Customer Terms

Platform relationship

Marketplace role and third-party sellers

The marketplace provides an online platform through which customers may discover, compare, and purchase products or services offered by independent third-party sellers. Unless clearly stated otherwise, products are sold by the relevant seller and not by the marketplace. The seller remains responsible for the legality, safety, accuracy, availability, pricing, product information, delivery obligations, and consumer-law compliance of the products and offers they provide.

Trader transparency

Seller identity and trader information

Where required by applicable law, customers may be provided with information identifying the seller or trader responsible for a product or offer. Customers should review seller information, product details, delivery terms, return terms, and any applicable instructions before placing an order. The marketplace may verify seller information, but verification does not guarantee that every product, listing, claim, document, or seller statement is complete, lawful, accurate, or suitable for every customer.

Product responsibility

Product legality, safety, and compliance

Sellers are responsible for ensuring that products offered through the marketplace comply with applicable European Union, national, local, and product-specific rules, including product safety, labelling, warnings, instructions, traceability, environmental, customs, and consumer-protection requirements. Customers must use products only in accordance with their intended purpose, instructions, warnings, age limits, and any safety information supplied by the seller or manufacturer.

Pre-contract information

Customer information before purchase

Customers should carefully review all available product information before placing an order, including product descriptions, specifications, images, price, taxes, delivery charges, delivery timing, seller details, cancellation rights, return conditions, warranty information, and any restrictions that may apply. Product images and descriptions are provided for customer information, but minor differences may occur where legally permitted or where the seller has provided incomplete or inaccurate content.

Clear transaction terms

Pricing, payment, and charges

Prices, taxes, delivery charges, and other applicable fees should be shown before checkout where required by law. Customers are responsible for reviewing the final order total before confirming a purchase. The marketplace may correct obvious pricing errors, cancel affected orders, or require seller correction where a price, discount, charge, or product offer appears inaccurate, misleading, unlawful, or technically incorrect.

Consumer rights

Delivery, returns, cancellation, and withdrawal rights

Customers may have statutory rights relating to delivery, cancellation, withdrawal, returns, refunds, repair, replacement, or other remedies depending on the product, seller, customer location, and applicable law. Some products may be excluded from withdrawal or return rights by law, including certain personalised, perishable, sealed, hygiene-sensitive, digital, or time-sensitive items. Customers should review the applicable seller terms and product-specific return information before purchase.

Notice and protection process

Illegal, unsafe, or misleading listings

Customers may report products, listings, seller behaviour, content, or commercial practices that appear illegal, unsafe, misleading, infringing, defective, counterfeit, incorrectly described, or otherwise problematic. The marketplace may investigate reports, request seller evidence, remove listings, restrict seller access, suspend offers, cooperate with authorities, or take corrective measures where appropriate. Reporting a concern does not guarantee a particular outcome, refund, remedy, or enforcement decision.

Review before buying

Customers must review product information, seller details, price, delivery terms, return information, warnings, compatibility, and restrictions before placing an order.

Use products safely

Customers must follow all instructions, safety notices, labels, age restrictions, warnings, maintenance requirements, and usage guidance supplied with a product.

Provide accurate information

Customers must provide accurate account, delivery, payment, tax, contact, and order information. Incorrect information may delay delivery, prevent fulfilment, or affect available remedies.

Act lawfully

Customers must not use the marketplace for unlawful purchases, fraud, abuse, false claims, manipulated reviews, payment misuse, resale violations, or attempts to bypass platform controls.

Report issues promptly

Customers should notify the marketplace or seller promptly where a product is not received, appears unsafe, is materially different from the listing, is damaged, or raises legal or safety concerns.

Keep evidence where needed

Customers may be asked to provide order details, photos, product packaging, messages, proof of defect, delivery evidence, or other information to support complaints, returns, investigations, or refund requests.

Order cancellation or refusal

The marketplace or seller may cancel, reject, or refuse an order where required by law, where a product is unavailable, where information is incorrect, or where fraud, misuse, safety risk, or compliance concerns exist.

Listing removal or restriction

Products may be removed, hidden, suspended, corrected, or restricted where there are concerns about legality, safety, accuracy, documentation, seller compliance, consumer protection, or regulatory exposure.

Customer account restrictions

Customer access may be restricted where there is fraud, abuse, unlawful activity, repeated policy breaches, payment misuse, false reporting, harassment, or attempts to interfere with marketplace operations.

Refund and remedy review

Refunds, replacements, repairs, cancellations, or other remedies may depend on applicable law, seller terms, product condition, evidence supplied, return eligibility, and the circumstances of the order.

Safety and recall cooperation

Where a product is subject to a safety issue, recall, withdrawal, warning, or corrective action, customers may be contacted and may be asked to stop using, return, destroy, or provide information about the product.

Regulatory cooperation

The marketplace may share relevant order, seller, listing, product, safety, or customer information with competent authorities where required by law, enforcement action, legal process, or consumer-protection obligations.

Digital Services Act

The marketplace may provide mechanisms for reporting illegal content, products, or seller activity. Customers should use available notice channels responsibly and provide clear, accurate information when reporting concerns.

General Product Safety Regulation

Consumer products sold in the European Union must meet product-safety expectations. Customers may receive warnings, instructions, recall notices, or other safety communications where necessary.

EU consumer and e-commerce rules

Customers may benefit from legal protections concerning pre-contract information, transparent pricing, delivery, cancellation rights, withdrawal rights, unfair commercial practices, and remedies for non-conforming goods.

Unfair commercial practices

Sellers must not mislead customers through false claims, hidden charges, fake urgency, deceptive discounts, unclear terms, manipulated reviews, or other unfair commercial practices.

Market surveillance and unsafe products

Authorities may require action against unsafe or non-compliant products sold online. Customers may be affected by takedowns, warnings, recalls, withdrawals, or requests for additional product information.

Online dispute and consumer support

Customers may have access to seller support, marketplace support, statutory remedies, and external consumer-protection channels depending on the order, product, seller location, and applicable law.