Return & Refund Policy
Effective Date: May 1, 2025
Last Updated: May 1, 2025
At Resail.org, we want you to be satisfied with your purchase. This Return & Refund Policy outlines how returns, cancellations, and refunds work on our platform.
1. Marketplace Model
Resail.org is a marketplace platform that connects buyers and independent sellers. As such, each seller is responsible for handling their own return and refund policies, provided they meet EU consumer protection standards.
We require all sellers on Resail to comply with our minimum return standards as outlined below.
2. Right of Withdrawal (EU Buyers)
If you are a buyer located in the European Union, you have the right to withdraw from your purchase within 14 days of receiving the item, without giving any reason.
To exercise this right:
- You must notify the seller directly via the platform’s messaging or return request system.
- You must return the item in the same condition you received it, with all original packaging (if applicable), within 14 days of notifying the seller.
- You are responsible for the cost of return shipping, unless the item was defective or incorrect.
Exemptions to the right of withdrawal include:
- Custom or made-to-order items
- Perishable goods
- Digital content after download
- Items that are clearly personalized
3. Returns Due to Damage, Defects, or Incorrect Items
If you receive an item that is:
- Damaged
- Defective
- Not as described
You must report the issue to the seller within 7 days of delivery through the platform. The seller is required to either:
- Offer a replacement (if available)
- Provide a full refund (including return shipping if applicable)
In cases of dispute or non-responsiveness, you may escalate the issue to Resail support.
4. Return Conditions
To be eligible for a return:
- The item must be unused and in the same condition that you received it
- It must be returned in original packaging (if applicable)
- Items returned without prior authorization may not be accepted
5. Refund Processing
- Refunds are issued via the original payment method
- Once the seller receives and approves the returned item, the refund will be processed within 5–10 business days
- Transaction or processing fees may be non-refundable unless the return is due to seller fault
6. Seller-Specific Policies
Some sellers may offer extended return windows or alternative return conditions. These must be clearly stated on the seller’s product page. If no additional policy is listed, the standard Resail policy applies.
7. Contact & Support
If you have issues resolving a return or refund with a seller, please contact Resail support at:
📧 info@resail.org
🏢 Resail Group BV
Nachtegalenlaan 20
1871BE Schoorl
The Netherlands