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Warranty & Managing Customer Expectations

Updated

Is the refund automatically issued when a customer downloads the label?

No, you will refund the customer after receiving and checking the product, as per the usual procedure.

 

What happens in case of shipping issues (lost, damaged, or empty parcels)? Who is liable?

  • The Seller Guide is always binding, including for shipping agreement cases.
  • refurbed will handle all claims with the shipping carrier, DHL Express.
    • In exceptional cases, refurbed will not open a claim with the carrier. Instead, the seller will offer a solution to the customer based on the Seller Guide. Once the seller has provided this solution, refurbed will compensate the seller as if the carrier had accepted the claim. This approach ensures faster resolution for both customers and sellers.
  • refurbed's liability for shipping issues is limited to accepted carrier claims for products sold on the refurbed Marketplace, in accordance with the applicable carrier agreement and claims procedures. No compensation is owed for claims rejected by the carrier.
  • Liability amount:
    • Inbound: For accepted claims, refurbed's liability is capped at EUR 500 per shipment
      • If the product price is ≤ EUR 500, the refund equals the product price.
      • If the product price is > EUR 500, the refund is EUR 500.

 

How can I avoid unnecessary returns?

Even if the customer downloads the return label, you can still contact them via chat and resolve the issue remotely, whenever it is possible.

 

After how many days can the customer send back the product after requesting the return label?

According to our Seller Guide, the customer has 14 days to return the product after receiving the return label.

 

How do we handle cases where customers believe the issue is covered by warranty, but the device turns out to be physically damaged (and not covered)?

Automatic labels are only issued for valid ticket reasons and within the legal return window, but they do not guarantee that the device will be accepted under warranty.
 
If the returned device is inspected and found to be physically damaged or out of warranty, you are entitled to reject the refund or repair. In this case, you should:
  • Inform the customer of the inspection result and the reason for rejection.
  • Offer to return the device to the customer.
Clear communication helps manage expectations and avoid escalations.

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