1.1. This Return Policy establishes uniform rules for returning products purchased through the EXPRESS.MARKET platform and the procedure for refunding amounts paid to Buyers. The Policy takes into account EU distance selling and consumer protection legislation, as well as additional service standards of the platform.
1.2. This Policy applies to all sellers (merchants) on the EXPRESS.MARKET platform, unless specific return conditions are provided for certain items or categories, and to all buyers who purchased through the Site. The Policy is part of the User Agreement and public offers, and is mandatory for all parties.
2.1. 14-day return period: An EU Buyer purchasing a product remotely has the right to withdraw from the received product without giving a reason within 14 days from the date of receipt. This rule complies with the EU Consumer Rights Directive.
2.2. To exercise the right of withdrawal, the Buyer must send a notice to the Seller before the 14-day period expires (either through the Site’s return function or by emailing support). The Operator provides a model withdrawal form (if desired), but using it is not mandatory—any clear statement of intent to return the product is sufficient.
2.3. Exceptions to the right of withdrawal: The Buyer cannot withdraw from the following products of proper quality (if provided in proper condition and without defects) once unsealed or used:
The Seller must inform the Buyer about non-returnable products before purchase (in the product description or otherwise). If a product is non-returnable by law but was not clearly indicated as such, the Buyer may still request a return citing lack of prior notice, though the final decision lies with the Seller/Operator under the consumer’s local law.
2.4. Condition of the product upon return: The Buyer may open the packaging and inspect the product to the extent necessary to understand its characteristics (e.g., trying on clothing, testing a device without activating paid features). If the product is used beyond what is necessary and its condition deteriorates, the Seller may seek compensation for reduced value. However, the right of withdrawal does not depend on product condition—the Seller must accept the return in any case but may retain part of the refund. To avoid deductions, the Buyer should preserve the product’s resale condition and return all accessories, packaging, and documentation.
2.5. Return procedure: After submitting a return request, the Buyer ships the product back to the Seller. The specific return address will be provided (usually the Seller’s warehouse or logistics center as indicated on the Site). The Buyer is responsible for properly packaging the item to prevent damage in transit. It is recommended to use the original packaging and protective materials. The Buyer should include a copy of the order or other identifying information (order number, contact details) inside the package.
2.6. Return shipping cost: If the return is because the Buyer changed their mind, the Buyer pays return postage (unless the Seller offers free returns). If the return is due to a defective product or the Seller’s error (e.g., wrong item shipped), return shipping is at the Seller’s expense: either a prepaid label is provided, or the Seller reimburses the Buyer upon presentation of receipts.
2.7. Refund to the Buyer: For a product of proper quality (right of withdrawal), the Seller must reimburse the Buyer: (a) the full product price, and (b) the initial shipping cost to the Buyer at the lowest standard rate. If the Buyer selected a more expensive shipping method, only the cost of the standard rate is reimbursed. If the order included multiple items and not all are returned, shipping costs are allocated proportionally. The Operator or Seller will provide a detailed refund breakdown.
2.8. Refund timing: The Seller (or Operator on its behalf) must refund the Buyer no later than 14 days from receiving the withdrawal notice. The Seller may withhold the refund until the product is received or until the Buyer provides proof of return shipping—whichever occurs first. In practice, refunds are processed within 2–5 days after inspecting the returned product.
2.9. Refund method: Refunds are issued using the same method as the original payment: to the same card, the original PayPal account, or by bank transfer if payment was cash-on-delivery. Any bank fees for the Buyer’s refund are the Buyer’s responsibility.
2.10. Reduction of the refund amount: If the Seller determines the product’s value has diminished due to the Buyer’s use (e.g., substantial wear), the Seller must inform the Buyer and justify the deduction. The deduction corresponds to the assessed reduction in market value. If the Buyer disagrees, they may dispute the deduction via the Operator or relevant authorities.
3.1. Defective or not as described: A consumer may request a return or exchange for a product that is defective or does not match the description/order. This right exists independently of the 14-day withdrawal period and is governed by warranty obligations. If a defect is found within a reasonable time after delivery, the Buyer may choose: replacement with a non-defective item, repair (if applicable), a price reduction, or a full refund.
3.2. Upon discovering a defect, the Buyer must promptly contact the Seller via the platform, describe the issue, and, if possible, attach photos or videos illustrating the defect. The Seller must respond to the claim within 10 days (or within the timeframe required by the Buyer’s country law).
3.3. Replacement or repair: If the Buyer agrees to replacement or repair, the Seller arranges at its expense the return of the defective product and shipment of the replacement/repaired item. Replacement or repair should occur within 30 days. If the defect is not resolved within a reasonable time, the Buyer may request a refund.
3.4. Refund for defective goods: If a refund is chosen, the Seller covers return shipping. The Buyer returns the product, after which the Seller refunds the full product price, initial shipping cost, and any additional expenses incurred by the Buyer (e.g., return postage if no prepaid label was provided). The refund must be issued within 14 days of agreeing to the return, though the Seller may take a little more time for product inspection (within legal limits).
3.5. Special cases: If the product fails after a significant period (e.g., after one year), manufacturer warranty conditions or statutory conformity rights apply. If a defect is discovered within the first 6 months, it is presumed to have existed at the time of sale; after 6 months, an inspection may be required.
3.6. Incomplete or incorrect order: If the Buyer receives an order with missing or extra items, they must notify the Seller promptly. Missing items can be shipped or refunded, and extra items must be returned at the Seller’s expense.
4.1. Return tools: EXPRESS.MARKET provides a Returns section in the user account. The Buyer initiates a return by selecting the order and specifying a reason (“size doesn’t fit,” “defective,” “not as described,” etc.). Once the request is submitted, the system notifies the Seller.
4.2. Operator’s role: The Operator monitors compliance with return timelines and procedures. If a Seller delays or refuses a refund, the Buyer may contact EXPRESS.MARKET support. The Operator may decide to issue a refund from its own reserves and later claim reimbursement from the Seller.
4.3. Communication: The Buyer and Seller can correspond via the built-in messaging system to clarify return details. All correspondence is stored to allow the Operator to review communications in case of a dispute.
4.4. Status updates: After shipping the product, the Buyer marks it as shipped in the system and provides a tracking number. Upon receipt, the Seller marks “return received” and initiates the refund process. Both parties receive automatic notifications of status changes.
4.5. Platform timelines: Recommended timelines:
4.6. Multiple returns/exchanges: If, after an exchange, the issue remains, the Buyer may still use the remaining time of the 14-day withdrawal period. However, repeated returns may lead the Operator to limit further purchases.
4.7. Return abuse: Abusing the return policy (ordering an item, using it, then returning) is flagged and prohibited. Sellers must not deny legitimate returns, and Buyers must not misuse this right.
5.1. Refund methods and timing: Refunds are issued using the same method as the original payment. Card refunds: 3–5 business days (up to 30 days in rare cases); e-wallet refunds: a few minutes to a few hours; bank transfers: 1–3 business days. If funds are not received, the Buyer should first check with their bank, then contact the Operator.
5.2. Refund notification: Once the refund is processed, the Seller (or EXPRESS.MARKET system) sends the Buyer an email confirmation with the refunded amount and date.
5.3. Partial refunds: If only part of the order is returned, only the cost of those items and the proportional share of shipping costs are refunded.
5.4. Refund currency: Refunds are issued in the currency of the original payment. Exchange rate fluctuations are not compensated: the Buyer receives the same amount paid (converted at the bank’s rate on the refund date).
5.5. Irresolvable disputes: If the Seller and Buyer cannot agree (e.g., the Seller deducts too much for depreciation), they may escalate to the Operator for mediation. The Operator reviews all evidence (product photos, communications, documents) and proposes a solution. If no agreement is reached, legal avenues remain available.
5.6. Compensation without return: In cases where returning the item is economically impractical (e.g., low value or major defect), the Seller may offer a partial refund without requiring the product’s return, by mutual agreement with the Buyer.
6.1. If the Buyer has trouble initiating a return or questions the procedure, they can contact EXPRESS.MARKET support:
6.2. Support provides guidance, checks return status, and, if necessary, contacts the Seller to expedite the process.
6.3. The Operator aims for smooth and fair returns. If recurring complaints arise about a specific Seller, their return policy may be reviewed up to suspension from the platform.
6.4. Suggestions or feedback regarding the return system can be sent to the Operator—they will be considered for service improvements.
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