If you’re a professional seller and the buyer is a consumer residing in the European Economic Area or the United Kingdom, the buyer is allowed to cancel their purchase up to 14 days after receiving the object without stating a reason (this is their “right of withdrawal”). Find out more here.

If the buyer can’t use their right of withdrawal, they can only cancel their purchase after a legitimate claim has been filed with us. The seller is responsible or liable under such a claim, for example in cases where the buyer didn’t receive the object, the object is damaged, or the object does not correspond to the object as submitted by you. In all these cases the buyer will have to submit a claim with us. 

During our investigation, we’ll pause your payment for that specific object. Once a solution is reached between the buyer and you, or settled by us, we’ll either refund the buyer or pay you for the object. In cases of loss, theft or damage during shipping, you can take the following actions:

• If the object is insured, follow the shipping insurance process.

• If you don’t have shipping insurance and you are unable to reach an agreement with the buyer, then we may decide on a solution, based on our Terms of Use.