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Returns
Are currency exchange rates updated automatically on the site?Yes. The website uses a live currency feed to update exchange rates automatically at regular intervals. This ensures that customers see product prices in their selected currency that closely match current market rates. For example, if the EUR…Can I issue a partial refund?Yes — the current refund workflow supports partial as well as full refunds. The refund should be created against the relevant order and items or amounts so the buyer refund and seller entitlement remain linked to the original…How are exchange rates calculated?Exchange rates are calculated automatically using live or regularly updated market data provided by the payment provider or currency conversion service used during checkout and payment processing. Rates may change throughout the day due to fluctuations in global…How do I handle refund requests?Sellers manage refund requests for orders containing their own products. Review the customer's request, communicate clearly and use the available order controls to process the agreed refund. Keep the reason for the refund and any relevant messages or…How do I handle returns, refunds and exchanges?Respond promptly and give the customer clear return instructions where a return has been agreed. When the item is returned, inspect it and use the order controls to process the agreed refund, replacement or exchange. Keep the relevant…How do refunds impact payouts?A refund reduces the seller entitlement associated with the order. If the funds have not yet been paid out, the refund can be reflected before the next transfer. If money has already moved through the payout process, the…What should I do if a customer cancels before dispatch?Review the request as soon as possible. If the order has not yet been dispatched and cancellation is permitted, avoid dispatching the product and arrange the appropriate cancellation or refund. Your shop policy must not remove any statutory…Who pays for return postage?This depends on the reason for the return and the customer's applicable rights. Responsibility for return postage may differ between a customer changing their mind and receiving a faulty, damaged or incorrectly described product. Your returns policy should…