroidery machines.
  • Used or opened consumables, in particular:
    • opened thread supplies
    • Stabilisers
    • used needles
  • Personalised or custom-made products, meaning goods:
    • made to the customer’s specifications
    • clearly tailored to personal requirements
  • Purchases by business buyers, particularly multi-needle embroidery machines, unless otherwise agreed.

Returns generally possible, but a deduction for diminished value may apply

For machines and other goods, a deduction may apply if use goes beyond mere inspection. This includes, in particular:

  • Embroidery or sewing machines used for more than 3,000 stitches
  • productive embroidery, extended testing, series production or project work
  • removed protective films where this results in scratches or signs of use
  • visible scratches, damage or cosmetic defects
  • strong odours, for example from smoke
  • pet hair on the goods or packaging
  • additional cleaning, reconditioning or repair work

In these cases, the goods may be considered demonstration or used equipment; the corresponding loss in value and necessary reconditioning costs may be deducted from the refund.

Please contact us if you have questions or concerns about a particular item.

Unfortunately, we cannot accept returns of sale items or gift vouchers.

Exchanges
The quickest way to get the item you want is to return the item you received. Once the return is accepted, you can purchase the new item separately.

European Union – 14-day withdrawal period
Notwithstanding the above, you have the right to cancel or return your order within 14 days without giving a reason if the goods are shipped to the European Union. As described above, the item must be in the same condition as when you received it, unworn, unused and with its tags attached. Please use the original packaging if possible. Using the original packaging is optional; in all cases, please pack the goods securely for transport. You will also need the receipt or another proof of purchase.

Refunds
We will notify you once we have received and inspected your return and let you know whether the refund has been approved. If approved, you will automatically receive a refund to your original payment method within 10 business days. Please remember that your bank or credit card company may take some time to process and post the refund.
If more than 15 business days have passed since we approved your return, please contact us at fragen@makema.de.