In the event of any delay in the delivery of a shipment, regardless of whether the cause lies with the Seller, the carrier, or circumstances entirely beyond their control, the Seller is obliged to promptly inform the Buyer of the situation. This information must be communicated exclusively through the official communication tools available on the Platform, ensuring full transparency and allowing for the complete archiving of all correspondence.

When providing notification of a delay, the Seller should indicate a new, as precise and reliable as possible, estimated delivery date based on up-to-date information obtained from the carrier. Additionally, the Seller must provide a link enabling the Buyer to independently track the shipment’s status in the carrier’s system. In situations requiring further clarification, the Seller should inform the Buyer of the reasons for the delay, which may include logistical issues, adverse weather conditions, IT system failures, an increased volume of shipments during peak periods, or other unforeseen events affecting the timeliness of delivery.

This obligation also applies in situations where the delay is caused by the carrier’s fault or by unforeseen events such as natural disasters, strikes, or disruptions in transport infrastructure. The Seller is required to monitor the shipment’s status from the moment it is dispatched until delivery, responding promptly to any indications that further delays may occur.

If the anticipated delay exceeds 7 business days, the Seller should, either on their own initiative or at the Buyer’s request, propose alternative solutions. These may include shipping the order via another, faster carrier, partially or fully refunding the delivery costs, or allowing the Buyer to cancel the order and receive a full refund.

Hvis forsendelsen er markeret som leveret i sporingsdataene, men køberen rapporterer, at han ikke har modtaget den, er sælgeren forpligtet til straks at indlede en undersøgelse for at fastslå det faktiske forløb af leveringen. Det første skridt er at indgive en officiel forespørgsel eller klage til transportøren og anmode om en detaljeret leveringshistorik, herunder datoer og klokkeslæt for hvert trin i processen, bekræftelse af leveringsstedet og navnet på den person, der angiveligt har modtaget pakken. Dette gør det muligt at fastslå, om forsendelsen faktisk blev leveret til den korrekte modtager, eller om der opstod en fejl eller uregelmæssighed under leveringsprocessen.

I sådanne tilfælde skal køberen give sælgeren forsendelsens sporingsnummer, så rapporten kan knyttes til den korrekte levering i transportørens system. For at styrke kravets troværdighed kan køberen desuden blive bedt om at fremlægge en underskrevet personlig erklæring, der beskriver omstændighederne omkring den manglende levering, og i begrundede tilfælde en kopi af et identitetsdokument, der bekræfter modtagerens oplysninger. Hvis der er mistanke om identitetstyveri eller bevidst efterligning af modtageren, har sælgeren ret til at anmode om en kopi af en politirapport vedrørende den mistænkte forbrydelse. Manglende fremlæggelse af disse dokumenter forhindrer ikke, at sagen behandles, men det kan påvirke vurderingen af reklamationens troværdighed af både sælgeren og platformadministratoren.

Køberen har ret til fuld refusion af købsprisen inden for maksimalt 72 arbejdstimer i tilfælde, hvor undersøgelsen klart bekræfter, at pakken ikke er blevet leveret, at transportørens leveringsbevis er falsk, eller når køberen fremlægger en pålidelig og troværdig erklæring, understøttet af yderligere omstændigheder, der bekræfter, at forsendelsen ikke er modtaget.

I alle andre situationer, især når resultatet af transportørens undersøgelse stadig er uafklaret, skal køberen afvente, at processen er afsluttet. I komplekse, omstridte eller på anden måde følsomme sager kan platformadministratoren overtage den direkte håndtering af sagen for at sikre, at den løses upartisk, i overensstemmelse med fastlagte procedurer og så hurtigt som muligt.

If the product has not been delivered to the Buyer, and this is confirmed by the available shipment tracking data or by the lack of any status updates in the carrier’s system for a period of at least 5 business days, the Seller is obliged to promptly take investigative action. The first step should be to open an official case or file a complaint with the carrier, indicating non-delivery as the reason for the claim. At the same time, regardless of the outcome of the complaint procedure conducted by the carrier, the Seller must issue a full refund to the Buyer as quickly as possible to minimize inconvenience and maintain a high standard of service.

In cases where the shipment is lost during the return process following the Buyer’s refusal to accept it, and this refusal is clearly documented in the carrier’s system (e.g., through an appropriate tracking status or delivery report), the Seller is required to issue a refund within no more than 5 business days from the moment the event is confirmed.

If, however, the product does not arrive back to the Seller, but the Buyer is able to prove that it was shipped, such as by providing a shipment receipt, proof of dispatch, or a tracking link, the Seller is obliged to promptly open an inquiry or file a complaint with the carrier to determine the location where the shipment was lost. In such cases, regardless of whether the matter concerns a withdrawal from the contract, a complaint, or the exercise of warranty rights, the refund to the Buyer must be processed within no more than 10 business days from the moment the Buyer provides confirmation of dispatch.

If the Buyer receives a shipment that is missing the ordered product, the Seller is obliged to take immediate action to investigate the matter, starting with opening an official case or claim with the carrier. The purpose of this process is to determine at which stage of the logistics process the loss of the goods or the packing error occurred. As part of the investigation procedure, the Buyer should be asked to provide detailed photographic documentation, including images of the outer packaging of the shipment, the visible shipping label with the tracking number, and clear photographs of the inside of the package confirming the absence of the product.

Additionally, the Buyer should provide a written statement describing the situation, including the date of receipt of the shipment. In justified cases, the Seller may request a copy of the Buyer’s ID to confirm the recipient’s details, as well as a copy of the police report for suspected criminal activity. These documents serve as essential evidence that can speed up the claims process both in dealings with the carrier and within the Platform’s internal procedures.

Once the claim is confirmed as valid, the Seller must issue a full refund or offer the Buyer a replacement device, depending on the Buyer’s preference. The refund should be processed as quickly as possible, but no later than within 72 hours of the claim being approved. In particularly complex or disputed cases, the Platform Administrator has the right to take over the handling of the case to ensure it is resolved correctly and impartially.

Similarly, if the Seller receives a return shipment from the Buyer that does not contain the returned product, the Seller must immediately initiate an investigation and open an inquiry with the carrier. If the Buyer can provide proof that the product was indeed in the package, for example, a document or receipt confirming the weight of the parcel at the carrier’s service point, the Seller is obliged to approve the claim and issue a full refund or replace the device with a new one. After the investigation is completed and the claim is confirmed as justified, the refund must be made within no more than 72 hours to ensure the Buyer receives a quick and satisfactory resolution.

If a product is damaged during transport, the Seller is obliged to immediately take action to clarify the situation and protect the Buyer’s interests. As a first step, the Seller should open a formal inquiry or claim with the carrier responsible for the delivery. This is necessary to determine the cause of the damage and to pursue any potential compensation.

The Buyer is asked to provide a complete set of evidence, including clear photographs of the shipment’s external packaging, visible damage to the product itself, and the shipping label with the tracking number. These materials should be sent to the Seller as soon as possible after the damage is discovered, which will help to efficiently conduct the claims process. In cases where the Buyer no longer has the original packaging, the Seller still bears full responsibility for resolving the matter and is required to initiate the claims procedure with the carrier.

Regardless of any ongoing investigation or dispute with the carrier, the Seller must provide a solution to the Buyer within a reasonable timeframe. This means that within a maximum of 5 business days from receiving the returned product, the Seller should offer one of two options: either an exchange of the item for a new one of the same specifications or a full refund of the amount paid. This obligation aims to protect the Buyer from excessive delays in the claims process and to ensure a quick and satisfactory resolution, regardless of how long it takes the carrier to review the claim.

The Seller is obliged to clearly and transparently inform Buyers about the requirements for sending return shipments and packaging products. These rules should be adapted to the specifics of the given product. If the returned product arrives to the Seller damaged, the Seller should provide evidence that the damage did not occur during transport due to the courier’s fault, but was the result of improper packaging or preparation of the shipment by the Buyer. Such evidence may include, among others, photos of the external and internal packaging, photos of the damaged product itself, or photos of the shipping label with the tracking number.

If both the external packaging and the product are damaged, the Seller should document all damage with photographs. After the explanatory procedure is completed, if it is determined that the Buyer is not responsible for the damage (the Seller did not prove that the Buyer improperly packaged the product) or if the Buyer did not receive proper instructions from the Seller regarding preparation and dispatch of the return, the Buyer must be refunded the full purchase price within 72 working hours.