Refund policy

Returns, Refunds & Exchanges Policy

Last updated: 01 August 2025

1. IMPORTANT LIMITATIONS AND DISCLAIMERS

CRITICAL NOTICE: This policy contains important limitations on return rights and our liability. We provide return coordination services only and disclaim responsibility for seller return performance.

PLATFORM ROLE: We operate as a marketplace coordinating returns between customers and sellers. We are NOT responsible for:

Seller return policy compliance or performance
Return processing delays or failures
Refund timing or payment issues
Product quality assessments or determinations
Return shipping or logistics

MAXIMUM PROTECTION: This policy provides maximum protection for our business while complying with mandatory consumer protection laws only.

2. RETURN RIGHTS BY JURISDICTION (MINIMUM REQUIRED ONLY)

2.1 European Union/EEA/UK Consumers

Statutory Rights Only: You have withdrawal rights as required by law:

EU/EEA: 14-day withdrawal period under Consumer Rights Directive (mandatory minimum only)
UK: 14-day cancellation period under Consumer Contracts Regulations (mandatory minimum only)

STRICT LIMITATIONS: Statutory rights are subject to:

Proper return procedures and timing
Product condition requirements
Applicable exclusions and restrictions
Seller compliance obligations

2.2 US Consumers

No Federal Return Rights: US federal law does not require return rights for remote sales.

State Law Compliance: Where state law mandates return rights, we provide minimum required protection only:

California: As required by Civil Code provisions
Other States: Only where specifically mandated by state consumer protection law

Voluntary Policy: Our 14-day return window is voluntary and subject to restrictions below.

2.3 Swiss and Other International Consumers

No Statutory Rights: Switzerland and most international jurisdictions do not provide general return rights for distance sales.

Voluntary Policy Only: Our return policy is entirely voluntary and may be modified or withdrawn at any time.

3. OUR RETURN POLICY LIMITATIONS

3.1 Restricted Return Window

14-Day Limitation: Return notifications must be made within 14 days of delivery, calculated strictly:

Day 1: Date of physical delivery (not dispatch)
No Extensions: Weather, holidays, or personal circumstances do not extend deadlines
Strict Enforcement: Late notifications result in automatic return denial

3.2 Return Process Requirements (STRICT COMPLIANCE)

MANDATORY PROCEDURES:

Contact Seller First: All returns must be initiated with the seller directly
Written Notice: Email or platform message required (verbal requests not accepted)
Approval Required: Return must be approved by seller before shipping
Return Shipping: Customer responsibility unless item is genuinely defective
Tracking Required: All returns must use tracked shipping services
Documentation: Proof of postage and tracking must be maintained

PROCESS FAILURES: Failure to follow exact procedures results in return denial and forfeiture of return rights.

4. COMPREHENSIVE RETURN CONDITIONS

4.1 Acceptable Return Condition (STRICT STANDARDS)

PRISTINE CONDITION REQUIRED: Items must be returned:

Completely unused and unworn
In original, unopened packaging where applicable
With ALL tags, labels, and protective materials attached
Including ALL accessories, documentation, and packaging
Free from any odors, stains, or contamination
In commercially resalable condition

4.2 Condition Assessment Rights

OUR DISCRETION: We and sellers reserve the right to:

Inspect all returned items thoroughly
Reject returns not meeting condition standards
Assess restocking fees for damaged or used items
Require professional cleaning or restoration costs
Refuse refunds for unsatisfactory condition

CONDITION FEES: Returns not meeting standards may incur:

Restocking Fee: Up to 50% of item value
Cleaning/Restoration: Actual costs charged to customer
Rejection Fee: Return shipping costs plus handling fee
Disposal Fee: For items that cannot be resold

4.3 Category-Specific Restrictions

4.3.1 Clothing and Accessories

UNWORN REQUIREMENT:

No signs of wear, stretching, or alteration
No deodorant, perfume, or body odor
No pet hair, lint, or foreign substances
Original tags and protective packaging intact
No alterations or modifications

HYGIENE ITEMS: Underwear, swimwear, and intimate apparel are final sale once tried on or hygiene seals are broken.

4.3.2 Beauty and Personal Care

SEALED PRODUCTS ONLY:

Must be completely unopened and unused
Original safety seals and packaging intact
No testing, sampling, or partial use permitted
Fragrance, nail polish, and aerosols are final sale

4.3.3 Electronics and Technology

COMPLETE PACKAGE REQUIRED:

Original packaging and all accessories
Protective films and wrapping intact
No activation, registration, or use
All cables, chargers, and documentation included
Software and digital content unused

4.3.4 Jewelry and Watches

UNWORN AND UNALTERED:

Protective coverings and tags intact
No sizing, adjustment, or engraving
Original packaging and certificates included
No exposure to chemicals or cleaning agents

4.3.5 Home and Lifestyle

UNUSED CONDITION:

No assembly, installation, or use
Original packaging and instructions included
No personalization or customization
Candles with intact wicks and no burning

5. NON-RETURNABLE ITEMS (COMPREHENSIVE EXCLUSIONS)

5.1 Permanent Exclusions

FINAL SALE ITEMS:

Custom, personalized, or made-to-order products
Engraved, monogrammed, or customized items
Perishable goods and food items
Digital products and downloadable content
Gift cards and store credit
Final sale or clearance items
Hygiene-sensitive products once opened

5.2 Conditional Exclusions

RESTRICTED RETURNS:

Items purchased with promotional discounts (may have return restrictions)
Products subject to intellectual property licensing restrictions
Items with limited edition or time-sensitive value
Products requiring special certifications or compliance
Bulk or wholesale orders

5.3 Seasonal and Time-Sensitive Exclusions

EVENT-BASED RESTRICTIONS:

Halloween costumes after October 31
Holiday decorations after relevant holidays
Seasonal clothing outside relevant seasons
Event tickets and time-sensitive products

6. RETURN SHIPPING AND COSTS

6.1 Customer Responsibility (DEFAULT)

CUSTOMER PAYS: Unless item is genuinely defective, customer is responsible for:

All return shipping costs
Proper packaging and protection
Insurance for high-value items
Customs and duty charges for international returns
Risk of loss during return transit

6.2 Return Shipping Requirements

MANDATORY STANDARDS:

Use trackable shipping services only
Obtain proof of postage and tracking numbers
Package items securely to prevent damage
Include return authorization and order information
Ship to correct return address only

6.3 International Return Complications

ADDITIONAL REQUIREMENTS:

Mark packages as "Returned Goods" for customs
Customer responsible for all customs fees and taxes
Extended processing times for international returns
Potential additional inspection and handling fees

7. REFUND PROCESSING AND LIMITATIONS

7.1 Refund Timing

MAXIMUM PROCESSING TIME:

5-10 business days after seller receives and inspects returned item
Additional time for condition assessment and verification
Extended delays during peak seasons or high volume periods
No expedited processing available

7.2 Refund Deductions

PERMITTED DEDUCTIONS:

Original shipping charges (non-refundable)
Return processing and handling fees
Restocking fees (up to 25% of item value)
Condition assessment and cleaning costs
Payment processing fees
Currency conversion charges

7.3 Refund Method Limitations

ORIGINAL PAYMENT METHOD ONLY:

Refunds processed to original payment method used
No cash refunds or alternative payment methods
Store credit may be offered at our discretion
Gift card purchases refunded as store credit only

7.4 Partial Refunds

REDUCED REFUND SITUATIONS:

Items showing any signs of use or wear
Missing accessories, packaging, or documentation
Delayed returns or process violations
Seasonal or clearance items
Products requiring cleaning or restoration

8. EXCHANGES AND REPLACEMENTS

8.1 No Direct Exchanges

RETURN AND REPURCHASE ONLY: We do not process direct exchanges. For different sizes, colors, or styles:

Return original item following standard process
Place new order for desired item
Pay shipping charges for both transactions
No price matching for subsequent orders

8.2 Defective Item Replacements

LIMITED REPLACEMENT RIGHTS: For genuinely defective items:

Replacement offered only if identical item available
Alternative products not provided
No upgrades or enhancements
Seller discretion on replacement vs. refund

9. DEFECTIVE AND INCORRECT ITEMS

9.1 Defective Item Definition

STRICT DEFINITION: Items are considered defective only when:

Manufacturing defects affecting functionality
Material failures under normal use
Safety hazards or compliance violations
Substantial deviation from advertised specifications

NOT CONSIDERED DEFECTIVE:

Minor cosmetic imperfections
Color variations from display screens
Size variations within normal tolerances
Design features you dislike
Buyer's remorse or changed preferences

9.2 Incorrect Item Claims

VERIFICATION REQUIRED: Claims of incorrect items require:

Photo evidence of item received
Comparison to original order details
Proof of packaging and shipping labels
Seller verification of error

FRAUDULENT CLAIMS: False claims of incorrect items may result in:

Account suspension or termination
Refusal of future returns
Potential legal action for fraud
Blacklisting from platform services

10. RETURN FRAUD PREVENTION

10.1 Anti-Fraud Monitoring

COMPREHENSIVE TRACKING: We monitor for:

Excessive return patterns or frequencies
Serial returners across multiple accounts
Returns of used items claimed as new
False defect or incorrect item claims
Return timing abuse and manipulation

10.2 Fraud Prevention Actions

PROTECTIVE MEASURES:

Account restrictions for excessive returns
Return privilege suspension or termination
Mandatory restocking fees for frequent returners
Enhanced verification requirements
Referral to law enforcement for serious fraud

10.3 Return Abuse Consequences

PENALTIES FOR ABUSE:

Immediate loss of return privileges
Account suspension or termination
Forfeiture of pending refunds
Legal action for fraud or theft
Reporting to credit agencies and fraud databases

11. MARKETPLACE SELLER COORDINATION

11.1 Seller Return Policies

SELLER RESPONSIBILITY: Individual sellers may have:

More restrictive return policies
Additional fees and requirements
Different processing timeframes
Specific return procedures

SELLER POLICY PRIORITY: Where seller policies are more restrictive, seller terms govern the return.

11.2 Our Coordination Role

LIMITED INVOLVEMENT: Our role is limited to:

Facilitating communication between customers and sellers
Providing basic return procedure guidance
Processing refunds when received from sellers
Mediating disputes (at our discretion)

NO GUARANTEE: We do not guarantee seller compliance with return policies or satisfactory resolution of return issues.

12. DISPUTE RESOLUTION AND APPEALS

12.1 Return Disputes

SELLER DECISION PRIORITY: Return approval and processing decisions are primarily made by sellers with our support.

DISPUTE PROCESS:

Contact seller directly for initial resolution
Request our mediation assistance (at our discretion)
Accept final decision or pursue legal remedies
No further appeal rights beyond our process

12.2 Platform Decision Final

NO APPEALS: Our decisions regarding return policy interpretation, fraud prevention, and account restrictions are final and not subject to appeal.

13. LIABILITY LIMITATIONS

13.1 Maximum Liability Cap

ABSOLUTE LIMITATION: Our total liability for return-related issues shall not exceed €25/$25 or the amount of platform fees collected, whichever is lower.

13.2 Excluded Damages

NO LIABILITY FOR:

Lost profits or business opportunities
Inconvenience or time lost
Emotional distress or frustration
Indirect or consequential damages
Third-party seller performance failures
Return shipping costs or losses

14. CUSTOMER INDEMNIFICATION

14.1 Return Fraud Indemnification

CUSTOMER LIABILITY: You agree to indemnify us for:

False or fraudulent return claims
Return abuse or policy violations
Costs associated with return fraud investigation
Legal fees and damages from fraudulent returns
Chargebacks or payment disputes related to returns

15. INTERNATIONAL CONSUMER RIGHTS

15.1 Jurisdiction-Specific Provisions

EU/EEA Consumers: Retain mandatory withdrawal rights under Consumer Rights Directive, subject to policy restrictions above.

UK Consumers: Retain mandatory cancellation rights under Consumer Contracts Regulations, subject to policy restrictions above.

US Consumers: Subject to applicable state consumer protection laws where mandatory return rights exist.

Other Jurisdictions: Consumer rights apply only where required by mandatory local law.

15.2 Minimum Rights Only

CONSERVATIVE COMPLIANCE: We provide only the minimum consumer rights required by mandatory law and no additional voluntary protections.

16. POLICY MODIFICATIONS

16.1 Unilateral Changes

MODIFICATION RIGHTS: We may modify this return policy at any time to:

Enhance business protection
Comply with legal requirements
Reduce return abuse and fraud
Improve operational efficiency

16.2 Notice of Changes

NOTICE REQUIREMENTS: Material changes affecting consumer rights will be notified as required by applicable law only.

17. CONTACT INFORMATION

17.1 Return Support

Contact Methods:

Email: mail@brixbailey.com (Subject: "Return Inquiry")
Business Hours: Monday-Friday, 9:00-17:00 CET
Response Time: Up to 48 hours

17.2 Return Disputes

Dispute Contact:

Email: mail@brixbailey.com (Subject: "Return Dispute")
Include order number, return details, and supporting documentation
Resolution timeline: Up to 10 business days

IMPORTANT NOTICE: This return policy provides maximum protection for our business operations while complying with minimum legal requirements only. We strongly limit return rights and our liability to protect our platform and business interests.

Customer Acknowledgment: By making purchases, you acknowledge understanding and acceptance of these return limitations and agree to comply with all policy requirements and restrictions.

Price Heys GmbH operates a marketplace platform with return coordination services only. We disclaim responsibility for seller return performance and limit our liability to the maximum extent permitted by law.