Return, Refund and Withdrawal Policy

If you are a consumer (acting outside your trade, business or profession) and the applicable law grants you a right of withdrawal, you may withdraw from the contract within 14 days without giving any reason. The withdrawal period expires 14 days after the day on which you or a third party designated by you (other than the carrier) acquires physical possession of the goods.

To exercise your right of withdrawal, you must inform the respective vendor of your decision to withdraw by means of an unequivocal statement. A model withdrawal form is available [from the vendor / on the order details page], but its use is not mandatory.

Effects of Withdrawal

If you withdraw, the vendor will reimburse all payments received from you, including delivery charges (with the exception of supplementary costs resulting from your choice of a type of delivery other than the least expensive standard delivery offered), without undue delay and in any event not later than 14 days from the day on which the vendor is informed of your decision to withdraw. The vendor will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless expressly agreed otherwise and provided you do not incur any fees as a result. You shall send back the goods without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal. The deadline is met if you send back the goods before the period of 14 days has expired. You will bear the direct costs of returning the goods unless the vendor has offered to bear them or unless the goods supplied were defective, incomplete, incorrect or not as described.

In addition to the statutory right of withdrawal, which remains fully applicable, vendors on Trade may in their discretion offer a voluntary return or refund guarantee with conditions more favourable to the buyer. Unless otherwise stated on the product page, a voluntary guarantee may permit you to request a return or refund within 7 days after delivery for any reason, or for specific reasons such as:

• wrong item received
• damaged item received
• defective product
• missing item(s)
• product significantly different from the listing description or images
• order not received

Trade reserves the right to review and verify claims under voluntary guarantees before approval. The statutory right of withdrawal under section 1 is not affected by any voluntary guarantee.

Separate from the right of withdrawal, statutory warranty rights apply if goods are defective or not as described. These rights generally exist for two years from delivery for consumers (commercial buyers may be subject to shorter periods under their applicable law). If you receive a defective, damaged or wrong item, you may have claims for repair, replacement, price reduction or rescission under applicable warranty law. Please contact the vendor directly; the platform may assist in dispute resolution.

The following items are excluded from voluntary return guarantees unless explicitly offered by the vendor:

• customised or personalised products
• digital products/services after delivery/activation has begun
• perishable goods
• sealed goods which are not suitable for return due to health protection or hygiene reasons, if unsealed after delivery
• intimate or personal-use items (hygiene products)

Note: Statutory rights of withdrawal and warranty may be restricted or excluded for certain categories by mandatory law.

To exercise your statutory right of withdrawal or request a return under a voluntary guarantee, use the return/refund function available for each order and provide the required information. For statutory withdrawal, an unequivocal statement suffices. For returns under voluntary guarantees or warranty claims, please select the relevant reason and provide supporting evidence where appropriate.

For statutory withdrawal, no vendor approval is required; the withdrawal takes effect upon your statement towards the vendor.

For returns under voluntary guarantees or disputed claims, vendors are expected to respond within 48 hours by approving the request, rejecting it with a reason, or requesting additional information. If the vendor does not respond within the required timeframe, the case may escalate for review by Trade.

Approved refunds are processed through the original payment method or, where applicable, to your Trade wallet balance. Refund timelines depend on payment providers, banks, processing times and any required verification checks.

Trade may intervene in disputes, including cases of vendor rejection, non-response, suspected fraud or abuse, insufficient evidence, or escalated complaints. The platform may approve or reject refund requests, request further evidence, issue warnings, or suspend accounts involved in fraudulent or abusive activity. Platform decisions are made in good faith and do not affect mandatory statutory rights.

Trade monitors for abuse of return, refund and withdrawal rights. The platform reserves the right to reject requests involving repeated false claims, fraudulent attempts, fake evidence, abusive behaviour or suspicious activity.

Trade acts as a marketplace platform connecting buyers and vendors. Responsibility for products, delivery and contract performance remains with the respective vendor. This policy is without prejudice to mandatory statutory consumer rights.

Trade reserves the right to update this policy. The version applicable to your purchase is the version in effect at the time of order.