Overview
Return rights depend on the identity and status of the legal seller, the type of product, its condition and the information displayed on the product page. A professional seller’s individual policy may provide better terms but may not reduce mandatory consumer rights.
Who manages the return?
- BK Store direct and dropshipping orders: BK Store manages the request, communication, remedy and refund, even where an approved supplier receives the physical return.
- Artisan and partner-brand marketplace orders: the identified seller is responsible for the sale. The request is opened through BK Store and BK Store may intervene if the parties do not reach a solution.
- Genuine private sellers: the statutory EU consumer withdrawal regime does not generally apply in the same way. Any voluntary return policy and BK Store marketplace protection will be displayed before purchase.
14-day withdrawal for eligible professional sales
For eligible distance purchases from a professional seller, the customer may notify withdrawal within 14 calendar days after delivery without giving a reason. For a multi-product order delivered separately, the period begins when the final eligible item is received.
The customer normally pays the direct return cost for a change of mind when this was disclosed before purchase. The seller may voluntarily offer free or extended returns. The customer must send the goods back without undue delay and no later than 14 days after communicating withdrawal.
Condition of returned goods
The customer may inspect an eligible product only as reasonably necessary to establish its nature, characteristics and functioning. The customer may be responsible for loss of value caused by handling beyond that level. Products should be returned with their accessories, instructions, labels and original packaging where reasonably possible.
Exceptions
The withdrawal right may not apply to goods made to the customer’s specifications or clearly personalised, and to sealed goods unsuitable for return for health-protection or hygiene reasons once unsealed. The applicable exception and the nature of any hygiene seal must be clearly disclosed on the product page before purchase. These exceptions do not remove remedies for faulty, damaged, unsafe, incorrectly supplied or misdescribed goods.
Faulty, damaged, incorrect or unsafe products
Customers should open a request through the order page and provide a description and, where reasonable, photographs or video. The legal seller must provide the remedy required by applicable conformity and consumer law without charging the customer necessary return costs. Depending on the circumstances, this may include repair, replacement, price reduction, cancellation or refund.
Return authorisation and address
Customers must request return instructions before dispatching a product. BK Store does not publish one universal return address because different approved sellers and suppliers receive their own products. The customer will receive the authorised return address within the European Union and any required reference or label for the specific order. Sending goods to an unapproved address may delay processing.
Refunds
Refunds are made to the original payment method. For a valid withdrawal, the refund includes the eligible product price and the cost of the least expensive standard delivery option originally offered; an upgrade such as express delivery is not refundable beyond the standard amount. The refund may be withheld until the goods are received or the customer supplies evidence of return, whichever occurs first.
Marketplace intervention
If the seller and customer cannot resolve the request, either party may ask BK Store to intervene. BK Store may review order data, product information, messages, tracking and evidence; authorise a return; issue or require a refund; and deduct the corresponding amount from funds due to the seller. This internal process does not restrict statutory remedies.
Contact
Return requests should be opened from the relevant order. For additional assistance, contact contact@bondagekitties.com.