Product-specific information
Return eligibility is shown on every product page before purchase. Sellers must select the correct product type, describe any hygiene seal and state any voluntary return terms. A seller’s policy may be more favourable than the legal minimum but may not remove mandatory rights.
Standard products
An eligible standard product sold online by a professional trader is generally subject to the 14-day withdrawal right. The customer may inspect it only as reasonably necessary to establish its nature, characteristics and functioning and may be responsible for diminished value caused by excessive handling.
Hygiene-sealed products
A product may be treated as unsuitable for return for health-protection or hygiene reasons only where that classification is justified and it is supplied with an effective seal. The product page must explain the restriction before purchase. If the seal remains intact, the normal withdrawal rules continue to apply where otherwise eligible. Once the customer breaks the disclosed hygiene seal, withdrawal may be excluded.
A box, mailing bag or ordinary packaging is not automatically a hygiene seal. Sellers must identify the actual seal or protective closure whose removal makes the product unsuitable for resale.
Personalised and made-to-specification products
Products manufactured to measurements, wording, colours, combinations or other individual instructions may be excluded from the statutory withdrawal right. A product is not automatically personalised merely because it is produced after ordering; the listing must identify the customer-specific element.
Correction and cancellation window
For each personalised listing, the seller must select and display a maximum period during which the customer may correct or cancel the personalisation. The available period must be visible before payment. The seller must preserve the final instructions confirmed through BK Store.
After the displayed window closes or the order is marked In production under the disclosed rules, cancellation for change of mind may no longer be available. A seller must not mark an order In production solely to prevent a valid correction submitted within the permitted period.
Customer responsibilities
- Check measurements, spelling, colour, material and selected options before ordering.
- Use the BK Store personalisation field and messaging system so the agreed instructions are recorded.
- Respond to a clarification request within the time stated by the seller.
- Do not submit unlawful, abusive or intellectual-property-infringing material.
Seller responsibilities
- Describe available options and price differences clearly.
- Confirm unclear or technically impossible instructions before production.
- Follow the final recorded specification.
- Use only materials and processes represented in the listing.
- Provide an updated estimate if an approved change affects production time or price.
Faults and non-conformity
Hygiene and personalisation exceptions do not apply to remedies for defects, damage, unsafe products, incorrect items or failure to follow the agreed specification. The customer should report the issue through the order and provide reasonable evidence. The legal seller bears necessary remedy and return costs where required by law.
Disputes
BK Store may compare the listing, selected options, personalisation record, seller messages, production status and supplied evidence. BK Store may authorise a remedy or refund and deduct the corresponding amount from funds due to the seller, without restricting either party’s statutory rights.