The Seller is under an unconditional obligation to grant the Buyer the right to withdraw from the sales contract within 30 calendar days from the date of the physical receipt of the purchased product. This obligation applies to all transactions carried out via the Platform and is valid regardless of the legal regulations in force in the Seller’s or Buyer’s country, including situations where local or EU legislation provides for a shorter statutory return period. The purpose of this policy is to ensure a uniform, high level of consumer protection and to provide Buyers with convenience and confidence in the purchasing process. If the final day of the 30-day period falls on a public holiday or a non-working day (e.g., Sunday or a national holiday), the period is automatically extended to the next business day to enable the Buyer to effectively exercise their right of withdrawal.

Within this period, the Buyer may withdraw from the contract at any time without having to provide any reason, and such a decision shall not result in any negative consequences for them. Once a withdrawal notice has been submitted in accordance with the instructions provided by the Seller or the Platform Administrator, the Buyer will receive a return shipping label or another tool enabling them to send the product back safely and in accordance with the Platform’s return procedure. From the moment the return label is provided, the Buyer has an additional 14 calendar days to dispatch the product.

Upon receipt of the returned device, the Seller is required to carry out a full verification of its technical and visual condition and to restore it — to the fullest extent possible — to its factory state. In particular, the Seller must remove all personal data, files, user accounts, and any other information left by the Buyer if such data has not been erased by the Buyer prior to return. This process must be carried out in compliance with data security standards and in accordance with applicable data protection laws (e.g., GDPR).

Detailed rules on exercising the right of withdrawal, including the method of return notification, the obligations of both parties, the rules on covering return shipping costs, and the conditions for refunding payment, are described in the Platform’s Terms and Conditions for Buyers. Buyers are encouraged to read this document before initiating a return to ensure that the process is completed smoothly and without complications.

A partial refund is a solution applied in situations where, after the delivery of an order, circumstances arise that justify refunding only part of the sale price rather than the full value of the order. Such a settlement may take place only after prior agreement between the Seller and the Buyer, and in many cases, after approval by the Platform Administrator. The most common situations in which a partial refund may be applied include, in particular:

• Incomplete order – delivering fewer products than ordered, missing certain items, or missing some components of a set.
• Missing accessories or additional elements – for example, the absence of a charger, cable, or other components listed in the offer or product description.
• Reduced product quality – the product functions correctly, but its quality, appearance, or condition differs from what was declared in the offer (e.g., visible scratches, signs of use, lower technical specifications than stated in the description). In such cases, the Buyer may agree to keep the product in exchange for a proportionate price reduction.
• Functionally correct order, but not fully matching the description – for example, the device works properly, but the color, version, or model does not exactly match the order, and the Buyer accepts the product with financial compensation.

In each of the cases described above, the Seller should first agree with the Buyer on the details of the arrangement, including the proposed partial refund amount and the justification for its value. The circumstances of the case should then be properly documented using materials such as product photos, shipping documents, screenshots of the offer, or records of correspondence with the Buyer. Once the complete documentation is prepared, the partial refund request should be submitted via the communication tools available on the Platform, enabling the Administrator to assess the validity of the settlement.

The Seller is obliged to issue the agreed refund amount within the established timeframe, keeping proof of the transaction in their records.

The Seller is obliged to provide the Buyer with the option of returning the product free of charge in cases where the Buyer exercises the right of withdrawal within the legally prescribed period or submits a complaint (warranty claim) in relation to a defect discovered in the product. The condition for using this procedure is that the return shipment must be sent from the original delivery address or from another address located within the same country in which the original delivery took place.

The principle of free returns does not apply in situations where, after conducting a thorough inspection of the returned product, the warranty claim is rejected, and the cause of the defect or damage is found to be gross negligence or intentional misconduct on the part of the Buyer. Gross negligence may include, among other things, improper use of the product contrary to its intended purpose, failure to follow the operating instructions, deliberate destruction of the device, or technical interference leading to its damage. In such cases, the Seller has the right to charge the Buyer reasonable and necessary costs of the return shipment. The burden of presenting clear evidence proving the Buyer’s fault rests entirely with the Seller. Such evidence may include photographic documentation, technical expert reports, or written service reports.

In the event of a dispute regarding the assessment of the Buyer’s conduct and the determination of whether it constitutes gross negligence or intentional misconduct, the Platform reserves the right to make the final decision on the matter, based on the evidence provided and the applicable terms and conditions.

Furthermore, the Buyer must be informed, prior to returning the product, of the potential obligation to bear the return shipping costs if there is a genuine risk that the complaint may be rejected due to the Buyer’s fault. This information should be communicated in a clear and understandable manner, preferably through the official communication channels available on the Platform, in order to avoid any misunderstandings or interpretative disputes.

After the formal rejection of the complaint, the Seller is obliged to provide the Buyer with a detailed cost estimate for a potential repair, along with a description of the scope of the necessary work and the estimated time for its completion. At the same time, the Seller must inform the Buyer of the possibility of having the repair carried out at the Buyer’s expense, so that the Buyer can make an informed decision on whether to proceed with the repair process or withdraw from further action.

If the customer returns a purchased product for the second time due to a confirmed technical defect or another fault that affects the proper functioning of the item, they are entitled to choose between receiving a replacement product of the same type or obtaining a full refund of the purchase price. This refund should also include the shipping costs incurred by the customer for the original delivery as well as for returning the defective product. The seller, however, has the right to deduct from this amount a reasonable value corresponding to the extent of the product’s use, based on the period and manner in which it was used by the customer before the defect occurred. At this stage, another attempt to repair the product by the seller is not permitted unless the customer explicitly and unequivocally requests such a repair by providing a formal statement to that effect.

In situations where the customer returns the same product for the third time or more due to recurring defects or other technical faults, the seller is obliged to refund the original full selling price, also covering all shipping costs related to delivering the product to the customer and returning it to the seller. As with the second return, the seller may deduct from the refund amount a value corresponding to the product’s usage prior to its return, reflecting the degree of its wear and tear. The only exception is when the customer explicitly requests another repair or replacement of the product — in such cases, the seller must fulfil that request, even if the number of previous returns has exceeded two.

Order cancellation is a common procedure in sales management, and every Seller operating on our platform should be prepared to handle it efficiently.

The Buyer may request the cancellation of an order by contacting the Seller through the Helpdesk available in the My Orders section. In such a case, it is the Seller’s responsibility to respond quickly. We recommend always confirming receipt of the request and informing the Buyer about the current status of the order.

The Seller has access to the Cancel Order button available for each order in the panel. When using it, the Seller must indicate the reason for cancellation — for example, at the Buyer’s request or out of stock.

It is important to note that a high number of cancellations caused by the Seller (e.g., lack of stock or failure to fulfill orders) may negatively impact the Seller’s rating on the platform and reduce their credibility in the eyes of Buyers. For this reason, ensuring reliable order fulfillment is essential. Cancellations made at the request of the Buyer, carried out by the Seller, do not affect the account performance or the Seller’s rating.

Once the cancellation is confirmed, the Seller should provide the Buyer with clear information about the next steps. If the payment has already been processed, the Seller must initiate the refund procedure in accordance with the applicable rules.

Proper handling of order cancellations is not only a formal requirement but also an important element of building Buyer trust and satisfaction. Fast and transparent communication directly contributes to a positive Seller rating and reduces the risk of disputes on the platform.